Role
Customer Success (tech)
The hiring challenge
Supports clients so they adopt the product and renew; it's hard to see in an interview whether the person combines technical understanding with commercial closeness to anticipate churn and sustain the relationship when something fails.
What to assess
Customer orientation, commercial understanding, communication and problem solving with a technical base.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for customer success (tech)
8 assessments · variable time. Suggested guide: adjust it to your process.
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Understanding the product and anticipating client problems calls for reasoning.
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Helps observe customer orientation and the quality of service.
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Helps observe orientation toward commercial results and understanding of the business.
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Helps observe clarity in communicating and the quality of dealing with others.
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Helps observe the reasoning to analyze data and spot what doesn't add up.
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Helps observe ease with the digital tools of the role.
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Helps observe emotional handling and resilience under the pressure of the role.
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It has a retention and expansion component: the selling style gives signal.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.