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Customer Success Reference Check Meeting Template

To acquire a better understanding of the candidate's skills, knowledge, and talents, use this template to confirm facts on the candidate's resume.

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What’s inside this Customer Success Reference Check Meeting Template:

1 🔍 Context

Start the call by introducing yourself and thanking the reference for their time. Then, proceed to ask the following questions.

  • Tell me about how you and [name] worked together.
  • Can you confirm what their title was?

2 🤝 Collaboration and Customer Service

Understand if the candidate possesses teamwork and communication skills.

  • How did [name] get along with others in the workplace?
  • What are [name]’s customer service skills?
  • How were their interactions with customers?

3 🚀 Performance

Ask questions to understand the candidate’s strengths — as well as their areas of improvement.

  • What advice do you have for their hiring manager to get the most out of their strength?
  • Did [name] have any major accomplishments while working for you?
  • If you were to create a role for this person, what responsibilities would you assign this person vs. other members of the team?
  • How does [name] respond to feedback?
  • What skills would you have liked to see the candidate develop to reach their full potential?

4💬 Final questions

After asking these two questions, end the call on a positive note by thanking the person for their time once again.

  • Would you work with [name] again?
  • What else should I know about the candidate that I didn’t ask
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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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    Former Chief Talent Officer, Shopify

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    Head of Customer Success, KeepTruckin

    “I've never seen an app spread so quickly. Within a few weeks, there were hundreds of people using Fellow to follow up on the action items that inevitably come out of every meeting. It's been a game-changer for our team.”

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    Co-founder, Time Doctor

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