Customer success manager (SaaS)

Customer success manager online test: Screening assessment to hire the best candidates

About the Customer success manager (SaaS) test

Good customer success managers play an integral part in the overall success of a business, and especially SaaS (software-as-a-service) businesses looking to build strong and lasting relationships with customers online. In addition to being proactive and empathetic with customers, good customer success managers take a data-driven approach to problem resolution and bridge the gap between the customer and the business, knowing when to advocate for the customer to the business (or vice versa).

This customer success manager test evaluates candidates' understanding (and use of) the customer data and their ability to analyze data and make decisions from it. The test also assesses candidates' abilities to solve customer issues and communicate business decisions in a way that builds trust and long-lasting relationships.

Candidates who perform well on this test have a deep understanding of customer success and know how to put the right processes in place (both internally and with customers) for optimal results. These candidates can not only manage tickets and customers successfully, but they can also take the right decisions based on data and help other, more junior, customer success representatives perform in their role.

This test is appropriate for candidates with extensive experience in customer success roles (3-5+ years). For a lower-level test, see our customer success representative (SaaS) test.

The test is made by a subject-matter expert

Mo M.

Mo has over a decade of experience in customer-facing roles, including support, sales, customer success and product marketing for companies like Threadless, Help Scout, and Moxion. Working cross-functionally with product teams and experienced in both customer-facing and revenue-generating roles for a wide array of business types and sizes, Mo knows how to manage, measure, and execute solutions for end-to-end customer success for B2B and D2C, and enterprise and self-serve customer bases alike.

Crafted with expert knowledge

TestGorilla’s tests are created by subject matter experts. We assess potential subject-matter experts based on their knowledge, ability, and reputation. Before being published, each test is peer-reviewed by another expert, then calibrated using hundreds of test takers with relevant experience in the subject. Our feedback mechanisms and unique algorithms allow our subject-matter experts to constantly improve their tests.

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The Customer success manager (SaaS) test will be included in a PDF report along with the other tests from your assessment. You can easily download and share this report with colleagues and candidates.

saas customer success manager

Use the Customer Success Manager (SaaS) test to hire top candidates

In a world where SaaS (Software as a Service) and subscription-based business models are becoming increasingly common, customer success is critical to business success. Why? Because with these models, products and services need to be continuously proving their value to organizations to secure subscription renewals. After all, a happy customer is a loyal one.

When we talk about customer success, we’re referring to the efforts companies make toward ensuring their customers have success with their products or services. These efforts usually focus on building and maintaining relationships and boosting customer retention, but they have other benefits too.

Customer success provides crucial insights into how and why customers use products and services. Organizations can then use this knowledge to optimize them.

A customer success manager can be a vital asset for SaaS businesses. Tasked with planning, co-ordinating, managing, and adapting a SaaS company’s customer success efforts, customer success managers are experts in solving customer issues and building customer relationships.

With TestGorilla’s Customer Success Manager (SaaS) test, you can identify top customer success managers who will help your organization bolster customer satisfaction and retention and boost revenue.

When to use the test

You should use our Customer Success Manager (SaaS) test at the start of the hiring process after you’ve posted your job ad and started attracting applicants. Sending them a skills test at the top of the recruitment funnel is the fastest and most effective way of whittling your applicant pool down to a shortlist of the top candidates you want to interview.

How to use the test

Importantly, you shouldn’t use the Customer Success Manager (SaaS) in isolation to evaluate candidates. A variety of skills are needed to succeed in any job role, so your recruitment process should reflect this.

Build a complete pre-employment assessment with up to five relevant tests from TestGorilla’s test library, and add any custom questions you feel are important to the role. These questions can be qualifying, technical, or personality based.

The benefits of using a SaaS Customer Service Manager test

CV-based recruitment practices are riddled with problems. There’s no way for you to know how skilled candidates are using CVs alone. They also encourage you to make hiring decisions based on applicants’ education and experience, making them highly vulnerable to bias.

This is where pre-employment testing comes in. Skills tests provide the following advantages for your recruitment process:

• Fight hiring bias: Focusing on your candidates’ backgrounds encourages hiring bias. Instead, use pre-employment skills tests for skills-based hiring, and open up job opportunities to a broader and more diverse talent pool.
• Avoid costly mis-hires: Mis-hires cost the US economy over one trillion dollars per year. Skills tests predict job success more reliably than CV-based hiring practices, reducing the chance of a mis-hire and saving your organization money.
• Decrease time-to-hire: Hiring processes can be long and drawn out. Sending one complete pre-employment assessment to all your candidates and having one place to cross-analyze their results will save you precious time.
• A scalable hiring solution: Whether you have 10 applicants for a role or 100, it takes the same amount of time to build and send out an assessment with TestGorilla. Our tools will help you evaluate the results and identify your top candidates in applicant pools of all sizes.
• A data-driven approach: Using pre-employment assessments helps you make smart hiring decisions based on evidence of your candidates’ skills. With TestGorilla, you can reliably and accurately measure the skills you’re looking for.

