Use our Customer success representative (SaaS) test to hire the best

Summary of the Customer success representative (SaaS) test

This customer success representative test evaluates candidates' ability to proactively serve and engage customers, especially in a SaaS setting, by assessing both their approach to customer issues and their skills in problem resolution.

Covered skills

Understanding the customer journey
Empathizing with the customer and solving issues
Communicating business decisions to the customer

Use the Customer success representative (SaaS) test to hire

Customer success representatives, customer success specialists, and other roles that require a good, basic knowledge of customer success principles.

Type

Role specific skills

Time

10 min

Audience

English speaking

Level

Intermediate

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About the Customer success representative (SaaS) test

Empathetic, diplomatic, and solution-oriented: Companies need customer success representatives with the right qualities to represent their brand and educate customers on the value of their product. Technology companies, and SaaS (software-as-a-service) companies, in particular, need customer support representatives who can not only answer customer questions but can proactively take steps and measure to resolve potential problems before they happen (again) or grow into bigger issues.

This customer support representative test evaluates candidates' ability to empathize with the customer and solve issues, and to communicate business decisions to the customer in a way that cultivates strong and long-lasting relationships. The test also assesses candidates' knowledge of the customer journey and their ability to determine and take the right actions based on it.

Candidates who do well on this test understand the basic principles of proactive customer success and have experience dealing with various customer requested and understanding when they need to solve issues themselves (and how) and when they (truly) need to escalate issues or bring in more resources to help resolve a customer's core issue.

This test is appropriate for candidates with some experience in customer success roles (1-2+ years). For a higher-level test, see our customer success manager (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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FAQs

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.

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Can I combine the Customer success representative (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 representative (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.

Customer success representative (SaaS)