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Cheat Sheets to Hire a CSM

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Determine the Price of Admission The majority of your Customer Success Team's day to day is written communication. Request a brief written introduction they would send to their new customer Ask for a short synopsis of a couple of advanced features (on your product) that may help their new customers' workflow and provide an improved ROI. The first person in any role in your department should ideally have experience in that role. Aim for a minimum of 2 years with proven success. This ensures that the candidate has been in the trenches of customer success and understands what works well, and what doesn't. They've Arrived. Now What? Construct a well-balanced interview team that will provide different perspectives. These will be key internal partners that the CSM has to work closely with. There are three exercises you can conduct to understand how a candidate thinks: "On the whiteboard, please map out your current customer lifecycle (at your current employer or previous) and the various phases of a customer's journey through your product. How have you guided them through these phases successfully?" You are looking for their understanding of the customer lifecycle and the phases a customer goes through and specific examples of how they've ushered this growth. (Onboard, first value, growth, renewal, start cycle again) "Now that you've done some research on our product, who we are, and how customers use our product, what are some key data points that you would want in order to define customer health?" You are looking for their understanding of your product, and how they view health. Typical answer would be log in data, usage data, MRR/ARR, previous upsell data. Look for answers that are specific to your product. "This is a customer base. All things regarding these customers are equal. They have similar MRR and are from the same industry/market segmentation. 125 customers in red (unhealthy), 50 in yellow (neutral) and 25 in green (healthy). Who do you contact first and why (draw below diagram on a whiteboard if possible)?" You are looking for the proactive answer. Human nature will dictate that we contact the red (in danger) first because we are worried about churn. But, if we take the proactive stance, we have a lot to learn from the green (healthy) customers. Once we have learned what is making them successful, then and only then, we should contact the red. 0 2 / 0 3 1. 2. 3. I N C O L L A B O R A T I O N W I T H M A R A N D A D Z I E K O N S K I

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