This Customer Success Representative (SaaS) 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.

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:

- Empathise with the customer to solve issues

- Communicate business decisions to the customer in a way that cultivates strong and long-lasting relationships

- Understand the customer journey

- Take the right actions based on their interaction

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.