Customer Success Manager Skills Assessment

Customer Success Manager Skills Assessment

Assessment Summary
Customer Success Managers are responsible for maintaining and growing ongoing relationships with customers. The CSM’s goals are to become a trusted advisor and to drive product adoption and growth through educating the customer on the value of the product and services available to them. The Customer Success Manager does this by sharing product knowledge, best practices, training material, and relevant industry use cases. They also analyse data available to provide insights, lead strategic conversations, and present to customer stakeholders and leadership.
Skills tested in this assessment
Skills that will be tested in this assessment include the candidate’s ability to clearly communicate, lead and structure conversations, how they ask questions and their critical thinking skills as they present options and solutions based on the information uncovered. The questions should address how they manage competing priorities, multiple accounts, structure and plan new engagements and their workload, as well as how they handle conflict management.
What to test with this assessment
You can expect to understand whether the candidate has the skills to strategically lead conversations, uncover the customer’s needs and explain how they can provide value based on the information uncovered . You will learn how they approach and resolve difficult conversations, investigate and solve issues, as well as how they manage conflicting priorities and organise and structure their time and workload.

About the Customer Success Manager Skills Assessment

Want to hire the best Customer Success Manager to help your business? Use our expert Customer Success Manager skills test to hire the best person and never make another bad hire.

A Customer Success Manager works primarily to build, maintain and retain relationships with customers and clients to ensure they are getting the best value out of the product or service. They do this by sharing product knowledge, helping with on boarding, providing training material and answering any questions that may arise. 

This Customer Success Manager test assesses whether job candidates work well with customers in a professional manner to overall grow and maintain a strong client base. This can include having strong organizational and interpersonal skills, and being a powerful leader.

Candidates who perform well on this Customer Success Manager skills assessment will have all the technical skills to be meticulous in their work and remain organized at all times. They will also have the required soft skills to effectively lead their team to achieve set goals.

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Question Type

Question

Organization

Question Type: Text

How do you monitor the health of your customers, what do you look out for and what actions do you take when you notice something is unusual?
Question Type

Question

Interpersonal

Question Type: Video

Mock Call/Case Study - Initial Customer Call Situation: You have locked in your first call with one of your new customers. They have been a customer for over two years and your research shows that their usage has been decreasing month on month for the last couple of quarters and there have been no new users created in that time. You will be using this call to understand the reasons for the decrease and low adoption and to put a plan in place to get them back on track. To take place as a live mock call after providing the candidate with preparation time. The purpose of this activity is to assess their questioning skills and ability to uncover information and provide matching solutions.
Question Type

Question

Leadership

Question Type: Audio

You were on a call with a junior Customer Success Manager and noticed a few opportunities for improvement. How would you approach them and what suggestions would you make?

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