Hiring Customer Success Managers

Maranda Dziekonski is currently the Senior Vice President of Customer Success and People Operations at Swiftly, and has previously led customer success and support teams at Lending Club and HelloSign. In this guide, she describes the CSM role, where to look for candidates, and how to screen for judgement, proactive mindset and communication skills in interviews.

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Questions covered in this guide:

What do CSMs do?

Why hire specialized CSMs?

When does it make sense to hire CSMs?

How do you determine how many CSMs you need?

What are the key parts of the CSMs job? 

What are the relevant “types” of CSMs?

What backgrounds should you look for in CSM candidates? 

What qualities or skills should be on your hiring scorecard?

What should you ask in the interview? 

Are there any tests or work samples that can help you identify great CSMs?

What are the common pitfalls?

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