Jessica Haas

Chief of Staff & VP of CX, Appcues

Content

What is your favorite customer success interview question and the best answer you've heard?

Jessica Haas

Appcues Chief of Staff & VP of CX • April 26

Scenario-based questions are my favorite but I especially like this one as it breaks the ice and allows the candidate to show their personality & you can have fun with the scenarios. Three emails hit your inbox, which do you answer first, second, and last and why? No wrong answers here! 1. ......Read More

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What should a CSM focus on in regards to leveling up in their career?

Jessica Haas

Appcues Chief of Staff & VP of CX • April 26

The two areas I would recommend are 1) Sharpening your Sales skills and 2) Adopting some Product Manager mindsets. When working with customers and the further upmarket you go, the more enriched these conversations need to be and the immediate areas for many customers are to understand their c......Read More

2002 Views

If someone is looking to begin their career as a CSM what are some must have online resources that you would recommend? thanks.

Jessica Haas

Appcues Chief of Staff & VP of CX • April 26

You're going to want a well-rounded set of knowledge and tools to set you up for success in Success. These include the practice of Customer Success, business metrics, core components of Customer Success, and supplementary industry knowledge. Below are some of my favorites that I've treasured over......Read More

1641 Views

What are the most important skills (both tactical and intangible) that are must-have for customer success managers?

Jessica Haas

Appcues Chief of Staff & VP of CX • April 26

There are so many but below are the top-5 I've used and subscribed to for years. These skills are must-haves for the best of the best CSMs but apply to any role in the CX space: 1. Ownership. They feel ownership of the customer & product and treat their domain as their own business. They f......Read More

813 Views

As a hiring manager, what do the best customer success candidates have in common?

Jessica Haas

Appcues Chief of Staff & VP of CX • April 3

These are the top-5 characteristics I look for and interview around! I've also found these traits to be useful and necessary for any CX role, giving your team member optionality if they want to pivot their career down the road: 1. They’re owners. They feel ownership of the customer & product a......Read More