How to Prepare for a Customer Success Interview

By Maranda Dziekonski

How to Prepare for a Customer Success Interview

Congrats! You applied for a Customer Success position and are now preparing for your first interview. Whether this is your first time interviewing for Customer Success, or you’re an old pro, there are a few things that you should do to prep yourself for success.

Ultimately, what you are trying to solve for in an interview is whether there is a mutual fit for you and for the company. In order to have the best possible experience, be sure to do your due diligence in advance. There are aspects of the job that you should be assessed during the interview, such as company culture, working relationships with potential co-workers and manager, and overall core values. But this article is going to focus on what you should do before you even walk through the door.

Step 1: Research the Product and the Company

One of the most important steps is researching the product and the company. Technically, you should do some of this before applying for the position and then in greater detail once you make it to the next phase.

Customer Success Managers have many responsibilities and the majority of them are heavily focused on driving adoption of a product. You’ll want to demonstrate your abilities to the hiring manager. Give them a small snapshot into what the customer experience would be like with you at the helm.

A few things to think through are:

  1. Is this product something that you can see yourself supporting, advocating for, and working with on a day to day basis? You should know this before you go in.
  2. Most SaaS tools have a free trial. If you are interviewing for a company that has a free trial but have not used it, it sends a bad message. As a hiring manager, I am always impressed when a candidate comes in and tells me all of the amazing things they were able to do with my product. If a free trial is not available, research as much as you can about the product. Most companies have help centers, demo videos, and marketing collateral floating around on their website. Acquaint yourself with this content.
  3. You will be representing this company, what they stand for, and what value they bring on a daily basis. Do you believe in what they are solving for as an organization? Look at review sites such as Glassdoor and G2Crowd. What are employees and customers saying? This is more telling than taking a guess.
  4. Most companies will ask you “why us”. Do not just give a generic answer. Instead, hone in on the use case that stands out the most to you and get specific. If you are struggling to answer the “why us” in a passionate way, this may not be the right fit for you.

Step 2: Do Research On Who You Are Interviewing With

Do a quick search on everyone that you are interviewing with. Check out LinkedIn, Go to the full article.

Source:: Business 2 Community

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