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Customer Success Representative test: Online screening assessment to hire the best candidates

All tests/Role specific skills/

Customer Success Representative (SaaS) test

Type: Role specific skills

Time: 10 min

Languages: English, Spanish, French, Italian, Japanese, Dutch, Portuguese

Level: Intermediate

Summary of the Customer Success Representative (SaaS) test

This Customer Success Representative skills 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.

Preview questions

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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 company's brand and educate customers on the value of their company's product.

Technology companies, and SaaS (software-as-a-service) companies, in particular, need customer success representatives who can not only answer customer questions but can proactively take steps to resolve potential problems before they happen (again) or grow into bigger issues.

This customer success representative test evaluates candidates' ability to empathize with the customer to 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 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 requests and misunderstandings. A strong showing on this test means a candidate who also understands the balance between issues they can solve themselves and when matters truly warrant escalation.

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.

Explore the test science

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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.

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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.

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View a sample report

The Customer Success Representative (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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FAQs

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.

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."

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.

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.

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."

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.

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