Customer Success Manager Interview Questions

Customer Success Managers, also known as Customer Experience Managers, aid business clients in taking full advantage of products, drive sales by influencing product upgrades, manage and sustain relationships with customers.

Whether you're a job seeker preparing to be interviewed for the role of Customer Success Manager or an employer preparing to interview candidates for Customer Success Manager position, these Customer Success Manager interview questions will help you prepare yourself for the job interview session.

Customer Success Manager Interview Questions

Below are a list of some skill-based Customer Success Manager interview questions.

1. How do you deliver bad news to customers?
2. How do you communicate with customers if you can't resolve a problem right away?
3. What's the toughest case you've ever handled?
4. How do you collaborate with sales and product teams in your current role?
5. Explain to me how [Product Feature] works.
6. How would you explain Twitter to your grandparents?
7. How do you demonstrate value in the first phone call or email?
8. Pitch me on an upsell of our product's next tier level.
9. How would you explain our product or service in a single sentence?
10. How would you change our product or service?
11. What skills are you hoping to develop in this role?
12. How do you measure success in your current role?
13. What would you add to our culture, or what would you change about it?
14. How would you prevent customer churn?
15. How would you de-escalate a frustrated customer?
16. Let's say you have to complete multiple tasks, how would you determine their priority?
17. If you saw a customer using more seats than they’re paying for, how would you handle it?
18. How do you go about identifying and establishing rapport with individuals in various customer roles (ex. company executives, department managers, admins, power-users, team leads, and general users)?
19. What is your approach to uncovering and working towards customer expectations, values, and desired outcomes?
20. Tell me about a time where you reached a successful agreement with a customer in terms of goals, objectives, or timing?
21. Describe a time when you had to re-set a customer’s expectation and what was the outcome?
22. Tell me about a time when you had to translate a customer’s concern/desires to an internal team/team member that had what you considered to be a successful outcome?
23. Tell me about a time when you believe that you established or increased credibility with a different department within your company (ex. Marketing, Sales, Professional Services, Onboarding, Dev, Product Management, Finance, Support, Training, and Senior Management)?

Customer Success Manager Interview Questions and Answers

Every interview is different and the questions may vary. However, there are lots of general questions that get asked at every interview.

Below are some common questions you'd expect during Customer Success Manager interviews. Click on each question to see how to answer them.

1. Are You a Leader or a Follower?
2. Why Do You Want To Leave Your Current Job?
3. What Is Your Greatest Accomplishment?
4. What is Your Salary Expectation?
5. What is Your Greatest Strength?
6. What is Your Greatest Weakness?
7. Do You Have Any Questions for Us?
8. Why Should We Hire You?
9. Why Do You Want This Job?
10. Tell Me About Yourself