Which support should a Renewals Manager expect from the Customer Success Manager?

Question

Options

• Acommunicate discounts on services and software
• Bcommunicate the closure of contracts
• Ccommunicate customer's perceived value and highlight potential barriers
• Dcommunicate new greenfield opportunities

• A
  4% (1)
• B
  12% (3)
• C
  80% (20)
• D
  4% (1)

Explanation

Option C is correct because the Customer Success Manager (CSM) owns the customer relationship and is best positioned to articulate how much value the customer perceives from the product or service - and to flag any risks, dissatisfaction, or blockers that could jeopardize renewal. This intelligence is exactly what the Renewals Manager needs to approach the renewal conversation effectively.

Why the distractors are wrong:

• A (discounts): Pricing and discount authority sits with commercial/sales teams or the Renewals Manager directly - CSMs don't own contract economics.
• B (contract closure): Closing the renewal contract is the Renewals Manager's own job, not a deliverable from the CSM.
• D (greenfield opportunities): New logo or expansion sales are handled by Account Executives or sales, not CSMs supporting renewals.

Memory tip: Think of the CSM as the customer's "health reporter." Before a renewal, the Renewals Manager needs a health check - perceived value (is the customer happy?) and barriers (what could kill the deal?). That's exactly what a CSM delivers. If an answer involves pricing, contracts, or new sales, it belongs to another role.

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