Customer success managers pour themselves into solutions for the most convoluted problems while also orchestrating a great journey and experience for the people they serve. Couple this with the CSM's accountability to a robust bottom-line, and you have the winning formula for their company's sustainable future in an uncertain world. Show
The following 10 interview questions address these and other topics that a hiring manager or recruiter may consider when interviewing their next customer success manager.Question #1: How do you solve problems?
Question #2: What processes have you improved to expedite service delivery or cultivate more value-add relationships?
Question #3: Describe a time when you inherited a displeased customer and how you turned them around to become a delighted advocate for your organization. As well, how did that relationship impact your company's bottom line?
And, as a value-add bonus, it offers a platform for the customer success manager to solidify the financial value behind their performance. It also creates an opportunity for the candidate to show how they connect the dots between their initiatives and the growth of the company. Related: 9 Questions to Uncover Candidate Motivations & Preferences Question #4: What types of quotas / goals have you been required to meet? Were you successful? Can you provide examples of those quota-achieving initiatives, including the challenges you faced and hurdles you leapt over to get there?
Question #5: Describe a time when you had to navigate a labyrinth of business units, subject matter experts, decision-makers and/or other stakeholders to achieve a customer's goals.
This type of role, therefore, requires a CSM who manages relationship complexity with determination, savvy and a sense of urgency, while also remaining attuned to the bottom line and overarching goals, both for the customer and for their own organization. Question #6: Describe how you unlock opportunities to innovate and solve problems?
Question #7: What makes your relationship skills stand apart from other customer success managers? What unique or unconventional strategies do you employee to provide service beyond the status quo?
Question #8: Have your unconventional strategies become standard company offerings? If so, please provide an example.
Related: Oddball Interview Questions Recruiters Should Ask Question #9: Tell me about a time where a clients' success outperformed your expectations? How did you help make that happen?
Question #10: How do you extend the client relationship to ensure loyalty and retention?
To further equip you with interview strategies, Glassdoor has pulled together the leading methods into one helpful toolkit, steps that are applicable to organizations of all sizes. Learn More & DownloadMaster Interview ToolkitWhat are the top 5 questions to ask an interviewer at the end?20 smart questions to ask at the end of your next job interview. What do you personally like most about working for this organisation? ... . How would you describe your organisation's culture? ... . Can you tell me about the kind of supervision you provide? ... . What have past employees done to succeed in this position?. What questions should a CSM ask the hiring manager during the interview?As much information as possible about the company's products/services/solutions. As much information as possible about the company's customers including their needs, problems, outcome requirements and challenges. What might a typical day in the life" of the CSM who was offered the role look like.
What questions should a customer success manager ask?Questions to Ask Customer Success Manager (CSM) Candidates. How do you measure success in your current role? ... . What would you add to our culture, or what would you change about it? ... . How would you prevent customer churn? ... . How would you de-escalate a frustrated customer?. How do you ace a customer success manager interview?You should come up with customer success manager interview questions that examine:. Emotional intelligence and empathy.. Problem-solving skills and resourcefulness.. Familiarity with the SaaS industry work culture.. Expectation and relationship management.. Communication and persuasiveness.. Knowledge of upsell techniques.. |