Question Page

What are some of the most common red flags you've come across either on a candidate's resume or initial interview that you'd advise future customer success managers to avoid?

Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North AmericaMay 2
  • Show that you're a team player! It's a huge red flag when a candidate demonstrates a lack of willingness to work as a team. The ability to work cross-functionally to drive customer results is critical. If a candidate conveys the message "that's not my job," they aren't a good fit for our team.

  • Not understanding support vs success. There are a lot of definitions of Customer Success, but I need CSMs who work proactively to drive results. Using "support" and "success" interchangeably in a resume or interview discussion raises a concern.

  • Lack of metrics. Customer Success is often more difficult to measure than, say, a sales role because our metrics are not all quantitative, but that doesn't mean we aren't focused on showing results. Demonstrating a combination of qualitative and quantitative results in your experience set is important.

...Read More
1255 Views
Wynne Brown
Wynne Brown
RocketReach VP of Sales & Customer SuccessMay 16

A red flag that worries me is a lack of detail and variety in the stories about your work. If you are a great candidate, you will have detailed stories that show collaboration and have a beginning, middle and end... and more than one story! It doesn't mean that you have to have direct experience with relationship management but any experience you have should showcase the key traits necessary to be a great CSM:

  1. collaboration with various colleagues

  2. focus on understanding the challenge and how to orchestrate a solution

  3. what you learned, how you would do it better/faster/stronger in the future

  4. not lean on just one story across the whole interview panel which then makes it seem like you are a one-trick pony

...Read More
502 Views
Kiran Panigrahi
Kiran Panigrahi
Gainsight Senior Director - Client OutcomesDecember 13

Unlocking Success: Key Traits for a Stellar CSM!

  1. Proactiveness: Anticipate needs and take initiative.

  2. Adaptability: Navigate changes seamlessly in a dynamic landscape.

  3. Zeal to Learn: Stay ahead with continuous learning.

  4. Empathy: Understand and address customer pain points.

  5. Stability: Showcase a consistent, reliable, professional journey.

  6. Collaboration: Work seamlessly across functions for holistic success.

  7. Client-focused: Prioritize customer needs for lasting satisfaction.

These essentials ensure a top-notch Customer Success Manager. Spot them in resumes and interviews for a winning team!

...Read More
196 Views
Top Customer Success Mentors
Nicole Alrubaiy
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Christine Vienna Knific
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America
Conor Holmes
Conor Holmes
Confluent Director, Customer Success EMEA
Meenal Shukla
Meenal Shukla
Gainsight Senior Director of Customer Success
Rebecca Warren
Rebecca Warren
Eightfold Director, Customer Success
Ben Terrill
Ben Terrill
Brex Senior Director, Customer Success
Manil Vasantha
Manil Vasantha
Information Technology Consultant
John Brunkard
John Brunkard
Sitecore Vice President of Customer Success APJ
Michael Maday
Michael Maday
Gainsight Senior Director, Customer Success
Jessica Haas
Jessica Haas
Appcues Chief of Staff & VP of CX