Customer Success Manager: Interview Guide
Candidate:
Skills assessment score (%):
This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low - Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.
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Customer Success |
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Questions |
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What does customer success mean to you?
Describe a time where you have had a customer at a high risk of churn that you have managed to extend or turn around the situation.
How would you upsell our product? Describe a time where you have done this with a customer in your previous roles.
What problem do you think our product solves? |
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Comments:
Competency / Skill |
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Analytical |
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Questions |
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Describe a time where you have used data in your role to drive decisions or initiate action with customers. What was the data you looked at and how did you utilize it?
What data do you look at when working with customers? How do you manage this data?
Describe a time where you have investigated a problem with a customer and came up with a solution to fix this problem.
How do you share results with customers? |
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Comments:
Competency / Skill |
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Organized |
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How do you manage your time and ensure each customer is provided with the account management they require?
When you have multiple customers and projects that need managing concurrently, how do you keep track of them? |
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Comments:
Competency / Skill |
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Communication skills |
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Questions |
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Describe a time where you have had to communicate tough information to a customer. How did you do this?
How would you communicate a technical aspect of our product to a customer that doesn’t have technical abilities? Describe a time where you have done this.
How do you ensure customers are onboarded effectively?
Describe a time where you had to change your communication style or approach with a customer to get the outcome you wanted. |
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Comments: