Screen customer success manager CVs against the role: retention and expansion evidence, red flags, and CSM interview questions.
Customer success CVs blur with support and account management, so screening starts with the outcomes the role owns — retention, expansion, adoption. Look for hard numbers and a book of business comparable to yours.
What to look for:
Ownership of retention, churn, or net revenue retention metrics.
Book-of-business scale and segment matching the role.
Evidence of driving adoption and expansion, not just support.
Cross-functional work with product and sales.
Red flags to probe:
Pure support/ticket framing with no commercial outcomes.
No metrics for retention or expansion.
Segment mismatch (SMB vs. enterprise) with no bridge.
Outcomes
What were your retention and expansion numbers, and how did you move them?
Walk me through how you saved an at-risk account.
Method
How do you segment and prioritise your book of business?
How do you turn a product gap into a retention play?
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