Do they know what customer success is all about?
The first thing to ask yourself is: Do they know what customer success is all about? Of course, a candidate for a CSM role must know what Customer Success is and how to do it well.
In simple terms, Customer Success is “helping” customers be able to reach their desired outcomes in the best way possible with the purpose of retaining them- which means increased revenue for your company.
Customer success is defined as the process of providing exceptional and proactive interventions that would benefit the customers and the company alike. Customer success managers are responsible for planning, implementing and measuring this process through every step of their company’s lifecycle (from acquisition to exit).
If a candidate doesn’t have an understanding of what it means to be a CSM, then you should pass them over for other roles until they do.