FREE CS HIRING KIT
Most CSM interviews test whether someone is nice to customers. These scorecards test whether they own the result: adoption, renewal and expansion.
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Two scorecards, 22 interview questions. Free, no sales call required.
SUCCESSENGINE · CSM HIRING KIT
The CSM Interview Scorecard
Hire CSMs who own outcomes
Teach
● ● ● ●
Tailor
● ● ● ●
Take control
● ● ● ●
Challenge
● ● ● ●
Own the outcome
● ● ● ●
WHAT’S INSIDE
01
CSM Interview Scorecard
• Five competencies: Teach, Tailor, Take control, Challenge and Own the outcome
• Ten interview questions, with what to listen for and the red flags
• A 1 to 4 rating scale and a clear hire bar
02
CS Leader Interview Scorecard
• Six competencies, including Build the team
• Questions for Heads, Directors and VPs of Customer Success
• Board-level topics: GRR, NRR, forecasting and pushing back on the business
PREVIEW
Owning the outcome means owning the whole customer journey, from onboarding to expansion.
Two questions per competency, with what great sounds like and what to watch out for.
Score before the debrief, so first impressions don’t win.
WHY OWNING OUTCOMES
The best CSMs don’t wait for customers to ask. They teach customers something new, connect the product to each stakeholder’s goals, run the renewal and push back when a plan won’t work.
01
Onboard
Go-live and a first win fast
02
Adopt
Usage that sticks across the team
03
Prove value
Results in the customer’s own metrics
04
Renew
The renewal conversation, including price
05
Expand
Upsell that follows proven results
WHO IT’S FOR
✦
Founders and CEOs
Hiring a first CSM or a first Head of CS, and not sure what good looks like.
◌
CS leaders
One consistent bar across every interviewer on the panel.
≡
Talent and hiring managers
Questions you can run without a CS background, with clear signals to listen for.
ABOUT HUEY
I built Zoom’s APAC Customer Success team from the ground up as the third employee in the region and its first CS hire. I founded SuccessEngine because too many recruiters didn’t understand the CS roles they were hiring for.
FREE DOWNLOAD
We’ll email you the PDFs straight away. Use them, share them with your panel and adapt them to your team.
