The goal of any customer success interview is to determine if a role is a mutual fit. Does the candidate have the skills and experience the hiring manager is looking for? Is this a role, team, and company that the candidate wants to commit to joining? Of course, there are some standard customer success interview questions that are bound to come up.
There are simple things like “tell me about yourself,” age-old head-scratchers like “what are your strengths and weaknesses,” and scenario-based questions that start with, “tell me about a time when…” Note: be sure to use the STAR format when answering this type of question! Highlight the Situation you were in, the Task you were given, the Action you took, and the Result it brought.
But aside from the usual suspects, there are plenty of more creative customer success interview questions to get to the heart of a CS candidate’s experience. By incorporating a small number of unconventional questions into an interview, hiring managers can gain deeper insight into how the candidate may perform in the demanding environment of a customer-facing role like CS.
1. Describe your work self in one adjective.
Why ask it: This question invites a short answer that provides outsized insight into any customer success candidate. At first blush, their response reveals self-perception, key strengths, and their ability to communicate concisely and with confidence.
And perhaps even more importantly, their answer can help you identify if their chosen trait aligns with the goals of the role and your company values.
How to answer it: Honestly. Don’t try to think of the word you think the interviewer wants to hear; just give the honest answer that you believe best describes you at work. Saying something that isn’t necessarily true is bound to come back to bite you in the long run, so don’t risk it.
Distilling your entire professional persona into a single word is no small task, so it’s okay to take a moment to pause to think about it before you just blurt out the first word that comes to mind.
2. Tell me about the most amazing customer experience you’ve ever had…
… either in a business or personal setting. How did that experience impact your relationship with that brand? How has it shaped your approach to customer success?
Why ask it: As customer success leaders, we see the importance of every single customer interaction, positive or negative. We know the impact that one single experience can have on a customer’s journey with your company, and their likelihood to churn, stay, or grow.
We understand this most deeply when we put ourselves in the customer’s shoes, so what better way to gauge a candidate’s understanding of the important role they play, than by asking them to do the same? It’s also an opportunity for candidates to demonstrate their passion for creating positive customer experiences, how they apply personal experiences to professional growth, and if their mindset aligns with the company’s CX goals
How to answer it: With a true story from your life. That coffee shop that knows your order by heart, the hotel brand that puts extra pillows in your room without you having to ask, or the CSM that CSM’ed you into being a better CSM (ooh, was that too meta?) – tell it!
This is also a question with multiple parts, so be sure to answer each component to ensure the interviewer gets the insight they’re looking for.
3. Your customer goes live tomorrow. You get three wishes to ensure they renew – what are they?
Why ask it: Similar to the first question on this list, this reveals a candidate’s ability to communicate concisely. But it also demonstrates their critical thinking, prioritization, and problem-solving skills – all absolutely essential in a customer success role.
It also reveals their understanding of long-term value (not just quick wins) and the reality that retention doesn’t happen overnight.
How to answer it: Base your answer on your past experience – think about previous roles and what has made the most successful customers.
Answers that include how to demonstrate value and return on investment (ROI), executive engagement, and long-term thinking are likely to put you in a strong position. And be sure to explain why each of your wishes is important.
4. Take the next couple of minutes to teach me something…
… it can be absolutely anything – it doesn’t have to be related to the role, the industry, or even work.
Why ask it: This is my personal favorite question on this list – I’ve been using it in every customer success interview I’ve conducted for years, and it’s always given me such an insight into both their way of thinking and working, but also into them as a fellow human being.
This question shows you how the candidate communicates when they’re talking about something that excites them. By allowing them to pick absolutely any topic to answer this question, it can help remove any nerves or sense of trying to regurgitate the “right” answer. It shows me a glimpse of what lights them up and how they express that excitement. This gives a peek into their communication style at its most natural, and can even help you envision how they might teach a customer about a new product feature, or help a teammate learn a new skill.
How to answer it: With something that excites you, and that you can explain clearly and concisely. I actually love it when candidates ask for a moment to think about what they’re going to teach, so don’t be afraid to take that time to pick a topic and gather your thoughts.
How to drive a motorcycle is a memorable one I heard several years ago, and how to hang art while ensuring it remains level was the first answer to this question that I ever got, and I still remember the steps that candidate shared!
5. I’m sure you prepared an answer for a question I didn’t ask. What’s the question? And what’s the answer?
Why ask it: I like this question because it allows a candidate to highlight their diligence and preparation. It also reveals whether they can take initiative and guide the conversation toward their strengths.
How to answer it: With a question and answer that play to your strengths. Did you have a unique path to get to customer success? Talk about how that background helps you be better at a role like the one you’re interviewing for. Do you have a knack for staying calm in stressful situations?
Share an example of how you de-escalated an unhappy customer. Whatever unique skills, traits, or experience you bring to the table, be sure to emphasize them in your answer to this question.
Why ask unconventional customer success interview questions?
You won’t find these questions on any lists of ‘most frequently asked customer success interview questions,” so they do often catch candidates off guard.
But remember that they’re not intended as a scare tactic or as a gotcha, but rather to observe how candidates take in and process the unexpected requests. This provides a valuable window into how they’ll likely handle the surprising conversations that come with any role, particularly one that’s client-facing.
Hiring managers, remember that candidates don’t have answers at the ready for these questions like they may for others on your list. And candidates, remember that it’s okay (good, even!) to take a moment to gather yourself and think about your answers to these questions before you start to speak. Happy interviewing!
