Vendor: Cisco
Mode: Classroom or Virtual Classroom with Instructor
Level: Professional
Exam: CSM 820-605
Exam at your place: yes, ask for a quote
Duration: Self Paced
Language: English

Course Price

CHF 800.00

(excl. VAT)

Discount available for multiple students and dedicated classes.

What you’ll learn

The Cisco Customer Success Manager (DTCSM) course is designed to empower individuals with the skills and knowledge necessary to excel in the role of a Customer Success Manager (CSM). The course focuses on helping customers derive value from their solutions and achieve their business objectives. Through experiential learning, participants engage in practical exercises that simulate real-life use cases and case studies. The training is highly interactive, allowing participants to practice core tasks using best-practice tools and methodologies while receiving feedback from both the facilitator and their peers.

The curriculum is centered around understanding the customer lifecycle and optimizing that journey to enhance the value realized by the customer. The goal is to maximize the likelihood of maintaining customer loyalty, renewing existing business relationships, and expanding business opportunities. The course also serves as preparation for the 820-605 Cisco Customer Success Manager (CSM) exam, which, upon successful completion, leads to the attainment of the Cisco Customer Success Manager Specialist certification.

What to expect in the exam

The 820-605 CSM exam certifies your knowledge and skills related to developing and integrating solutions, identifying adoption barriers and actions to remove them, implementing adoption frameworks, and interpreting customer usage data while leading customers to renewals and cultivating new sales opportunities through the entire customer lifecycle.

After you pass 820-605 CSM, you earn the Cisco Customer Success Manager Specialist certification.

Who should enroll

This course is designed primarily for network and software engineers who are interested in learning about automation and programmability and hold the following job roles:

  • Individuals preparing for the Cisco Customer Success Manager Specialist certification
  • Individuals who have experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology

Technology areas

  • Other

Training overview


After taking this course, you should be able to:

  • Describe the role of the Customer Success Manager
  • Describe the tools that the Customer Success Manager uses to ensure customer experience
  • Describe the lifecycle approach to customer experience


This course has no formal prerequisites, but we recommend that you have:

  • Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology


  • Transition to Subscription Economy
    • Customer and Industry Trends
    • Defining Customer Success and the CSM Role
  • Engaging the Customer for Success
    • Engaging the Customer for Success
    • Addressing Barriers
  • Customer Success Management Activities
    • Success Plan Elements
    • Customer Success Management Activities

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