Hiring Customer Success Managers? Ask These!

In this business era of startups, customer success professionals are the most in-demand. They are like adhesives between sales, marketing, and product. These professionals not only serve as the voice of the customers but also as the implementers of customer retention strategies. Clearly, finding a reliable customer’s success team isn’t a child’s play.  In fact, it’s one of the loftiest tasks of finding strong candidates who can handle the level of work needed to achieve excellent results. 

But how actually analyze the skills of such customer success candidates? Experts customer success recruiters say you can easily determine this by asking these questions given below. 

Question 1: How you measure the quality of customer service provided by your team?

This is an opportunity for the candidate to showcase his knowledge about metrics and data tracking. Alert your ears for details on how they measure the effectiveness of their customer interactions and the retention levels. The right candidate will articulate every key performance indicator he or she tracks on a regular basis. 

Question 2: What you do to improve customer churn?

This one is a tricky question. You can expect a company-wide methodology or any sure-shot implementation as the answer. But the best answer is in which the candidate describes projects surrounding incentive programs, customer segmentation efforts, or discount programs. Also, look for the one that symbolizes strategies to retain the leaving customers.  

Question 3: What You Do To Measure Customer Satisfaction?

The ideal answer to this will composed of predictive analytics, customer satisfaction surveys, and of course the net promoter score. Additionally, it is crucial to employ a system that constantly measures the effectiveness of this process. 

Question 4 Which CRM are you using?

From their answer, understand how they use it for their business and will it help you with your team or not. Also, this answer will showcase the knowledge of the candidate regarding the latest CRM software in the market. 

Question 5 What you do to motivate other business units for gaining customer success in their interactions?

The best answers are inclusive of discussion around cross-functional meetings and programs on how they’re making use of experience of the senior executives. Plus,  it is vital to check how they’re maintaining the voice of the customer in their internal conversations.