How to Hire Great Customer Success People: Key Traits and Interview Questions

Introduction: The Secret to Hiring Great CS People

Great Customer Success (CS) hires don’t just help your customers—they help your whole business grow.

But finding those standout candidates? That’s the tricky part.

It’s not just about experience or checking off a skills list. The best CS professionals have a unique mix of empathy, problem-solving, and a knack for building relationships.

So, how do you spot these qualities during an interview?

By asking the right questions.

The kind that go beyond surface-level answers and really get to the heart of how a person thinks, works, and connects with others.

In this guide, we’ll cover the traits that make a CS hire great, the questions that will help you find them, and the red flags to watch for.

Let’s make hiring a little easier—and your team a lot stronger.

Why Customer Success Matters

Your customers have options. If they don’t feel supported, they’ll leave—it’s that simple.

A strong Customer Success (CS) team is your safeguard against churn. They’re the ones who make sure customers see real value in what you offer and stick around for the long haul.

Here’s why it matters:

Retention Keeps You Steady

Losing customers means losing revenue—and momentum. A skilled CS professional works to keep customers engaged and successful so your business can grow without constantly needing to replace churned accounts.

Happy Customers Spend More

When people see consistent value, they deepen their investment. Whether it’s renewing a subscription or upgrading to a premium offering, a great CS hire knows how to guide customers toward the next step naturally.

Word-of-Mouth Drives Growth

Customers talk. If they’re supported and achieving their goals, they’ll recommend you. A dedicated CS team can turn satisfied users into enthusiastic promoters, making your business the one people trust.

Customer Success isn’t about putting out fires—it’s about preventing them in the first place. That’s why hiring the right people for these roles is critical.

The Role of Customer Success in SaaS

In SaaS, Customer Success ensures customers reach their goals and get the most out of your product.

It’s about understanding their needs, solving challenges, and building trust at every stage of the journey. Customer Success Managers (CSMs) guide clients toward better outcomes and stronger value while strengthening long-term relationships.

A well-run CS team goes well beyond support—it reduces churn, boosts retention, and identifies opportunities to grow the customer’s investment by consistently delivering value.

By collaborating with sales, support, and product teams, Customer Success becomes a key driver of loyalty and retention for SaaS businesses.

Essential Skills to Look for in a Customer Success Manager

The best Customer Success professionals excel at more than just managing accounts. They know how to connect with people, solve challenges, and create positive experiences that keep customers engaged. Here are the traits to prioritize:

• Clear Communicator: A great CS hire can explain ideas simply and confidently while listening to what the customer really needs. It’s about making every interaction productive and personal.

• Empathy: Customers want to know you’re on their side. Someone who approaches every situation with care and understanding will build stronger relationships and help customers feel supported.

• Problem-Solving Skills: Every customer’s situation is different. A strong CS professional knows how to think critically and find practical solutions that work for both the customer and your business.

• Adaptability: Things don’t always go as planned. Look for someone who stays calm under pressure and can adjust quickly when priorities shift or unexpected challenges arise.

• Data-Driven Approach: Numbers tell a story. Whether it’s tracking churn risk, identifying upsell opportunities, or measuring customer health, a data-savvy CS hire uses metrics to drive better outcomes.

Hiring for these traits ensures your CS team can manage today’s challenges while helping your business grow in the long term.

Preparing for the Interview Process

Hiring great CS professionals starts long before the interview. You need a clear plan to find the right fit for your team and your customers. Here’s how to set yourself up for success:

Define Your Ideal Candidate

Think about the kind of CS professional your business needs. Are you looking for someone who can handle high-touch customer relationships? Or do you need a candidate who thrives in fast-paced environments with a large portfolio of accounts?

Outline the skills, experience, and personality traits that align with your team’s goals. This becomes your blueprint for evaluating candidates.

Align on What Success Looks Like

At early-stage companies, resources are limited, and roles often span multiple areas. A Customer Success Manager might handle onboarding, customer support, and account management all at once. Be clear about this from the start:

• Separate Role from Title: Outline the specific responsibilities, from core CSM duties to others required.

• Clarify Focus: Share how much time will be spent in each area, as a percentage, like onboarding versus ongoing success.

Being upfront about the scope helps candidates understand the role and ensures you’re hiring someone ready to succeed in a dynamic environment.

Create a Structured Interview Plan

Consistency is key. A structured process helps you compare candidates fairly and avoids bias. Include:

• Behavioral Questions: To understand how they’ve handled real-world situations.

• Role-Specific Scenarios: To test how they would handle challenges unique to your business.

• Team Fit Assessments: To see how they collaborate with others.

Loop in the Right Stakeholders

Hiring for CS isn’t just a one-person decision. Involve team members who will work closely with the new hire, such as managers or other CS professionals. Their perspectives can help you spot strengths or red flags you might miss.

By taking the time to prepare, you’ll not only find stronger candidates but also ensure they’re a good match for your team and your customers.

Top Interview Questions to Assess Core Skills

The right interview questions can reveal whether a candidate has the skills and mindset to succeed in a Customer Success role. Here’s how to dig deeper into the qualities that matter most:

Communication and Relationship Management

Strong communication is the backbone of Customer Success. Ask questions that show how candidates handle interactions with customers:

• "Can you share a time when you turned a difficult customer situation into a positive outcome?"

  • Look for their ability to listen, empathize, and take effective action.

• "How do you approach explaining a complex concept to a non-technical customer?"

