You need to shut down a product that some loyal customers still use. How do you handle it?
What the interviewer wants to hear
- Make the decision with data: cost, usage, strategy, revenue at risk
- Plan alternatives and migration paths
- Communicate early, clearly and with empathy
- Timeline with support, exports and contract handling
- Align internal teams and measure churn impact
Model answer
I first make sure the decision is sound: maintenance costs, opportunity cost, strategic fit, how many customers use it, how much revenue is at risk and whether key accounts depend on it. If we proceed, I plan the path for customers: the best alternative, which might be another of our products or a partner, migration tools and data export. I set a realistic timeline, often several months, with clear dates for no new sign-ups, reduced support and final shutdown, and check contract obligations with legal. Communication should be early, honest and empathetic, explaining why, with direct outreach to the most affected customers before any public announcement. Sales, support and success teams get scripts and FAQs. During the sunset I track migration progress and churn, and offer extra help to accounts that are struggling.
Can you answer it under time pressure?
Take a timed hard round and get scored on every answer.
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