Interview questions
Customer & Operations
Customer Success Manager interview questions
These questions assess a CSM's ability to drive adoption, prevent churn, and grow accounts.
11 questions across 4 stages.
Phone screen
- 1Describe the book of business you manage today.
- 2How do you measure the health of an account?
- 3What does a great onboarding look like?
Role-specific
- 1How do you spot churn risk early?
- 2Walk me through how you'd run a quarterly business review.
- 3How do you identify and drive expansion opportunities?
- 4How do you handle a customer who isn't adopting the product?
Behavioral
- 1Tell me about a churned account you couldn't save. What would you do differently?
- 2Describe a time you turned a detractor into an advocate.
Situational
- 1Your largest account threatens to cancel at renewal. What's your plan?
- 2A customer wants a feature you don't have. How do you handle it?
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