Answering Situational Questions In CS

Interview Tip

Apoorva Thuse - VP, CS - Arena

Active in the CS space, Apoorva is a leader that loves helping others throughout their journey. She's a growth coach at Catalyst and a member of the Women of Customer Success, SF Chapter. We talked about asking/answering situational questions during interviews, here's what she advises.

2 Questions She Asks In Interviews:
1. At an in-person customer meeting, they mentioned they didn't have a good experience with a certain feature/person. How do you get the conversation back to unicorns and rainbows?
2. A customer gives you their churn notice but the contract doesn't end for two months, what do you do next?

What She Looks For In Answers:

1. At an in-person customer meeting, they mentioned they didn't have a good experience with a certain feature/person. How do you get the conversation back to unicorns and rainbows?
-> Are you asking for more information?
-> Did you tell the customer you hear them and will investigate?
-> Can you drive the conversation and get it back onto a positive track?
-> After the meeting, how do you ensure they feel heard and action will be taken?
--> Research, get a plan together and show the client within 2-3 business days

2. A customer gives you their churn notice but the contract doesn't end for two months, what do you do next?
-> Candidates should ask clarifying questions back
--> Can you tell me more about their usage/engagement? Is it product/budget?
-> I want creative thinkers, here's the format I'm looking for
--> I'd have a meeting to hear from the customer why they're canceling
--> Show them the cost of replacing us /implementing new products/training etc.
--> Show them our team is committed to this relationship and making it happen
--> It doesn't stop after winning the renewal, show how it won't happen again

A Tip For Candidates Out There:
"Prior to asking for something, establish a connection by engaging with the hiring manager. Understand their approach and make your outreach relatable. Avoid being just another generic email/Inmail in their inbox. The right to ask is earned through thoughtful engagement and genuine interest in their profile and work."