Customer Success Tests

NPS/CSAT + Churn Prevention — Intermediate

Turn VoC survey signals into retention plays: segment risk, closed-loop follow-up, and renewal saves—not vanity scores alone.

Feedback Loops — Advanced

Strategic feedback systems: portfolio governance, causal learning, and org design for listening.

Feedback Loops — Intermediate

Operating feedback systems: taxonomies, prioritization, multi-source synthesis, and customer communication.

Feedback Loops — Beginner

Basics of customer feedback loops: capture, route, act, and close the loop with customers.

QBR Prep — Advanced

Executive QBRs: portfolio storytelling, multi-entity politics, and commercial strategy.

QBR Prep — Intermediate

Running strong QBRs: storytelling with data, multi-threading, commercial alignment, and difficult conversations.

QBR Prep — Beginner

Basics of preparing a Quarterly Business Review: agenda, outcomes, attendees, and follow-ups.

NPS & CSAT — Advanced

Significance, driver analysis, ethics, cohort design, VoC hub architecture, and board reporting.

NPS & CSAT — Intermediate

Bias, benchmarking, playbooks, CES, governance, and QBR storytelling with VoC.

NPS & CSAT — Beginner

NPS buckets, CSAT basics, relationship vs transactional surveys, and closed-loop hygiene.

Knowledge Base — Advanced

Semantic search, GenAI risk, health scores, enterprise visibility, migration, SEO, and ethics.

Knowledge Base — Intermediate

KCS, lifecycle, governance, localization, macros, compliance content, and deflection analytics.

Knowledge Base — Beginner

KB purpose, article structure, search, deflection, freshness, and basic success metrics.

Support SLA — Advanced

SLO/error budgets, enterprise design, penalties, multi-vendor, DR, migrations, and SLA ethics.

Support SLA — Intermediate

OLAs, multi-SLA, escalations, holidays, credits, engineering alignment, and operational reporting.

Support SLA — Beginner

Support SLA basics: response vs resolution, business hours, severity tiers, pauses, and breach concepts.

Ticket Triage — Advanced

Major incidents, follow-the-sun, security triage, ML governance, federated support, and taxonomy QA.

Ticket Triage — Intermediate

Multi-channel triage, automation, VIP handling, escalations, SLAs at assign, and backlog under load.

Ticket Triage — Beginner

Foundations of support ticket triage: priority vs severity, routing, intake, and first-response habits.

Expansion Plays — Advanced

Coverage models, propensity, global rollout, attribution, and board-level NRR stories.

Expansion Plays — Intermediate

EQLs, QBRs, utilization, dual renewal/expansion motions, and risk pauses.

Expansion Plays — Beginner

Expansion basics: upsell, cross-sell, land-and-expand, whitespace, and timing.

Churn Prevention — Advanced

Cohort analytics, SWAT models, soft churn, portfolio prioritization, and board narratives.

Churn Prevention — Intermediate

Renewal windows, contraction, competition, EBRs, and cross-functional saves.

Churn Prevention — Beginner

Churn basics, early warnings, save motions, and documenting reasons.

Health Scores — Advanced

Predictive models, leakage, governance, PLG, ethics, and executive portfolio reporting.

Health Scores — Intermediate

Weighting, segmentation, playbooks, data quality, and operationalizing health in CRM.

Health Scores — Beginner

Basics of customer health scores: inputs, traffic lights, and acting on risk.

Adoption Playbooks — Advanced

Portfolio playbook systems: experimentation, governance, multi-stakeholder change, and org design.

Adoption Playbooks — Intermediate

Designing and operating playbooks: branching, segmentation, tooling, and QA of interventions.

Adoption Playbooks — Beginner

Basics of adoption playbooks: triggers, steps, owners, and measuring behavior change.

Time to Value — Advanced

Strategic TTV: portfolio design, evidence gates, multi-party delivery, and executive reporting.

Time to Value — Intermediate

Operational TTV: segmentation, dependency management, pilots vs rollout, and trade-offs.

Time to Value — Beginner

Basics of time-to-value (TTV): defining first value, removing blockers, and measuring early outcomes.

CS Kickoff — Advanced

Enterprise kickoff: conflicting KPIs, multi-vendor delivery, regulated constraints, and governance.

CS Kickoff — Intermediate

Deeper kickoff skills: handoff quality, scope control, sponsor gaps, and realistic mutual plans.

CS Kickoff — Beginner

Foundations of a customer success kickoff: goals, stakeholders, success criteria, and handoff from sales. Mix of single-answer and multiple-answer items; multi-select questions ask you to select every correct statement.