Hello there, my name is Richard McMunn from the interview training company, PassMyInterview.com.
And in this tutorial, I'm going to teach you how to pass a Customer Success Manager interview.
If you have an interview coming up for any Customer Success Manager role whatsoever with
any organization, make sure you stay tuned, watch the presentation from start to finish,
because I promise to help you succeed at your interview! And to achieve that goal, this
is what I will cover. I will give you a list of Customer Success Manager interview questions
that I strongly recommend you prepare for. I will give you strong, unique answers to
those questions to help you succeed. I will give you some tips on how you can be the STANDOUT
CANDIDATE during your CSM interview. And finally, I will tell you about further resources you
can get access to, including these slides to help you succeed. There’s four reasons
why I recommend you stay tuned. And just very quickly before we get going. A warm welcome
to this Customer Success Manager interview. My name is Richard McMunn. That is me there
in a center of the screen and I’ve been helping people for over 20 years now to pass
their interviews. I always do that by giving you TOP-SCORING ANSWERS you can't find anywhere
else. Please make sure you SUBSCRIBE so you don't miss out on any content I upload. You
can also connect with me on LinkedIn. I've put my LinkedIn.com link in the description
below the video. And please do give the video a LIKE because that tells me you enjoy the
content. Thank you very much. The first question we need to prepare for. Tell me about yourself.
Now, it is very important you get off to a positive start at your interview and this
question is your opportunity to not only showcase the skills and qualities you have, but also
how you will be able to ADD VALUE to their organization in the role of Customer Success
Manager. Here's a great answer to assist you during this first Customer Success Manager
interview question. Tell me about yourself. Here we go. “I am a highly conscientious,
standards-driven and committed Customer Success Manager who takes their responsibilities and
duties seriously. Over the years, I have built up lots of transferable skills, qualities
and expertise that enables me to provide customers with exceptional service, to respond to problems
quickly and to work with diligence whilst building strong, long-lasting relationships
with everyone I work with. For example, in my last customer services role I built up
a reputation for having a strong interest in customer value and being able to maintain
the service of our valued customers long-term which helped increased the commercial success
of the company. To summarize, if you hire me as your Customer Success Manager, I will
prove quickly I can manage a large caseload of clients, I will ensure your organizational
standards and values are maintained and I will consistently meet challenging targets
and key performance indicators.” That is a brilliant answer! It is positive in nature
and it gives you the confidence to move on for the rest of your CSM interview with professionalism
and diligence. You can either pause the video if you want to and take note of the questions
and answers as we progress. Or if you want to wait, I will tell you soon where you can
download my full set of Customer Success Manager interview questions and top-scoring answers,
including the ones we are working through together today. The next question, why do
you want to work for our company as a Customer Success Manager? I believe it is important
you choose the company you work for carefully in the role of Customer Success Manager. To
excel in the position you need support, you need to work to effective systems, and you
need a good team around you. Here's my suggested answer. Why do you want to work for us? “I
want to work for your company because not only do you have a great reputation within
the industry, but those people I have spoken to about the work you carry out had nothing
but positive things to say about you. As the Customer Success Manager, one of my responsibilities
will be to ensure customers are guided through the fastest path to value. Customers need
to see a return on their investment as soon as possible and this can only be achieved
if the organization has systems in place to achieve that goal. It has been clear from
my research that I will have the necessary tools, the resources and the support to execute
all of my duties to a high standard in a fast and efficient manner.” That answer shows
that you have considered carefully why you want to work for their company, and you are
showing an understanding of how important it is to get your customers through to a PATH
OF VALUE so they can see a positive return on their investment quickly. That's a great
answer. Now, don't go anywhere because I still have more questions and answers to work through
with you. But when you're ready, if you want to CLICK THAT LINK in the top right-hand corner
of the video, it takes you through to my website, PassMyInterview.com, where you can download
my full set of 27 Customer Success Manager interview questions and top scoring answers,
including the ones we are working through right now. But here's the next question. When
dealing with customers, what's the most important thing to consider and why? Although this is
a relatively simple question to answer, some people, in my opinion, get it wrong. They
will say the Annual Recurring Revenue is the most important thing, when in fact, it isn't.
