Customer Success Manager

Customer Success Manager (CSM)
Interview Practicum

Introduction + Instructions:

Thanks for taking the time to interview for our Customer Success Manager role! We have one final step in the interview process.

Below is a practicum for you to present during your next interview session. Take time to review the two topics below, and choose one prompt to present on. Make sure to be ready to present before your interview with the team.

You can complete prompts however you like. We’ve had people draw out their responses and logic via whiteboard, create presentations, or have a conversation. We haven’t seen any interpretive dancers yet but if you want to be the first, we’re game! (Note that we do recommend that you include some sort of a visual aid in your presentation, should you decide you would like to be conversational)

Your interview will start with a panel. At that time you should introduce yourself and provide a 2 to 3 minute summary of your background, skills and experience. This is an opportunity for you to pull out notable highlights you may not have been able to mention previously and explain what value you can add to the team. From there, you can get down to business by explaining how you decided to approach and present the case studies. We are looking to understand your thought process, problem solving skills and strategic approach to these topics, so please prepare your presentation in a way that thoroughly demonstrates this.

Notes:
You can ask any clarifying questions before presenting your responses.
Our panel session will be a total of 45 minutes. Plan to spend around 20-30 minutes on your presentation, leaving time at the end for discussion, and questions from the panel, plus any questions you may have for the group. Please manage your presentation time accordingly.

Prompts:

Prompt 1 -- Churn Request
East Dermatology

Account Details
-- practice split across multiple locations (50+ across CA + NV)
-- different managers at each location
-- each area practice manager oversees four locations
-- demo’d with one main POC (marketing manager) who oversaw all locations
-- implemented all but one feature on their original scope of work (outstanding feature = waitlist)
-- main POC has left the practice
-- churn requested via email from new operations manager
-- out of contract, month to month standing

Questions
Describe your approach to this churn request. Over what channel(s) would you reply and how would you approach the conversation? Who would you include in the conversation (internal or external)?

Prompt 2 -- Your Main Point of Contact Has Left the Practice
South Carolina Urology

Account Details
-- multi-location practice with one main POC, the VP of Marketing
-- launched with all Luma functions one month prior
-- you learn that your main POC is leaving the practice

Questions
Describe your approach to this situation. What are the potential risks that could come of this situation. Who would you engage on the customer’s end?

Day / Week in the life of Customer Success Manager + Implementation Manager

Standing Meetings:
1x standing weekly team meeting
2x weekly CS stand-ups
1x standing weekly scrum (company-wide)
1x standing weekly 1:1 with your manager

CSM:
Schedule and conduct handover meetings with sales teams for new clients
Lead kickoff/discovery meetings with clients
Assist Technical Support Engineers with triaging issues and communicating with customers
Send monthly reports to each customer
Conduct outreach to end-users for passive and detractor scores for NPS
Consult Product team for client enhancement requests
Create, schedule and present QBRs; review results + make account recommendations
30, 60, 90 day check ins with all new customers
Facilitate ongoing training and education with clients
Assist marketing and sales teams with providing references
Be your customers’ best advocate

A Typical Day
8 am: Start of Day
8-9 am: Review tickets with Support
9-10am: Discovery call with new client
10-10:30 am: Create and send project scope document
10:30-11am: Customer success team meeting
11am-12 pm: Complete onboarding documentation
12pm-1pm: Lunch
1-2pm: Create QBR deck for clients
2-3pm: Configure account settings
3-3:30 pm: Customer Success + Engineering meeting (new client planning)
3:30-4:30pm: Customer Success + Sales meeting (new client planning)
4:30-5 pm: Prepare for rest of the week's calls + meetings