Which tools have you used in customer success, and how did they help you?
What the interviewer wants to hear
- Names relevant tools such as CRM and CS platforms
- Explains concrete uses like health scores and playbooks
- Mentions product analytics and support tools
- Shows data helps prioritise work
- Willing to learn new tools
Model answer
In my last role we used Salesforce as the system of record and Gainsight for customer success. In Gainsight I used health scores and timeline notes every day, and playbooks that created tasks when usage dropped or a renewal was 120 days away. That helped me prioritise my week instead of reacting to the loudest customer. I used Mixpanel dashboards to check feature adoption before business reviews, and Zendesk to review open tickets for each account before calls, so I was never surprised. I also used Gong to review call recordings and share customer feedback with product. I have not used ChurnZero, but the concepts are similar, and I usually learn a new tool quickly by setting up my own dashboard for my book of business.
Can you answer it under time pressure?
Take a timed easy round and get scored on every answer.
More easy Customer Success Manager questions
- In your own words, what does a Customer Success Manager do?
- Why is customer success important for a subscription business?
- What is churn, and what are some common reasons customers churn?
- How would you run a kickoff call with a new customer?
- A customer is upset and complaining on a call. How do you handle it?
- How do you build a strong relationship with a customer you have just been assigned?
- How do you say no to a customer request you cannot fulfil?
- A new manager at a customer asks, "Why are we paying for this?" How do you answer?
- How do you make sure no renewal in your book of business catches you by surprise?