Customer Success Manager Interview Questions
1
Tell me about a time you built trust with an upset external stakeholder?
Behavioral
2
Tell me about a time you developed a strategic roadmap for a client that achieved exceptional results?
Behavioral
3
Tell me about a time you drove new feature development?
Behavioral
4
Tell me about a time you had a disagreement with your Eng team, what did you do?
Behavioral
5
Tell me about a time you had a technical disagreement with a Software Engineer, how did you resolve it?
Behavioral
6
Tell me about a time you had an issue with the customer?
Behavioral
7
Tell me about a time you had to communicate a big change in direction for which you anticipated people would have a lot of concerns.
Behavioral
8
Tell me about a time you have driven digital transformation using cloud-based solutions?
Behavioral
9
Tell me about a time you have exceeded revenue targets?
Behavioral
10
Tell me about a time you have helped successfully manage P&L in your career?
Behavioral
11
Tell me about a time you were able to make something significantly simpler for customers. What drove you to implement this change?
Behavioral
12
Tell me about a time you were not able to deliver on your promise for a customer?
Behavioral
13
Tell me about a time you wouldn?t compromise on achieving a great outcome when others felt something was good enough.
Behavioral
14
Tell me about a time your implementation expertise achieved excellent results?
Behavioral
15
Tell me about how you overcame a conflict with a customer?
Behavioral
16
Tell me about the strongest partnership in your career and how you leveraged that partnership to win other business?
Behavioral
17
Tell me your about a time you had an internal conflict and what you did to resolve it?
Behavioral
18
To try to meet the high expectations of our customers, we sometimes promise more than we can deliver. Tell me about a time when you overcommitted yourself or your company. How did you resolve the issue?
Behavioral
19
We want to help the customer build their footprint?
Open-ended
20
What are some strategies you would use to accelerate customer adoption of GCP?
Open-ended
21
What are the most important components of a strategic roadmap?
Open-ended
22
What are the most important components of business strategy in your opinion?
Open-ended
23
What are the most important components of strategy development?
Open-ended
24
What are the three most important components to consider when creating a plan with a customer?
Open-ended
25
What do you like the best about GCP, what do you like the least?
Open-ended
26
What does a customer transformation mean to you?
Open-ended
27
What does a transformational program mean to you?
Open-ended
28
What does customer advocacy mean to you?
Open-ended
29
What is Google?s best cloud product and why?
Open-ended
30
What is success criteria?
Open-ended
31
What is the most difficult part of customizing cloud for a customer?
Open-ended
32
What is the most effective way to evaluate the quality of your product or service to your service with your customer?
Open-ended
33
What is the most likely roadblock you will face in this role and how will you overcome it?
Behavioral
34
What steps do you take to get something completed when you are under resourced?
Open-ended
35
What technical strategy or strategies might you use to get a customer to adopt more features of GCP?
Open-ended
36
Why Google?
Open-ended
37
You are tasked with helping a new customer only knowing the desired result and given no additional information, how do you make sure the customer achieves their desired result?
Open-ended
38
How do you identify risk in a program?
Open-ended
39
Tell me about the most difficult stakeholder you have ever worked with and you resolved the issue/s with them?
Behavioral
40
What are the key technical milestones in a program?
Open-ended
41
What is the most successful tool implementation you have been a part of and why?
Behavioral
42
What steps would you take to launch a new product?
Open-ended
43
How do you automate?
Open-ended
44
How do you define business requirements?
Open-ended
45
How did you approach the situation, what were your actions and what was the end result?
Open-ended
46
How do you advocate for a customer?
Open-ended
47
Imagine you are working with a client and they made a request that you had to take back to your team and the team says ?we cannot do that.? How would you handle responding to the client?
Open-ended
48
A new customer would like to migrate an existing ecommerce app to the cloud, how would you guide them?
Open-ended
49
Can you give me an example of when you?ve been able to see around the corner to meet a customer's needs?
Behavioral
50
Create a customer transformation program for me.
Open-ended
51
Describe the type of conversations you would have with a CTO/CIO, in order to alleviate their concerns about run away spend.
