Senior Customer Success Manager Skills Interview
Author:
Cameron TaitIn Cameron Tait’s template, questions and answer tips are optimized for a Senior Customer Success Manager who works with large customer accounts to ensure they get the maximum value from their investment in purchasing the company’s products. As managing customer relationships effectively is critical to this role, this template covers key skills required to build and manage those relationships including promoting engagement and adoption of new features, resolving customer issues effectively, and tailoring solutions and communications to unique customer needs.
Focus area:
Question
1
Tell me about how you've worked with customers in the past to increase or maximize adoption rates of a product/service? Did you have any controls in place for monitoring engagement, and why were your strategies successful?
What does this question reveal?
Candidate has the ability to monitor and increase product/service engagement
Explore tips
- Prioritizes facetime with customers to gather information on their wants/needs
- Communicates product value by aligning it to current/future business needs
- Stays informed of accounts (e.g. regulatory pressures, business expansions)
- Collaborates with internal teams to design/run adoption exercises or activities
- Shares evidence of success (e.g., customer engagement and retention data)
Question
2
What do you consider when deciding which accounts to prioritize, and how have you managed a high priority account differently than a lower priority account in the past?
What does this question reveal?
Candidate has the ability to tailor approach to different customers/segments appropriately
Explore tips
- Considers monetary value, direction from management, and external visibility
- Proactively checks in with high priority accounts to monitor needs/bring value
- Proactively provides suggestions to offer additional products/features
- Offers tailored value/resources to all customers; adapts approach accordingly
- Cuts losses and time investment once thresholds have been reached
Question
3
Imagine a scenario where a customer reaches out to you saying that their product/service has failed (or is not performing to their expectations) in a certain way. How would you manage the customer in that situation?
What does this question reveal?
Candidate has the ability to solve customer issues productively, successfully, and professionally
Explore tips
- Listens to the customer’s concerns - completely
- Documents situation thoroughly and repeats back to ensure proper understanding
- Documents insights/learnings about the issue to apply to future situations
- Sincerely apologizes for the issue and empathizes with them
- Takes ownership/blame and ensures it won't happen again
Question
4
As a Customer Success Manager what are your primary considerations when looking after existing customer needs? Can you please share an example of how you have done this successfully in the past?
What does this question reveal?
Candidate has the ability to prioritize customer’s needs and deliver them value
Explore tips
- Gaining a deep understanding of each customer's needs
- Tailors success plans based on unique needs/segments
- Adapts communication (e.g. style, frequency) based on customer preferences
- Offers value to help customers achieve goals (e.g. resources/new features)
- Monitors success with goals and associated metrics
Question
5
Tell me about a time where you were helping a customer overcome an obstacle with the product/service in the past. What steps did you take to help them resolve the issue, and what was the outcome?
What does this question reveal?
Candidate has the ability to approach problems with a solutions-oriented mindset
Explore tips
- Defines user’s goal based on what they need to accomplish (e.g. user stories)
- Asks questions/actively listens to the customer to understand/clarify the issue
- Identifies obstacle, assesses severity, and finds a solution
- Finds temporary solution if possible; works with teams to resolve issue
- Plays ‘quarterback’/PM to see the obstacle through
Question
6
In your past roles, how did you keep up to date with your company's product improvements? How did you communicate these new features to your customers?
What does this question reveal?
Candidate has the ability to stay up to date on product knowledge to enhance services
Explore tips
- Makes a concerted effort to consistently learn about updates etc.
- Identifies relevant others to consult when they don't know or need to learn more
- Understands which solutions are available and how they help customers
- Identifies how to tailor new services to client’s needs based on offerings
- References any internal systems that have helped them stay up-to-date
Question
7
Describe a time your initiative was particularly effective in helping a customer’s project succeed. What were you responsible for, specifically, and how did this help the customer's project achieve success?
What does this question reveal?
Candidate has the ability to take initiative and drive impact in the business
Explore tips
- Clearly explains their role and the work they were responsible for
- Uses ‘I’ instead of ‘we’ statements to show ownership over work
- Identified opportunities to improve/identify solutions without being asked
- Explains their impact on the outcome and how project helped business success
- Notes metrics are helpful for context setting
Question
8
Imagine you join our company as a Customer Success Manager. What is one difference you anticipate with working here compared to your previous company? How will you prepare for or adapt to these changes?
What does this question reveal?
Candidate has the ability to adapt to change in new environments
Explore tips
- Identifies valid similarities and differences between organizations
- Is eager to experience differences and is motivated to succeed in a new context
- Quickly seeks out information to learn about anticipated changes
- Views the change as an opportunity to expand their learning and development
- Acknowledges they will need to learn from others
