There are some great questions here from Jason Lemkin to ask a potential Head of Customer Success hire for your SaaS business.
I love these questions as you'll tease out so much useful information.
Assessing Customer Success candidate at all levels can be tough, especially for sub $1million ARR companies who may not have figured out what CS looks like in their business just yet.
A great CSM has to wear so many hats, from providing great customer service, both reactive and proactive, being the product and subject matter expert, through to navigating conversations about up-selling and cross-selling. The list goes on!
Some skills can be taught and weaknesses worked on, but high emotional intelligence is tougher to address and yet probably the single most important factor a Customer Success professional should possess in my opinion.
You can train candidates about software and the market, but it's unlikely you'll be able to make them into the right type of personality.
How do you assess the 5 core qualities of emotional intelligence in your business?
- Self-awareness.
- Self-regulation.
- Motivation.
- Empathy.
- Social skills.
I'd love to hear your great questions and suggestions.
What are the most important goals / KPIs for Customer Success at a company of our size and stage?
Read the original article here