  • This tests how well they can simplify information without being condescending.

• "How do you get customers to do what you need them to do, despite that they are busy."

  • You're looking to see how they manage the account overall, stakeholders and goals, etc. so they can overcome such issues by driving toward value.

Problem-Solving and Adaptability

CS professionals deal with unexpected challenges daily. These questions help you gauge their critical thinking and flexibility:

• "Tell me about a time when you had to solve a challenging customer issue. What steps did you take?"

  • Focus on their process and whether they considered both short- and long-term solutions.

• "How do you prioritize when managing multiple customer accounts with competing needs?"

  • This question reveals how they stay organized and handle pressure.

• "What do you do if a customer threatens cancelling unless they get a certain feature?"

  • The focus is then on understanding the need behind the ask, versus running to product to get a feature done.

Cultural Fit and Team Collaboration

CS is rarely a solo effort. You want someone who can work well across teams and align with your company culture:

• "What does teamwork mean to you in a CS role?"

  • Look for examples of how they’ve collaborated to solve problems or achieve goals.

• "Can you describe a time when you worked with a product or sales team to improve a customer’s experience?"

  • This highlights their ability to navigate cross-functional relationships.

Data-Driven Decision Making

Numbers guide many decisions in Customer Success. These questions uncover how candidates use data:

• "How have you used metrics like churn rate or Net Revenue Retention (NRR) to drive results?"

  • Strong answers should include specific examples of analyzing data and taking action.

• "How do you identify and address churn risk?"

  • This shows whether they understand how to use data to predict and prevent customer issues.

These targeted questions will help you uncover whether a candidate has the skills and mindset to make an impact on your CS team.

Red Flags to Watch Out For During Interviews

Not every candidate will be the right fit for your CS team. Here are some common red flags to watch for during the interview process—and what they might signal:

Overemphasis on Sales

If a candidate focuses too heavily on closing deals or upselling during their answers, it could indicate a misunderstanding of the CS role. While expanding customer relationships is part of the job, the primary focus should be on helping customers succeed and driving long-term value.

• Example Red Flag Answer:
  “I focus on upselling as quickly as possible to hit revenue targets.”

• What to Look For Instead:
  “I make sure the customer sees value first, then look for opportunities to expand naturally.”

Lack of Familiarity with CS Metrics

Customer Success is a data-driven discipline. If a candidate isn’t comfortable discussing metrics like Net Revenue Retention (NRR), churn rate, or customer health scores, they may struggle to measure and improve customer outcomes.

• Example Red Flag Behavior:
  When asked about using data to identify churn risk, they give vague or unrelated answers.

• What to Look For Instead:
  Clear examples of how they’ve tracked and acted on key metrics in previous roles.

Weak Examples of Collaboration

Customer Success is a team sport. If a candidate can’t provide solid examples of working with other departments, like sales, product, or support, it may suggest a lack of teamwork skills.

• Example Red Flag Answer:
  “I prefer to work independently because it’s faster than relying on others.”

• What to Look For Instead:
  Stories about how they’ve collaborated to solve customer problems or improve processes.

Resistance to Feedback or Growth

A CS role requires constant learning and adaptability. Candidates who seem defensive when discussing past mistakes or hesitant about professional development may struggle in a dynamic environment.

• Example Red Flag Behavior:
  They avoid taking responsibility for challenges or blame others when discussing difficult situations.

• What to Look For Instead:
  Openness about lessons learned and steps taken to grow from setbacks.

Spotting these red flags early can save you from costly hiring mistakes and help you build a stronger, more aligned CS team.

How to Evaluate and Make the Final Decision

Once you’ve completed interviews, it’s time to compare candidates and decide who’s the best fit for your team. Here’s how to approach the final stage:

Score Responses Consistently

Create a simple scoring system to rate each candidate’s answers to your interview questions. Use a scale, such as 1-5, and evaluate based on key criteria like communication, problem-solving, and cultural fit. A consistent system helps remove bias and makes it easier to identify the strongest candidates.

Review Key Skills and Traits

Go back to your notes and evaluate how well each candidate aligns with the traits you identified earlier:

• Did they show strong communication and relationship-building skills?

• Do they have a clear, data-driven approach to solving problems?

• How well do they match your team’s culture and collaboration style?

Check References for Past Results

References can provide valuable insights into how a candidate performs in real-world situations. Ask specific questions about their ability to build relationships, handle challenges, and deliver results in a CS role.

Key Questions to Ask References:

• “How did they handle challenging customer situations?”

• “Did they work well with other teams?”

• “What kind of impact did they have on retention or customer satisfaction metrics?”

Balance Skills and Cultural Fit

While skills are essential, cultural fit can make or break a hire. A technically skilled candidate who doesn’t align with your values or team dynamics may struggle to integrate effectively. Look for someone who not only meets the role’s requirements but also meshes well with your company’s vision and goals.

Trust the Process

If you’ve structured your interviews, scored responses, and checked references thoroughly, trust the process to guide your decision. While instinct can play a role, a data-backed approach ensures you’re making the best choice for your team and customers.

Conclusion

Hiring the right Customer Success professionals is an investment in your business’s future.

These team members will be the face of your company, building trust with customers and driving long-term growth.

By focusing on key traits, asking insightful questions, and spotting potential red flags, you can find candidates who will help your customers succeed—and your business thrive.

Need guidance on building a world-class CS team or optimizing your customer experience strategy?

Reach out to us today for expert advice and proven frameworks to help you grow.