This Customer Success Manager (SaaS) 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.

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 (SaaS) test evaluates candidates' ability to:

- Understanding (and use of) the customer data

- Analyse data and make decisions from it

- Solve customer issues

- 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.