Customer Retention Questions

"Walk me through how you're able to sustain customer retention"

Customer Success Manager or Account Manager candidates get this a lot.

Manager of CS at Crosschq, Kika Castro, said she looks for this in an answer...

Candidates need to bring their answer back to how their team drives revenue.

How the impact of their offering is providing business value for the customer.

Be clear, detailed, but concise with your answer.

What you should say/do:
"Here's how I was able to identify business challenges/solutions..."
"Here's how I built multiple champions inside of the org..."
"Here's how I was able to multi-thread to build a village..."
"I used training/development to increase engagement and reduce churn by ..."
Use real customer names, $ amounts, titles of people you worked with

What you shouldn't say/do:
"The customer used our product a lot and they renewed"
"I'm really good at connecting with people"
"I became friends with a lot of people"
Leave out customer details or don't have any examples

If you think this will help someone, please forward it to them or have them subscribe.

Another tip next week but until then, here's a list of places hiring by role.