top of page

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

bottom of page