Questions you are asking in interviews

krishna.reddy20072000
Member Posts: 7 Seeker





Hello Community,
I would like to see what are the main questions you are focusing on in the interviews when you hire CSMs/Manager of CS.
Thanks.
I would like to see what are the main questions you are focusing on in the interviews when you hire CSMs/Manager of CS.
Thanks.
Tagged:
0
Comments
-
Hi Krishna,
I have been interviewing for CSM roles for the past few months and I have been asked some interesting questions:- Situtaional questions around times where I experienced team friction or failures and how I learned from them.
- How do you use data to identify churn indicators? Follow-up: What process was put in place to flag these indicators every time they appeared?
- What actions do you take when you do not have alignment across internal teams?
- And, my personal favorite: Teach me something for the next 60 seconds.
-Kyle0 -
Hi Krishna,
Many of the questions you'll need to ask will be dependant on your product and what you specifically need from a CSM.
But, I always think about it in a few simple ways.- You're not hiring a developer or data technician so you don't need to test them.
- CSMs will be handling your customers (biggest asset) but your customers are people. So you want CSMs that have people skills and abilities.
- Ask some interesting life questions. See how well they communicate and express themselves.
- Try to get to know them and see if the discussion flows. The ones that can develop deep relationships with your customers will almost certainly have higher retention rates and breed more advocacy.
The main piece here is to actually assess their writing and communication ability through writing. Like it or now, we communicate mainly via text these days so for CSMs to express tone correctly and be able to solve problems via text is important.0 -
Hi Krishna,
I found personalising some of the questions listed in the article below quite interesting:
https://www.custify.com/blog/customer-success-manager-interview-questions/
Hope it helps!
Adam0 -
I would make sure that every interviewer is assigned a different competency in order to get the best shot at a 360-degree view of this person, followed by some sort of situational take-home and presentation.
Competencies /interview themes tend to be around data analysis, customer leadership, technical aptitude, business value/ROI, commercial sensibility, and tough customer conversations.
For the presentation, avoid a role play and have the candidate complete and present a case study that will dial in on business impact/value, while also showing that they can present and "defend" their thinking.
Other specific questions I ask:
- when have you been blindsided by churn, and looking back- hindsight 20/20- what would you have done differently?
- tell me about your sales style/strategy (I ask this because whether it's a commercial role or not, someone needs to be able to sell the value, even if they aren't selling for dollars)
- how have you operationalized the way you work, and what we're the outcomes?0
Categories
- All Categories
- 130 GGR Cafe
- 172 CS Conversations
- 959 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 31 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 190 Strategy & Planning
- 15 Future Customer Success Professionals
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 17 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community