Let’s focus on this last point a little bit more. How does the test work, and what skills does it measure?

How the test works

The Customer Success Manager (SaaS) test measures the following skills:

• Understanding the customer journey: Before you can improve your customer’s journey, you first need to understand it. This skill requires a great deal of care and empathy, as well as a willingness to be immersed in and learn from the customer experience.
• Analyzing customer data: The best people to learn about the customer journey from are your customers themselves. Top customer success managers are experts in collecting and analyzing customer data to find actionable insights and solutions.
• Solving customer issues and communicating business decisions: Any customer success manager role requires problem solving and communication.

Hire a SaaS customer success manager who can find optimal solutions and, once these have been implemented, effectively communicate any changes internally and to customers.

Your candidates will have ten minutes to answer a selection of advanced questions that cover the role-specific skills listed above. The questions are appropriate for people with substantial SaaS customer success experience. Candidates who do well are able to understand and use customer data to grasp the nuances of the customer journey and find ways to improve it.

saas customer success manager
saas customer success manager

About the Customer Success Manager test

The Customer Success Manager (SaaS) test features use cases, general knowledge, and situational judgment questions randomly selected from a larger pool of questions. The following measures are in place to prevent cheating:

• Test questions are randomized for each assessment created, and each question has a minimum exposure count
• Your candidates won’t know which tests make up the assessment in advance
• You will be notified if candidates exit full-screen mode during the test
• Webcam snapshots are taken every 30 seconds to confirm the candidate is taking the assessment without help

Once all of your candidates have taken the complete assessment, you can use your own judgment and TestGorilla’s tools to analyze their results.

Improve your hiring practices with TestGorilla’s pre-employment tests

CVs make for outdated, biased, and inefficient recruitment processes, and we’re here to make them a thing of the past.

The future of hiring is bright, and it’s skills based. Data-driven recruitment favors both employers and candidates: Shifting the focus away from candidates’ backgrounds and toward their skills promotes equal-opportunity hiring and gives you access to a larger and more diverse talent pool.

This test can help you hire a top SaaS customer success manager who has the skills to perform the job’s tasks effectively and bring value to your organization. If you use it in combination with other relevant tests from TestGorilla’s test library, you can achieve a well-rounded, in-depth understanding of your candidates and their skill sets.


What is the difference between an assessment and a test?
An assessment is the total package of tests and custom questions that you put together to evaluate your candidates. Each individual test within an assessment is designed to test something specific, such as a job skill or language. An assessment can consist of up to 5 tests and 20 custom questions. You can have candidates respond to your custom questions in several ways, such as with a personalized video.
Can I add my own questions to an assessment?
Yes! Custom questions are great for testing candidates in your own unique way. We support the following question types: video, multiple-choice, coding, file upload, and essay. Besides adding your own custom questions, you can also create your own tests.
How do video questions work?
A video question is a specific type of custom question you can add to your assessment. Video questions let you create a question and have your candidates use their webcam to record a video response. This is an excellent way to see how a candidate would conduct themselves in a live interview, and is especially useful for sales and hospitality roles. Some good examples of things to ask for video questions would be "Why do you want to work for our company?" or "Try to sell me an item you have on your desk right now." You can learn more about video questions here.
Can you explain how the other custom question types work?
Besides video questions, you can also add the following types of custom questions: multiple-choice, coding, file upload, and essay. Multiple-choice lets your candidates choose from a list of answers that you provide, coding lets you create a coding problem for them to solve, file upload allows your candidates to upload a file that you request (such as a resume or portfolio), and essay allows an open-ended text response to your question. You can learn more about different custom question types here.
Can I customize an assessment with my company logo and color theme?
Yes! You can add your own logo and company color theme to your assessments. This is a great way to leave a positive and lasting brand impression on your candidates.
What type of support do you offer?
Our team is always here to help. After you sign up, we’ll reach out to guide you through the first steps of setting up your TestGorilla account. If you have any further questions, you can contact our support team via email, chat or call. We also offer detailed guides in our extensive Help & Inspiration Center.
What is the cost for using the Customer success manager (SaaS) test?
You can find our pricing packages here. Sign up here to try TestGorilla today.
Can I combine the Customer success manager (SaaS) test with other tests?
Yes. You can add up to five tests to each assessment.
Where in my recruitment process should I use the Customer success manager (SaaS) test?
We recommend using our assessment software as a pre-screening tool at the beginning of your recruitment process. You can add a link to the assessment in your job post or directly invite candidates by email. TestGorilla replaces traditional CV screening with a much more reliable and efficient process, designed to find the most skilled candidates earlier and faster.

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