Behavioral
52
Google is looking to occupy 2 of the top floors in a 100 story building. The only way up to the 99th and 100th floor is by taking an elevator. The lower 98 floors belong to other companies, how would you design the elevator?
Open-ended
53
Google is looking to occupy 2 of the top floors in a 100 story building. The only way up to the 99th and 100th floor is by taking an elevator. The lower 98 floors belong to other companies, how would you design the elevator? (resending this question to you)
Open-ended
54
How do you define milestones?
Open-ended
55
How do you determine risk with an external stakeholder?
Open-ended
56
How do you determine the ideal success metrics/measurements?
Open-ended
57
How do you develop and execute plans?
Open-ended
58
How do you draw new thinking and innovation out of your team? Give an example of how your approach led to a specific innovation.
Open-ended
59
How do you exceed expectations?
Open-ended
60
How do you get customers to expand their GCP services?
Open-ended
61
How do you handle and prioritize feature requests from the customer?
Open-ended
62
How do you help customers see value in GCP?
Open-ended
63
How do you identify opportunities to solve complex customer issues?
Open-ended
64
How do you keep up to date with market and competitor trends?
Open-ended
65
How do you keep your stakeholders happy?
Open-ended
66
How do you make sure customers achieve their objectives?
Open-ended
67
How do you make sure customers are meeting their business objectives?
Open-ended
68
How do you make sure you have the right resources in place?
Open-ended
69
How do you manage across global time zones?
Open-ended
70
How do you measure success for a Google Cloud Customer?
Open-ended
71
How do you present to leadership teams?
Open-ended
72
How do you see HotelTonight and Airbnb?s mission aligning?
Open-ended
73
How do you solve customer challenges that require in-depth thought and analysis?
Open-ended
74
How do you stay focused on the details and the strategic/bigger picture issues at the same time?
Open-ended
75
How do you strategize?
Open-ended
76
How do you utilize documentation for customer success?
Open-ended
77
How do you work across distributed teams?
Open-ended
78
How would you build a relationship with a customer that had a negative experience with a Google in the past?
Open-ended
79
How would you get a customer interested in GCP
Open-ended
80
How would you help a customer build their footprint?
Open-ended
81
How would you recreate Netflix using GCP?
Open-ended
82
I want you to execute a successful plan for a healthcare customer that has been using GCP for six months and is ready to expand their services.
Open-ended
83
I want you to imagine that a customer is under resourced from a technology perspective, what do you do?
Open-ended
84
In your opinion what is the most challenging type of customer?
Open-ended
85
Most of us at one time or another have felt frustrated or impatient when dealing with customers. Can you tell us about a time when you felt this way and how you dealt with it?
Behavioral
86
Open a bike shop for me?
Open-ended
87
Open a pastry shop.
Open-ended
88
Tell me about a project you were managing where a dispute between stakeholders threatened the success of the project, and what did you do? (I want you to revisit this question)
Behavioral
89
Tell me about a recent technical tradeoff you needed to make with a customer?
Behavioral
90
Tell me about a time a customer wanted one thing, but you felt they needed something else?
Behavioral
91
Tell me about a time when you challenged your team to push the envelope and go beyond existing standards and expectations.
Behavioral
92
Tell me about a time when you had to balance the needs of the customer vs. the needs of the business. How did you manage this situation? What were the results?
Behavioral
93
Tell me about a time when you had to balance the needs of the customer vs. the needs of the business. What did you do you do?
Behavioral
94
Tell me about a time when you have enabled your team/ a team member to implement a significant change or improvement.
Behavioral
95
Tell me about a time when you led a sales effort that achieved exceptional results
Behavioral
96
Tell me about a time when you went above and beyond the call of duty for a customer. Why did you take the action you did? What was the outcome?
Behavioral
97
Tell me about a time where you were leading an initiative that was running seriously behind schedule, and what did you do about it?
Behavioral
98
How do you present to leadership?
Open-ended
99
Tell me about a time you needed to get information and work completed from somebody that was not responsive, what did you do?
Behavioral
100
Have you ever had a project fail? What did you learn from it and how have you applied those learnings to future projects?
Behavioral