Customer Success Manager (SaaS) test
Summary of the Customer Success Manager (SaaS) test
This Customer Success Manager test evaluates candidates’ ability to identify and resolve customer issues through a data-driven approach that focuses on the customer journey and on building positive relationships between customers and the business.
Covered skills
Understanding the customer journey
Analyzing customer data
Solving customer issues & communicating business decisions
Use the Customer Success Manager (SaaS) test to hire
Customer success managers, customer advocates, customer success leads, and other roles that require strong skills in customer success practices and data.
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
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.
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.
Reliability: Cronbach’s alpha coefficient = .61
Face validity: Candidates rated this test as accurately measuring their skills (average score of 3.99 out of 5.00).
Criterion-related validity: Candidates with higher scores on this test received higher average ratings from the hiring team during the selection process (r = .26, N = 499).
For an in-depth look at interpreting test results, please take a look at our Science series articles: How to interpret test fact sheets (part 1): Reliability, and How to interpret test fact sheets (part 2): Validity.
For an explanation of the various terms, please refer to our Science glossary.
Reliability and validity | Sufficient data available | Analyses and checks conducted | Outcome |
|---|---|---|---|
Reliability | ✔ | ✔ | Acceptable |
Content validity | ✔ | ✔ | Acceptable |
Face validity | ✔ | ✔ | Acceptable |
Construct validity | ✔ | ✔ | Acceptable |
Criterion-related validity | ✔ | ✔ | Acceptable |
Group differences | |||
Age differences | Pending | Pending | Pending |
Gender differences | ✔ | ✔ | Acceptable |
Ethnicity differences | Pending | Pending | Pending |
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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.
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.
FAQs
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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.
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