0345 4506120

Cisco Customer Success Manager

The role of a Customer Success Manager is crucial to the business of services or subscription based products. Where the upfront investment is low, and the switching costs are negligible, having a focused resource to ensure that end customers achieve the promised benefits, increase use within their organization, and align your roadmap and product development to maximize the realized value, provides benefit to both organizations. Cisco’s CSM certification provides a solid framework, and a core set of fundamental proven skills to deliver immediate value to the vendor/customer relationship.

This is an advanced level course which focuses on enabling students to develop their knowledge, skills, competencies and confidence to successfully fulfil the CuSM role. This will be attained through experiential learning using practical exercises using situations based upon real life use cases and case studies. In this course students get to try out and gain confidence in the fulfilment of core taskes in a safe environment using best practice tools and methodologies, enabling Learning by actions with interative feedback from the facilitator and peers.

Target Audience

Individuals involved in the maximisation of product and subscription services within a customer base.


Learning Objectives

After completing this course, you should be able to:

  • Understand the customer adoption process
  • Identify, and categorize the key stakeholders, and understand their motivations, and pain points
  • Be able to identify and articulate the business outcome expected by the customer
  • Identify, design and report on KPI's (key performance indicators), and customer CSF's (Critical Success Factors) to key stakeholders
  • Drive increased awareness of the product or service within the customer's organization
  • Drive renewals and expansion of customer utilization
  • Work to embed the technology in the customer's process or plan of record
  • Understand and apply the Cisco VALUE framework for Customer Success


Attendees should meet the following prerequisites:

  • Previous experience of working with customers to determine, measure, and deliver business outcomes through the implementation of technology
  • Either completed the Cisco Customer Success Manager Foundations (DTCSMF) e-learning course or be familiar and comfortable with its content

Course Content

Module 1: Customer Engagement

  • Overview of the CuSM Role
  • Engaging and Understanding the Customer
  • Developing Customer Success

Module 2: Enabling Success

  • Enabling and Influencing Customer Success
  • Driving Utilisation and Value
  • Monitoring Ongoing Customer Health 
  • Role Play Exercise
  • Summary and Review

Exams & Certification

Recommended as preparation for the following exam (exam not included):

  • 820-602 - DTCSM - Customer Success Manager Specialist

Related course:

Cisco Customer Success Manager Foundation

Privacy Notice

In order to provide you with the service requested we will need to retain and use your contact information in accordance with our Privacy Notice. If you choose to provide us with this information you explicitly consent to us using the information as necessary to provide the requested service to you. If you do not agree please do not proceed to request the service from us.

Marketing Permissions

Would you like to receive our newsletter and other information on products and services which we think will be of interest to you by email. We will always treat your information with care and in accordance with our Privacy Notice. You are free to withdraw this permission at any time.


Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

We have the following eLearning options available:

Our Customers Include