TestGorilla LogoTestGorilla Logo
Pricing

Customer Success Manager online test: Screening assessment to hire the best candidates

All tests/Role specific skills/
Customer Success Manager (SaaS) test
Type: Role specific skills
Time: 10 min
Languages: English, Dutch, French, German, Spanish
Level: Advanced

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.

graphic image for role specific skills tests

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.

Image of the subject-matter expert for this 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.

What our customers are saying

TestGorilla helps me to assess engineers rapidly. Creating assessments for different positions is easy due to pre-existing templates. You can create an assessment in less than 2 minutes. The interface is intuitive and it’s easy to visualize results per assessment.

Review from G2
David Felipe C.

VP of engineering, mid-market (51-1000 FTE)

Any tool can have functions—bells and whistles. Not every tool comes armed with staff passionate about making the user experience positive.

The TestGorilla team only offers useful insights to user challenges, they engage in conversation.

For instance, I recently asked a question about a Python test I intended to implement. Instead of receiving “oh, that test would work perfectly for your solution,” or, “at this time we’re thinking about implementing a solution that may or may not…” I received a direct and straightforward answer with additional thoughts to help shape the solution.

I hope that TestGorilla realizes the value proposition in their work is not only the platform but the type of support that’s provided.

For a bit of context—I am a diversity recruiter trying to create a platform that removes bias from the hiring process and encourages the discovery of new and unseen talent.

Review from G2
High quality assessments
David B.

Chief Talent Connector, small business (50 or fewer FTE)

Use TestGorilla to hire the best faster, easier and bias-free

Our screening tests identify the best candidates and make your hiring decisions faster, easier, and bias-free.

Learn how each candidate performs on the job using our library of 400+ scientifically validated tests.

Test candidates for job-specific skills like coding or digital marketing, as well as general skills like critical thinking. Our unique personality and culture tests allow you to get to know your applicants as real people – not just pieces of paper.

Watch what TestGorilla can do for you

Create high-quality assessments, fast

Building assessments is a breeze with TestGorilla. Get started with these simple steps.

Building assessments is quick and easy with TestGorilla. Just pick a name, select the tests you need, then add your own custom questions.

You can customize your assessments further by adding your company logo, color theme, and more. Build the assessment that works for you.

View a sample report

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.

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

Related tests

New test

User Experience (UX) Research

This User Experience (UX) Research test evaluates a candidate’s ability to use diverse methodologies and tools effectively. This screening test will help you hire UX researchers who can transform insights into enhanced user experiences.
10 min
New test

Conducting Interviews

This Conducting Interviews test evaluates a candidate’s ability to effectively develop interview questions and conduct interviews. This screening test will help you hire employees who can interview subjects in a variety of contexts.
10 min
New test

Data Security and Compliance

This Data Security and Compliance test evaluates a candidate's knowledge of essential data protection, risk management, and regulatory compliance principles. This screening test will help you hire data professionals who can safeguard your data assets.
10 min

Ecommerce Skills

This E-commerce Skills test evaluates a candidate’s ability to navigate the complexities of online business operations and their knowledge of managing e-commerce platforms. It will help you hire professionals who drive online sales growth efficiently.
10 min

Medical Billing

This Medical Billing test assesses a candidate's knowledge and skills in medical coding, insurance and claim management, reimbursement, communication, and documentation.
10 min

Data-Driven Decision Making

This data-driven decision-making test evaluates candidates' ability to leverage data in business settings. This screening test will help hire professionals across industries who must make decisions based on data insights.
10 min

Conversion Rate Optimization

This Conversion Rate Optimization test evaluates candidates’ knowledge of conversion rate optimization (CRO). This screening test will help hire CRO analysts who are well-versed in CRO research and tools.
10 min

Human-Computer Interaction Design

This Human-Computer Interaction Design test assesses candidates' skills in creating user-friendly interfaces. It aids in hiring experts who enhance user experience and innovation.
10 min

Performance Management

This Performance Management test evaluates a candidate’s ability to appraise performance, give feedback, and manage performance fairly. This screening test will help you hire professionals who can manage performance.
10 min

Instagram Marketing

This Instagram Marketing test evaluates candidates’ knowledge of Instagram and the tools it provides to grow a brand’s Instagram profile organically. This screening test will help you hire social media managers who can build up your brand on Instagram.
10 min