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Customer Success 30 / 60 / 90 Day Plan
Customer Success Interviews
Customer Success Soft and Hard Skills
Developing Your Customer Success Career
Customer Success Career Path
2 Answers
Brett Milstein
Narvar Director, Customer Success • February 7
Rather than just asking a candidate about their background, I prefer to ask about real situational questions. Here are a few of my favorites: * Tell me about a time you had an unhappy customer. What was the issue and how did you resolve it? * Take me through a time when a customer provide......Read More
2277 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
Here are the key questions I will cover with candidates. Typically I will meet with candidates in the first round for thirty minutes to cover the basic "wiring" - are they collaborative? are they human-centric? are they curious? - and the rest in a final round when we have a few finalists. The......Read More
457 Views
3 Answers
Brett Milstein
Narvar Director, Customer Success • February 7
Here are a few mistakes I see most often: 1. Not doing their research on the company/role they are interviewing for. It is surprising how many interviews I have participated in where the candidate had clearly not reviewed our company's product offering or job description. One of the keys to in......Read More
1739 Views
5 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
Question: What does customer success mean to you? What is it, what is it not? Why it's good: It's open-ended, and gives the candidate a big opportunity to talk about CS as a field, the success of a customer on an individual basis, and more. Example of a great answer: "To me, Customer Su......Read More
2637 Views
2 Answers
Brett Milstein
Narvar Director, Customer Success • February 7
In my experience there are a few characteristics/skillsets that the best CSMs I have hired all have in common: 1. Organizational skills - This is #1#1 for me. I have never seen a CSM who was not organized be successful. As a CSM requests are being thrown at you left and right, and you are bein......Read More
1458 Views
2 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • May 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 ......Read More
596 Views
2 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • May 2
To gauge autonomy of Customer Success Manager candidates, I like to ask: * Describe what role the CSM plays with the customer, in your experience? This helps me see the candidate's willingness to be strategic or tactical (hopefully both, when necessary!), how they work with internal cr......Read More
559 Views
1 Answer
Wynne Brown
RocketReach VP of Sales & Customer Success • May 16
The best way to improve your interviewing skills is good old-fashioned practice. And it is key to practice with another human so you can get feedback on how you are telling your stories. Customer Success is all about humans, so practicing in a vacuum won't give you what you need to improve. I ......Read More
511 Views
3 Answers
Christine Vienna Knific
mParticle Senior Director, Customer Success - North America • January 17
As a customer success manager, one of the most important skills someone can develop is setting the right expectations and getting alignment between internal and external stakeholders. The biggest frustrations I've exeperienced come from when we haven't reached alignment. The best CSMs do this......Read More
2037 Views
Where do you see the future of customer success heading?
What skills will a future customer success manager need that he/she doesn't have today?
2 Answers
Meenal Shukla
Gainsight Director of Customer Success • January 19
1. Customer Success will become more and more metrics-driven. Without performance standards, it is very difficult to show the true value of CS to the organization. 2. Proactive experience and Personalization: believe the future of customer success will continue to focus on providing a personaliz......Read More
696 Views