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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Cisco Customer Success Manager |
| Exam Number: | 820-602 |
| Available Languages: | English |
| Related Certifications: | Cisco Customer Success Manager Specialist |
| Exam Format: | Multiple choice |
| Exam Way: | Proctored onsite or online delivery |
| Pre Condition: | No formal prerequisites published; experience in customer engagements recommended |
| Official Syllabus URL: | https://www.cisco.com/site/us/en/learn/training-certifications/certifications/customer-success-manager/index.html |
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 28% | - Compare and contrast stakeholder analysis, stakeholder map, and stakeholder management - Identify the key components of an organization's culture - Identify the key elements of process improvement needed for customer success - Validate the customer's desired outcome based on information obtained from key stakeholders - Describe the relationship between customer's policies, governance, and the adoption strategy - Identify the key components of a customer use case - Describe the key elements to transition the customer from current state to future state |
| Topic 2: Benchmarking & Application | 28% | - Interpret and apply a gap analysis to identify impact on customer outcomes - Develop actionable steps based on organizational readiness assessment - Compare and contrast case study and use case - Interpret and apply customer data to drive adoption, identify expansion opportunities, and increase retention - Interpret and apply market research information to evaluate a customer's success plan - Identify the barriers to achieving the desired business outcome |
The 820-602 exam is Cisco's official certification test — passing it earns the Cisco Certification credential at the Specialist level. It demands genuine, working knowledge rather than theory alone, which is why candidates who prepare casually tend to stumble. It also feeds into related credentials such as Cisco Customer Success Manager Specialist, extending its value beyond one certificate.
Protection and delivery, both in writing. Delivery: the 820-602 product reaches your mailbox within one minute of payment; if nothing arrives within 2 hours, check spam and contact support for an immediate resend. Refund: sit the corresponding 820-602 exam within 60 days of purchase, and if you fail, apply with a scanned enrollment slip and the official Score Report PDF within 2 days after the exam — refunds complete within 7 days. The policy covers the corresponding exam only; attempts within 3 days of purchase, exams never actually taken, free materials, and expired orders are excluded, and the candidate name must match the payer name. Prefer to keep going? Exchange your product for two free exam products of equal value instead — the update service on your original purchase stays active.
No formal prerequisites published; experience in customer engagements recommended Eligibility requirements come from Cisco and can be revised, so confirm the current rules on the official exam page: https://www.cisco.com/site/us/en/learn/training-certifications/certifications/customer-success-manager/index.html before committing to a Cisco Customer Success Manager registration.
The Cisco Customer Success Manager exam is organized into 2 knowledge areas, with Benchmarking & Application (28%), Discovery (28%), among the most significant. Allocate study time to match those weights, and see the outline section above for the complete list.
You can — the PrepAwayETE free demo covers the Cisco Customer Success Manager material, so download some sample questions and answers first and judge quality yourself. Once you buy, 365 days of free updates are included; after that period, extend the update service at a 50% discount from your member zone.
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