Exam Code: 820-605
Exam Name: Cisco Customer Success Manager
Certification Provider: Cisco
Corresponding Certification: Digital Transformation Specialist

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Updated: Aug 24, 2026

No. of Questions: 173 Questions & Answers with Testing Engine

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How much Cisco 820-605: Cisco Customer Success Manager Exam Cost

The price of the Cisco 820-605 exam is USD 300, for more information please visit the Cisco Official Website.

Cisco 820-605 Exam Topics:

Section	Weight	Objectives
Expand Opportunities and Renewal	15%	- Describe types of expand opportunities Additional features New use cases Additional User groups New solutions Change management services - Identify potential expansion opportunities across the customer lifecycle from a customer success plan - Create an adoption campaign to identify expand opportunities - Update customer success plan with expand opportunities - Explain the elements of a renewal risk analysis - Create mitigation plans that address risk factors
Customer Success Industry	15%	- Explain the key drivers creating the need for Customer Success - Define customer success (expected and unexpected value) - Explain the customer lifecycle journey - Compare customer success, customer support and sales - Explain the value proposition for customer success Vendor Customer - Explain different IT purchasing and consumption models Software licensing Service subscriptions Enterprise agreements CapEx vs OpEx - Identify the key metrics for customer success Leading indicators Lagging indicators - Explain the financial implication of the following metrics Churn Expand Renewal (MRR, ATR, LTV, ACV) - Describe customer engagement models based on customer segmentation High touch Virtual touch Digital touch - Describe the objectives of the Customer Success Manager
Customer Success Management	20%	- Explain the elements of customer onboarding Deployment planning Priority success focus Timeline to value Feature matrix utilization - Explain the purpose of essential customer management activities Customer and industry observations Customer conversations and interactions Account data and scoreboard review Capturing moments of success Success Plan review - Explain communication needs of stakeholders Customer Executive Account Manager Customer User Services Business Unit - Describe the Quarterly Success Review process - Identify outcomes from a Quarterly Success Review - Identify opportunities for customers to act as advocates
Success Plan Creation	25%	- Identify the product or solution purchased - Identify key stakeholder roles - Validate the desired business outcome based on information obtained from key stakeholders - Identify critical success factors to connect to business outcomes - Analyze the account baseline to identify gaps Tools Process People - Analyze a customer health score Product Usage Product Quality Customer Sentiment Customer Financials - Describe the common elements of a customer success plan - Explain the purpose of targeted use cases - Identify the individuals and responsibilities within a RACI - Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement
Barrier Management	25%	- Identify types of customer barriers Business Operational Technical Corporate Culture - Describe sources used to identify customer barriers Tools (telemetry, consumption data) Process People - Identify customer barriers Observation Conversation Data - Identify actions that impact time to value for common customer barriers Stalled or prolonged implementation Loss of a project sponsor Lack of product features Product quality or performance issues Product is not the right fit for the customer

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist/customer-success/manager.html#~overview

Cisco 820-605 Exam Overview:

Certification Vendor:	Cisco
Exam Name:	Cisco Customer Success Manager
Exam Number:	820-605
Exam Duration:	90 minutes
Exam Price:	$250 USD
Certificate Validity Period:	3 years
Available Languages:	English
Exam Format:	Multiple-choice
Related Certifications:	Cisco Customer Success Manager Specialist
Real Exam Qty:	55-65
Passing Score:	Variable (750-850 / 1000 Approx.)
Sample Questions:	Cisco 820-605 Sample Questions
Exam Way:	Online (Pearson VUE)
Pre Condition:	No formal prerequisites, but foundational knowledge of Cisco customer success methodologies is recommended
Official Syllabus URL:	https://www.cisco.com/site/us/en/learn/training-certifications/certifications/customer-success-manager/exams-and-training.html

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