Hiring Customer Success Managers

Define the job requirements and qualifications for the Customer Success Manager position.
Develop a detailed job description that highlights the responsibilities and qualifications required for the role.
Screen resumes and applications to shortlist candidates who meet the initial criteria.
Conduct initial phone interviews to assess the candidates’ qualifications and fit for the role.
Conduct in-depth interviews with selected candidates to evaluate their skills, experience, and cultural fit.
Check references provided by the candidates and conduct background checks as necessary.
Continuously evaluate and refine the hiring process based on feedback and outcomes.

GENERAL

Discuss a difficult situation you had with a client and how you handled it?
- What was the result?
- What did you learn?
How do you upsell a client?
- What do you do to identify an opportunity?
- What are the next steps?
When do you start discussing renewal?
How can you make our clients more successful?
Tell me a little bit about our company, and our space.
Why do you want to work here?
How are you going to make our team better?
- Discuss some accomplishments in your past jobs
  - What are some examples of business processes or client interaction that you’ve developed to do your job better and make your team more successful
How often do you need to engage a client?
- How would you reach out to them?
How do you keep yourself organized and how do you manage your tasks/client work?
- How do you organize your day?
What type of skills do you feel are important for this role?
- What skills do you want to work on individually if you get this job?

HYPOTHETICAL

Assuming all renewals are processed/completed, what would you do with the rest of the time?
What do you do if a client calls up angry and says the sales person over-promised and they’re not getting the service they paid for and they want to cancel (knowing we don’t have a cancelation policy).
- What are the steps you’d go through to remedy this situation?
What do you do if a client won’t engage with the platform and won’t use the service?
- Does this matter?
What do you do if a client won’t pick up the phone or answer emails and you can’t get in-contact with them?
What do you do if a client says they want to cancel?
What do you do if a client isn’t paying and is late on their invoice?

CAREER