Starting a job search can feel overwhelming, but with a targeted approach, you can maximize your chances of landing an interview and making a strong impression. Here are some essential tips to help you stand out in the competitive field of Customer Success.?
First Things First: Nail Your Resume
- Remember Your Goal: The purpose of your resume is to get you an interview—not to tell your life story. Most hiring managers spend around 7 seconds on an initial scan, so make every word count. (This is hard to do when it’s YOUR experience, don’t be afraid to ask for help here)
- Be Relevant, Not Redundant: Focus on showcasing specific, measurable achievements rather than vague claims like “X Years Experience.” (Only you know what this means) Instead, highlight outcomes and results that align with the job description. For example, instead of “10 years in Customer Success,” try “Increased customer retention by 25% year-over-year by improving onboarding processes.”
- Customize for Each Role: Tailor your resume for every position you apply. Use the keywords from the job posting, and showcase core competencies and achievements that fit the role. Keep a separate document with bullet points describing your key accomplishments, so it’s easy to pick and choose the most relevant ones.
- Start with Action Verbs: Words like “led,” “grew,” and “achieved” are more impactful than “managed” or “responsible for….” For example, “Led a team of 10 CSMs and achieved a 30% improvement in upsell revenue” is more engaging and specific than “Managed a customer success team.” Here is a link to my Cheat Sheet list action verbs by category: Action Verbs
- Keep It Concise: After listing your most recent positions, limit older roles to 3–4 bullet points. Unless you have relevant experience from earlier positions, hiring managers won’t spend much time on it.
Ace the Interview: Preparation and Mindset
- Practice Every Interview: Treat each interview—even for roles you might not want—as valuable practice. Each conversation makes you sharper and more confident, preparing you for the opportunities you’re truly excited about. You don’t have to decide on the role until you have an offer in hand, so bring your best game every time. (Remember: You may have interviews set with 5 companies. It’s easy to feel confident, but you don’t have a decision to make until you have an offer!)?
- Be Enthusiastic: Companies want candidates who are excited about the role. Picture yourself as the hiring manager—would you want someone who’s merely going through the motions? Bring energy and curiosity to every interview. (Even the roles you don’t think you want - See the AI Generated list of closing questions at the end for more ideas)
- Showcase Your Personality: Skills matter, but so does your personality. Be authentic, and let them see who you are. People want to hire colleagues they’ll enjoy working with.
Top Interview Tips
- Favorite Final Interview Question: After they ask, “Do you have any questions for us?” try this:“Imagine it’s 12 months from now, and you’ve hired me. What would need to happen for you to think, ‘Wow, [Your Name] was an excellent hire’?” Using your name helps the hiring manager visualize you in the role and associate you with the ideal outcomes they describe. This question not only shows initiative and forward thinking but can also reveal key expectations that might not have been mentioned earlier in the process. I've used this myself and gained valuable insights during final interviews!
- Clarify Next Steps: Before leaving, ask about the next steps and whether you’ll hear back even if it’s a “no.” This shows leadership and helps keep you sane while waiting for a response. You should be able to tell based on their response if you are a top candidate.
- Handle Salary Questions Confidently: Think “she who speaks first loses”. When asked about salary, turn it back to the interviewer with, “What is the range for someone with my experience?” This approach keeps you from pricing yourself too high or too low right away. (be comfortable with the silence, it’s working in your favor!)
- End with Enthusiasm: Always end with, “I’m very excited about this opportunity and think it’s a great fit for my background. I’d love the chance to work with you at XXX.” Enthusiasm leaves a lasting impression.?
AI Generated Customer Success questions:
- Can you describe the company's approach to customer success and how it has evolved over time? This question shows that the candidate is interested in understanding the company's history and its commitment to customer success.
- How does the customer success team collaborate with other departments, such as sales, product development, and marketing? This question demonstrates an awareness of the cross-functional nature of customer success in a startup environment.
- What tools or technologies does the customer success team use to manage and track customer interactions and outcomes? This question indicates the candidate's interest in the technology stack and processes used in the company, showcasing a commitment to efficiency and effectiveness.
- How does the company handle customer feedback, and what role does the customer success team play in implementing improvements? This question highlights the candidate's understanding of the importance of customer feedback and their interest in continuous improvement.
- Can you share some examples of successful customer success initiatives or projects that have positively impacted customer satisfaction and retention? This question allows the candidate to learn more about the company's past successes and gain insights into its priorities.
- How does the company approach customer education and onboarding, and what role does the customer success team play in this process? This question shows that the candidate is interested in the entire customer lifecycle and not just post-sale activities.
- What metrics does the company use to measure customer success, and how are these metrics tied to the overall business goals? This question demonstrates a focus on measurable outcomes and aligning customer success efforts with broader business objectives.
- How would you describe the company culture and how it supports the success and growth of the customer success team? This question reflects the candidate's interest in the working environment and how it contributes to the success of the team.
- What are the biggest challenges currently facing the customer success team, and how does the company plan to address them? This question showcases the candidate's proactive attitude and willingness to tackle challenges head-on.
- How does the company foster professional development and growth opportunities for members of the customer success team? This question indicates the candidate's interest in personal and team development, aligning with a long-term commitment to the role and the company.
Good luck!? If you’ve read this far, please let me know if you get the role!? It also means you’re serious, so if you want to do a practice interview, just book time with me, let me know the role, company and title of the person you’re interviewing with. I’ll interview you and give you feedback. (No cost, it’s just good business KARMA!)?
