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Customer Success Phone Screening Interview Template

When hiring a new member of your Customer Success team, use this template and example questions as a guide during phone screening.

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What’s inside CS Phone Screening Meeting Template:

1💬 Role

Discuss some background about the Customer Success role they are applying for.

  • Response time expectations
  • High customer satisfaction
  • Fast-paced environment
  • Surfacing patterns/feature requests
  • Help content (written and video)

2🏢 Company

Discuss some background on the company.

  • Describe your product, customers, etc.

3🤝 Culture  

Discuss some background on the company culture.

  • Meetings
  • Team rituals
  • Values
  • Quarterly in person events (if remote)

4💰 Salary expectations

Discuss salary expectations with the candidate.

  • Salary
  • Benefits
  • Equity?

5💻 Tech tools

Ask the candidate about comfortability with technology and the ability to learn new tools quickly.

6🗣 Customer experience background

Ask the candidate about their customer experience background. Tell me about a time you went out of your way to help or advocated for a customer?

7✏️ Application process

Can you tell me a little bit about the process for creating your application?

8❓Anything else

Ask the candidate what they think they would bring to the team that hasn’t been highlighted yet.

9✅ Next steps

Discuss the next steps with the candidate. This might include a ticket quiz, the anticipated timeline, etc.

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About the author

Sarah Collins

Sarah is the Manager of Customer Success at Fellow.app, where she helps customers hit their goals through training, education and technical support. In their spare time, Sarah enjoys reading, hosting friends and family, and spending time with her fur children, Paul and Calvin.

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