Interview Presentation Feedback

Interview Tip

Natasha Evans is the Head of Customer at Hook. Previously, she was the Global VP of Customer Success at Salesloft and has a background in HR. She's building the team out and has an open role. I had a chance to catch up with her earlier this year, here are some of the interview questions she's used and what she looks for.

Questions

1. What was the last piece of constructive feedback you were given and based on it, how have you improved?
-> Are they happy to be honest/vulnerable or do they put up and say something positive?
-> What is the action they took? Did they improve right off the bat? Do they still work on it?
-> Are they open to feedback and willing to put in the work to improve?
-> Are they self aware of the areas they want development and coaching on?

2. (After a live presentation) I ask them how they think they did and if they're open to receiving feedback. Here's what I look for when they answer:
-> Accountability, ownership and growth mentality
-> A lot of people push back when feedback is given
-> Complaining about the brief or that you think information was missing isn't it
-> We're looking for people who can take feedback and want to improve

3. Imagine you have a customer going live tomorrow (the most important one you've worked with). You want to make sure they're successful and ensure they renew. You're walking home from the office and find a lamp on the side of the road. You pick it up, a genie appears and grants you three wishes. You can wish for anything in the world to happen to make sure the customer renews. What are they?
-> I'm looking to see if they panic with how nuts the question is off the cuff
-> If they give you a wish like, "I want everyone to show up to the training" this tells me they operate transactionally and see CS as being a trainer
-> I'm looking for strategic answers that prove ROI, what will drive change and what are the most important things to get them there
--> A calculator on every wall of the office showing them every dollar they made from using Salesloft
--> The CEO shows up day one wearing a Salesloft t-shirt saying why it's so important
--> I like it when people laugh and ask me for my answer after they give theirs

Advice (for candidates)

Think about detailed questions to ask at the end of the interview. It shows you have genuine curiosity which is critical for Customer Success. I want to see that you care. Ask how we show ROI. Ask what technology we use. It shows you're not just taking a job, you're looking for something specific.