Customer Success & Experience Topics
Customer success strategy, customer satisfaction, customer-centric problem solving, and customer experience optimization. Covers customer retention, success metrics, and cross-functional collaboration to drive customer outcomes.
Customer Focus and Impact
Evaluates an outward oriented approach that centers customers and key stakeholders when making decisions, designing products, and prioritizing work. Candidates should demonstrate active empathy for end users, methods for collecting external inputs such as customer feedback, surveys, interviews, testimonials, and market signals, and show how those inputs influenced roadmaps, product or engineering trade offs, or operational changes. Interviewers look for examples of customer advocacy where the candidate influenced stakeholders to choose customer centered solutions, resisted internal pressures that would degrade customer experience, and balanced competing stakeholder needs. This topic includes translating technical and analytical work into measurable customer value, defining and tracking customer and business outcomes, prioritizing features and investments by impact, considering long term customer value, and taking ownership for customer success across contexts including product features, internal tooling, infrastructure, and process improvements.
Candidate/Customer Obsession & Inclusion
Demonstrate your commitment to excellent candidate experience: providing timely feedback, transparent communication about the hiring process, respectful rejection, accessibility accommodations, and truly listening to candidate concerns. Provide examples of how you've prioritized candidate experience, even when it added complexity or slowed the process. Show you understand that candidates are judging your company and that poor experience damages your employer brand and employee referrals.