What would be your top 3 questions for a customer success manager interview ($1M ARR/enterprise SaaS)?


This post is by Jason Lemkin from SaaStr


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My Top 3, plus a few bonus questions:
  1. What are the most important goals / KPIs for Customer Success at a company of our size and stage?
  2. How often should we visit, and check in, with which customers?
  3. How do you think Customer Success should work with the Sales and Product teams?
These three questions will tease out a lot. What goals they like to sign up for. How often they are willing to hit the road, and what types of customers they want to support. How involved they want to be pre- and post sales. A few bonus questions:
  1. If we are on a tight budget, how should we staff the CS team?

  2. Tell me about the top 2 customers you ever lost. What, if anything, could you have done to save them?

  3. How do measure the potential size of an account? How do you know ones can be grown, and which can’t?

  4. When you visit customers, what sort of agenda do you like to use?

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