▸case-01 A SaaS customer has decided to cancel their subscription completely due to enterprise budget cuts and is requesting offboarding and data export. How should the customer success manager structure the exit call and account termination workflow? | pass→pass | 22,171 | 38,421 | +73% | 1 | 1 | 0% | 2,928 | 3,160 | +8% | 0 | 0 | — |
▸case-02 A brand new enterprise customer signed their initial contract yesterday. Design their Day 1 to Day 14 initial user onboarding and account configuration workflow to achieve initial system setup. | fail→fail | 19,975 | 20,921 | +5% | 1 | 1 | 0% | 3,073 | 3,153 | +3% | 0 | 0 | — |
▸case-03 A high-value customer is experiencing a critical P0 service outage that is completely blocking their production environment. Draft the incident response escalation communication to the customer executive. | pass→pass | 13,273 | 11,148 | -16% | 1 | 1 | 0% | 1,889 | 1,830 | -3% | 0 | 0 | — |
▸case-04 An enterprise customer success team wants to build a signal detection system for account expansion. A team member proposes triggering outreach solely when an account's contract renewal is 90 days away. What specific operational signals should be tracked to determine account expansion readiness? | fail→fail | 16,133 | 13,787 | -15% | 1 | 1 | 0% | 2,297 | 2,165 | -6% | 0 | 0 | — |
▸case-05 A mid-market account management team wants to grow ARR from accounts nearing their tier usage caps. The team is debating whether to rely exclusively on automated 10% discount promo emails. What expansion play options should be structured to drive account growth? | fail→pass | 17,925 | 18,090 | +1% | 1 | 1 | 0% | 2,590 | 2,762 | +7% | 0 | 0 | — |
▸case-06 An account executive wants to offer a generic 30% fee discount to entice an existing customer to upgrade, regardless of their actual ROI narrative. How should expansion incentives be designed to protect account margin while encouraging expansion? | pass→pass | 16,480 | 16,484 | +0% | 1 | 1 | 0% | 2,392 | 2,417 | +1% | 0 | 0 | — |
▸case-07 A marketing manager wants to run account expansion campaigns exclusively using automated cold email drip sequences. What combination of execution channels should be deployed across the customer lifecycle? | fail→pass | 20,517 | 17,362 | -15% | 1 | 1 | 0% | 2,804 | 2,685 | -4% | 0 | 0 | — |
▸case-08 A customer success VP is measuring account expansion success exclusively by tracking raw expansion ARR dollars. What key financial and campaign metrics should be monitored to evaluate expansion performance and economics? | fail→pass | 18,528 | 14,844 | -20% | 1 | 1 | 0% | 2,664 | 2,363 | -11% | 0 | 0 | — |
▸case-09 A customer success team needs to organize their expansion tactics into a structured reference document so CSMs know what to propose based on account events. They plan to write a plain text list of discounts. What matrix design should be built to align incentives with customer context? | fail→pass | 20,852 | 14,166 | -32% | 1 | 1 | 0% | 2,880 | 2,232 | -23% | 0 | 0 | — |
▸case-10 An account team is preparing quarterly executive cadence decks for key accounts. They want to structure the presentation deck to move customers from adoption toward value realization and expansion. What outline format should be established? | pass→pass | 12,390 | 9,534 | -23% | 1 | 1 | 0% | 1,841 | 1,617 | -12% | 0 | 0 | — |
▸case-11 A CS director wants CSMs to systematically verify account health before reaching out with upsell offers, rather than relying on gut feeling. What template artifact should be created to standardize pre-outreach verification? | pass→pass | 11,445 | 11,201 | -2% | 1 | 1 | 0% | 1,581 | 1,857 | +17% | 0 | 0 | — |
▸case-12 At a B2B SaaS company, Sales reps and Customer Success managers frequently clash over who owns expansion opportunities on existing accounts and who earns commission. How should company leadership address team friction? | pass→pass | 18,708 | 17,359 | -7% | 1 | 1 | 0% | 2,571 | 2,629 | +2% | 0 | 0 | — |
▸case-13 A growth product marketing team ran a 60-day packaging experiment testing a new add-on bundle with selected accounts. What operational practice should be followed once the packaging test concludes? | fail→pass | 12,676 | 6,814 | -46% | 1 | 1 | 0% | 1,671 | 1,184 | -29% | 0 | 0 | — |
▸case-14 A customer success rep notices a 20% spike in weekly active users on an account and wants to immediately send an upsell order form. What step must be taken before initiating sales outreach based on raw telemetry? | pass→pass | 8,373 | 8,338 | -0% | 1 | 1 | 0% | 1,129 | 1,362 | +21% | 0 | 0 | — |
▸case-15 An account manager is reviewing an enterprise account with 500 seats where 150 licenses have shown zero activity for 60 days. The rep plans to ignore these inactive seats and focus only on accounts with 100% license utilization. How should idle licenses be treated in account review? | pass→pass | 13,025 | 15,281 | +17% | 1 | 1 | 0% | 1,792 | 2,375 | +33% | 0 | 0 | — |
▸case-16 An enterprise client recently appointed a new Chief Information Officer who expressed interest in reviewing software ROI, while usage metrics remain steady. How should the account team treat this stakeholder change? | pass→pass | 14,806 | 16,814 | +14% | 1 | 1 | 0% | 2,075 | 2,465 | +19% | 0 | 0 | — |
▸case-17 A customer is achieving strong results with a core product module but is hesitant to purchase a second module because they lack peer references in their industry. What expansion play addresses this hesitation without cutting product prices? | pass→pass | 12,320 | 12,811 | +4% | 1 | 1 | 0% | 1,723 | 2,093 | +21% | 0 | 0 | — |
▸case-18 An account has reached high usage on their current plan, but the line manager cannot persuade their finance department to approve an upgrade without quantified economic justification. What collaborative play should CS execute? | pass→fail | 14,233 | 12,149 | -15% | 1 | 1 | 0% | 1,931 | 1,902 | -2% | 0 | 0 | — |
▸case-19 A client wants to purchase an enterprise analytics add-on but is worried about the professional services cost and implementation risk required to set it up. What non-discount incentive can be offered to overcome implementation barriers? | fail→pass | 13,195 | 15,968 | +21% | 1 | 1 | 0% | 1,911 | 2,423 | +27% | 0 | 0 | — |
▸case-20 A SaaS company wants to educate 300 mid-market customer accounts about a newly released security add-on without scheduling hundreds of individual CSM calls. What channel efficiently provides interactive group demonstrations? | pass→pass | 9,425 | 8,584 | -9% | 1 | 1 | 0% | 1,308 | 1,494 | +14% | 0 | 0 | — |
▸case-21 A strategic account manager reviews a client who has successfully completed all operational objectives outlined in their annual success plan. What should the manager do following success plan completion? | pass→pass | 10,980 | 9,517 | -13% | 1 | 1 | 0% | 1,608 | 1,578 | -2% | 0 | 0 | — |
▸case-22 A CFO asks the customer success team to justify the sales and marketing spend dedicated to expansion campaigns. What metric should be calculated to show how quickly expansion margin recovers acquisition costs? | fail→pass | 8,027 | 8,044 | +0% | 1 | 1 | 0% | 1,221 | 1,454 | +19% | 0 | 0 | — |