Interview
Questions

Walk me through your approach to onboarding a new customer. What does the process look like and what are the key milestones?

Tell me about a time you successfully reduced customer churn. What strategies did you implement and what results did you achieve?

Describe a time you turned around a customer who was about to churn. What signals did you notice and what actions did you take?

How do you identify opportunities for expansion within existing accounts? Give me an example of a successful upsell you drove.

Tell me about a time you handled a difficult or unhappy customer. What was the situation and how did you resolve it?

How do you measure customer health? What metrics and signals do you track to identify at-risk accounts?

How do you collect and act on customer feedback? Give me an example where feedback led to a meaningful change.

How do you work with sales, product, and support teams to drive customer success? Describe your collaboration approach.

What would you aim to achieve in your first 30 days as a Customer Success Manager at our company?

How do you prioritize your time across a portfolio of accounts with different needs and sizes?

Walk me through how you approach a renewal conversation. How do you prepare and what does success look like?

Describe your approach to conducting quarterly business reviews with customers. What do you include and how do you drive value?