Cisco Customer Success Manager (DTCSM)


Course Overview

The Cisco Customer Success Manager (DTCSM) v2.0 course gives you the confidence and competence to fulfil the Customer Success Manager (CSM) role successfully, helping your customers realize value from their solutions and achieve their business outcomes. The course offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive course, you can practice and gain confidence in fulfilling core tasks using best-practice tools and methodologies while receiving feedback from the facilitator and your peers.

This course is based on the concept of the customer lifecycle and how to optimize that journey, increasing the value realized by the customer, and maximizing your likelihood to maintain their loyalty and renew or expand their business opportunities. This course prepares you for the Cisco Customer Success Manager Specialist certification exam.

Who should attend

  • 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


This course is part of the following Certifications:


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

  • Experience with and interest in working with customers to determine, measure, and deliver business outcomes through the implementation of technology
  • Time spent in a customer facing role, including technical sales, system engineering, or similar will be especially helpful

Course Objectives

This course will help you:

  • Develop skills and knowledge around the increasingly crucial CSM role, which drives organizational and business outcomes from technology solutions in customer engagements
  • Understand key concepts and terminologies related to the CSM role
  • Prepare for the Cisco Customer Success Manager Specialist certification exam

This specialist-level course focuses on:

  • Providing a thorough introduction, tools, concepts, and skills practice to prepare for the CSM role
  • Giving you experience with common practices and expected tasks, including confidence using terms such as Annual Recurring Revenue (ARR), Lifetime Customer Value LTCV, Available to Renew (ATR), and other key metrics

Outline: Cisco Customer Success Manager (DTCSM)

Customer Success Concepts

  • Overview of the Customer Success Industry
  • Engaging with and Understanding the Customer

Enabling Success

  • Developing Customer Success Plans
  • Managing Stakeholders
  • Driving Utilization and Value
  • Monitoring Ongoing Customer Health (Health Index)
  • Expansion and Renewal Motions
  • Summary and Review

Case studies are used throughout the training to illustrate topics with concrete, relatable exercises.

Classroom Training

Duration 3 days

  • United States: US$ 2,200
  • Cisco Learning Credits: 22 CLC
Click City Name To Book Schedule
This is an Instructor-Led Classroom course
  *   This class is delivered by a partner.
United States
Feb 4-6, 2020 San Jose 09:00 US/Pacific * Enroll
Mar 3-5, 2020 Miami, FL 09:00 US/Eastern * Enroll
Mar 30-Apr 1, 2020 Rosemont, IL 10:00 America/Chicago * Enroll
Apr 6-8, 2020 Atlanta, GA 10:00 US/Eastern * Enroll
Apr 14-16, 2020 Bellevue, WA 10:00 US/Eastern * Enroll
Feb 26-28, 2020 Toronto, ON 09:00 Canada/Atlantic * Enroll
Mar 9-11, 2020 Eschborn Course language: English * Enroll
Apr 21-23, 2020 Berlin Course language: English * Enroll
May 12-14, 2020 Copenhagen Course language: English * Enroll
Mar 17-19, 2020 Helsinki Course language: English * Enroll
May 4-6, 2020 Dublin * Enroll
Feb 18-20, 2020 Vimercate Course language: English * Enroll
Apr 22-24, 2020 Stockholm Course language: English * Enroll
Mar 17-19, 2020 Istanbul Course language: English * Enroll
United Kingdom
Feb 11-13, 2020 Feltham * Enroll
May 12-14, 2020 Manchester * Enroll
Latin America
Mar 10-12, 2020 Buenos Aires Course language: English * Enroll
Mar 11-13, 2020 São Paolo Course language: English * Enroll
Apr 6-8, 2020 Bogotá Course language: English * Enroll
Costa Rica
Apr 14-16, 2020 San José Course language: English * Enroll
Asia Pacific
Mar 24-26, 2020 Sydney * Enroll
Apr 7-9, 2020 Bengaluru * Enroll
Mar 2-4, 2020 Tokyo Course language: English * Enroll
May 12-14, 2020 Tokyo Course language: English * Enroll
South Korea
Feb 26-28, 2020 Seoul Course language: English * Enroll
Middle East
May 5-7, 2020 Netanya * Enroll
United Arab Emirates
Mar 23-25, 2020 Dubai Course language: English * This course is being delivered by iTLS. Enroll
Feb 24-26, 2020 Cairo Course language: English * Enroll
South Africa
May 5-7, 2020 Johannesburg * Enroll