Customer Success Manager Behavioral Interview Questions

Jane D. - "My approach to dealing with difficult stakeholders has always been: Engage - Directly engage with the stakeholder, meet or chat Listen - Listen to what they have to say, patiently. Understand - Understand their POV, even if it is impossible at some times Ask - Ask clarifying questions. Why? When? What? Engage again - Keep them in the loop until there is closure For example, we were in the final stages of a very important, strategic project for our organization. I was leading th"See full answer

Ross B. - "I most want to communicate a few principals of conflict resolution that I believe were integral in this situation, which are mutual respect, a results orientation, an unwavering focus on the user. To that end, here’s how I’d like to structure this answer: First, I’ll tell you about the project we were working on, to provide some background for you. Second, I’ll describe the disagreement. Third, I’ll describe how we arrived at a solution, and finally, I’ll discuss how those 3 conflict resolut"See full answer

Hans - "Described a scenario where I joined an established project as an EM Typical medium sized team - 6 devs, 2 testers, PO, PM (part time) Scrum master (very hands off) The product was well established and already being used by circa 30000 single country based users for the companies own products (personal banking capabilities) We were due to go live with a BIG change about 2 months after I joined - this change meant a user could manage multiple personal banking accounts from the 1 interface. We w"See full answer

Geetesh T. - "Situation: While in the middle of a migration project, which required rewrite of services of my product into a cloud infra., we needed to configure our rules management services onto cloud as per legacy platform. The data extract of all the rules from legacy platform in a csv file needed heavy formatting to be usable for configuration of the new service. My entire engineering capacity was allocated on other prioritized ongoing feature migration and I had no bandwidth left in the ongoing spri"See full answer

Anjesh D. - "I had multiple RCA to complete and each one had a deadline but the process to complete them wasn't streamlined which cause some of them to miss SLA and point of contact felt frustrated as she has no information to give to customer. I received feedback that what blocked me to move forward on those and how can I do better next time?"See full answer

Saran V. - "Understanding: Understand the reason for the pushback? Is the pushback related to any program constraints such as schedule, cost, quality, or scope? Is this pushback from a single stakeholder or a majority of the stakeholders? Working towards overall program goal: Explain how your idea is tied to the overall program's success metric or the goal Bring in data points to echo the above point Bring in examples of how this approach has helped in the past or with other competitors "See full answer

Louisa C. - "I think AI such as ChatGPT seemed to spit out its answers fast and instinctively, hence proving its efficiency but in the recent versions it seems to have acquired reasoning skills which was revealed 'transparently' to users. This new, reasoning skills introduce a small delay in its response and explains what it does during the delay but I do not really think that it is "thinking" any differently than before, except that it is constrained by some purported rules when asked to summarise certain b"See full answer

Anonymous Dingo - "Here's some thought on what I'll be doing in this situation: Identify the root cause (I'll try to assess WHY the engineers don't action these tickets). In order to identify the potential reasons, I'd have 1:1s with team members, observe participation and engagement in backlog grooming sessions and check in with leads and my peers. Lack of clarity on requirements or acceptance criteria. Skill gaps. Dependency on other teams or missing prerequisites. Team capaci"See full answer

DM - "Situation - I had 2 projects in hand. 1st - My primary project under my direct line manager, and 2nd - Under a dotted line manager. I committed to my 2nd project based on my assumptions and planning of the primary project's scope & timelines. For both these projects, I was the key resource. Unfortunately, we got some new findings in my first project, and it happened to be a case where management made an overcommitment to our business without gauging the assumptions correctly. This put pressu"See full answer

شيماء ا. - ""When a customer makes a request, I always listen carefully and make sure I understand what they need. I stay calm, friendly, and professional."See full answer