Customer Success9% of the exam
The post-sales customer journey
The three stages of the customer lifecycle (Buy, Get started, Grow), what a rep does in each, and how to hand a new customer to Customer Success so nobody starts over.
Identify post-sales customer journey.
~6 min read · 5 practice questions ·
What the exam expects
- Place a customer in the right lifecycle stage (Buy, Get started, Grow) from what they say, and pick the rep's focus for that stage.
- Explain how a customer success manager differs from the support team.
- Choose the information sales should hand to Customer Success after a deal closes.
- Communicate post-sales expectations: who the customer's contact is and which milestones come next.
Key terms:
- Customer experience (CX): the sum of what happens at every interaction and touchpoint with your company.
- Customer lifecycle: the stages a customer goes through as they build a relationship with your business.
- Customer success manager (CSM): the person who anticipates customer needs and proactively addresses challenges.
- Handoff: the organized transfer of a new customer from sales to Customer Success.
Key facts
Lifecycle stages
- Detail
- Buy, Get started, Grow (three stages)
Get started focus
- Detail
- Set clear expectations; provide support, training and partnership
Grow focus
- Detail
- Innovative solutions, adoption programs and tools, customers share their stories
CSM vs support
- Detail
- CSMs address challenges proactively; support addresses issues as they arise
Handoff content
- Detail
- Why they bought, replacement, ROI measure, goals, contacts, obstacles
Shared timeline
- Detail
- Sales and CS share a milestone timeline with the customer
Best return
- Detail
- More business from existing accounts; lowest is waiting for the phone to ring
- Which three stages make up the customer lifecycle?
- When a customer has just signed a contract, what should the rep focus on?
- Why does a customer have both a success manager and a support team?
- Why should sales tell Customer Success how the customer will measure ROI?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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- All 21 lessons of the Agentforce Sales Foundations guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (5 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide (uses credits)
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Sales Cloud implementation plus the Agentforce selling features, renamed from Sales Cloud Consultant in July 2026.