Here's my suggested answer. “The most important thing to consider, undoubtedly, is to listen.
Listening is one of the most underutilized skills. By listening, you are making the customer
feel valued, heard and it gives you the opportunity, as their Customer Success Manager, to gain
knowledge that will help you to provide exceptional service and to meet their needs. This, in
turn, helps create loyalty and it enables you to retain customers for the long-term.”
That shows that you are a smart and intelligent Customer Success Manager who knows the value
of effective communication and in particular, listening. The next question: A customer contacts
you and they are dissatisfied with an area of our service. You don't have the scope within
your team to make the necessary improvements. What would you do? Taking responsibility for
situations is within your remit as the Customer Success Manager. And this question assesses
your ability to think on your feet and overcome difficult challenges. Here's my suggested
answer to help you. “First and foremost, I would inform them that I would make the
necessary changes to improve the service and I would give them a timeframe in which things
would be changed. If I did not have the scope internally to make the improvements, I would
outsource the work. Under no circumstances would I say that I did not have the resources
or the time to make the changes needed. That would be down to me to resolve and I would
choose an outsourcer or a contactor from one of the many trusted websites that are now
available where people are rated on their level of experience and the service they provide.
For example, in a previous Customer Success Manager role, I utilized the services of a
contractor on the website UpWork.com to get a task completed in a fast timeframe for an
important and valued customer.” That shows, NUMBER 1, you take responsibility for your
duties. NUMBER 2, you think on your feet and use creativity to find a solution to the problem.
And that's the important thing when responding to that common Customer Success Manager interview
question. The next one, how would you manage your time with multiple different clients
and customers? The more customers you can manage, the greater the return for the organization!
Now, within your answer, show you can manage lots of customers by being organized, by prioritizing
tasks and by working hard to complete all of your responsibilities to a high standard.
Here's my suggested answer. “There are five important things I would do when managing
multiple clients. Number one, I would PRIORITIZE TASKS based on urgency. For example, at the
start of each day I would need to respond to problems, queries or issues quickly and
delegate tasks, so any pressing matters were dealt with. Number two, it is very important
I RESPOND TO ALL COMMUNICATIONS with customers in as fast a time as possible. I always try
to respond to emails and messages within the hour, even if it’s simply to acknowledge
receipt and to inform them I will get back to them as soon as possible. Number three,
I would CREATE ‘TO-DO’ LISTS based on what I needed to complete each day and give
each task a level of priority. Number four, I would UTILIZE TIME MANAGEMENT APPS & TECHNOLOGY
to give me reminders of what needs to be done and by when and to monitor task progress.
Whilst I am extremely well organized, it would be unacceptable to miss a task, or a deadline
and technology will help to eliminate this risk. Finally, number 5 I would STAY FOCUSED,
TAKE RESPONSIBILITY for all tasks and respond with pace to problems and issues whilst provide
exceptional service that encourages retention and repeat business.” I like the answer
because you are focusing on five different things you will do to manage your time with
multiple different customers and clients. The next thing to do please, this is important.
CLICK THAT LINK in the top right-hand corner of the video. Go through to my website, PassMyInterview.com
and take a look at my 27 Customer Success Manager interview questions and at top-scoring
answers. You have the option to DOWNLOAD them in PDF format, so they can be within your
inbox within two minutes from now, including the ones I've covered in these slides. There
are also some very important tips on that page that will help you to achieve the highest
scores possible during your Customer Success Manager interview. I hope you've enjoyed that.
Don’t forget to SUBSCRIBE. Please come and support the channel, connect with me on LinkedIn.com
and give the video a LIKE. Thank you very much for watching and I wish you all the best
for passing your Customer Success Manager interview! Have a brilliant day.