Interview questions: looking for the best way to hire a Customer Success Manager?

We’ve compiled a list of interview questions normally used in an online skills assessment for a Customer Success Manager role.

To hire a great Customer Success Manager it’s not enough to ask “resume questions” about someone’s experience. The best way to predict performance is to test job-related skills by seeing how candidates perform tasks they’d normally do on the job.

In this skills assessment you’ll find interview questions that evaluate a mix of skills relevant to a Customer Success Manager, including Customer Service, Motivation, Communication, and Customer Success Tools.

Customer Success Manager question preview

Customer Success Manager interview questions

Question 1

Customer Service

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Customer Service

Why do you enjoy talking to customers? This isn't a trick question, we really want to know.

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Question 2

Customer Success

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Customer Success

In fifteen words or less, and without using the word "success", explain customer success.

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Question 3

Motivation

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Motivation

If we could arrange for anyone in the world to mentor you, who would it be and why?

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Question 4

Customer Success

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Customer Success

Where does customer success start and where does it end?

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Question 5

Customer Success

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Customer Success

Give examples of some customer success milestones.

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Question 6

Customer Success

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Customer Success

Someone starts a live chat. She opens up with "Hi, your software seems expensive compared to your competitors." Record a short video of what your immediate thoughts and are options for responding. It's not a roleplay so don't deliver the answer itself. We just want to know what goes through your mind in that situation.

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Question 7

Customer Success

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Customer Success

Someone registered, did part of the onboarding, then asked for a demo but kept postponing it, eventually the free trial ended. What next?

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Question 8

Communication

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Communication

Write an email to a customer asking for a testimonial.

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Question 9

Customer Success Tools

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Customer Success Tools

Which tools and methods (e.g. help, chat, prompts, content, webinars, demos, etc) do you like to use to close success gaps? It's up to you which examples you'd like to draw on, but please give context and explain your answers.

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Question 10

Customer Success

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Customer Success

Is there a difference between prospects not converting to paying customers and churn? Can you measure them the same way?

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Question 11

Customer Success

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Customer Success

You started a new job as customer success manager and noticed that the customer journey map is focused on your company's goals, not the customers. What do you do, step by step?

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Great people are worth it

Talent management is the most important competitive advantage in any business.

Vervoe helps companies reach their potential by avoiding bad hires, which cost up to 2.5x salary.

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