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Head of Customer Success Interview Template

Customer Success is crucial to building long-lasting relationships and avoiding churn. Use this template to inquire about your candidate's leadership style.

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What’s inside this Head of Customer Success Interview Template:

1 🚀 Goals and KPIs

What are the most important goals / KPIs for Customer Success at a company of our size and stage?

2 🤝 Collaboration

How do you think Customer Success should work with the Sales and Product teams?

3 😃 Customers

How often should we Zoom, visit, and check-in, with which customers? When you meet with customers, what sort of agenda do you like to use? Tell me about the top 3 customers you lost.

4 👥 Team

If we are on a tight budget, how should we staff the CS team?

5 💻 Product

How well do you tend to get to know the product’s ins and outs?

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About the author

Jason Lemkin

  • Brittany Forsyth
    Former Chief Talent Officer, Shopify

    Fellow has been a game changer for us. I love how lightweight and easy it is to use. It intuitively builds into my day-to-day rhythm, and the natural flow of Shopify, making it so much simpler to have valuable conversations.”

  • John Gleeson
    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.”

  • Sabrina Leblanc
    Director of Sales, SurveyMonkey

    “Fellow has increased my productivity and has resulted in more collaborative 1:1s & team meetings. My team loves capturing their own agenda items. Getting prompted to add talking points is super handy when jumping from one meeting to the next.”

  • Liam Martin
    Co-founder, Time Doctor

    “Fellow has completely changed the way we manage meetings at Time Doctor. With 100+ people in 32 different countries, Fellow was one of the tools that took our remote meetings from confusion to clarity.

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