This comprehensive interview guide is designed to help you evaluate candidates for the Customer Success Manager role. It provides a structured approach to assessing key competencies, skills, and potential for success through a series of targeted interviews and exercises.

The guide includes:

• A Screening Interview to quickly assess initial fit
• A Work Sample exercise to evaluate hands-on skills
• A Hiring Manager Interview focused on relevant experience
• Behavioral Competency Interviews to assess critical soft skills
• Guidance for conducting a team Debrief Meeting
• Questions for Reference Checks

Each section contains specific questions, interviewer guidance, and scoring criteria to ensure a thorough and consistent evaluation process across candidates.

How to Use This Guide

To get the most value from this interview guide:

1. Review the entire guide before beginning the interview process to familiarize yourself with the flow and content.
2. Use all sections of the guide in the recommended order for a comprehensive assessment.
3. Ask the provided questions as written to ensure consistency, but feel free to ask relevant follow-up questions to probe deeper.
4. Take detailed notes during each interview, focusing on specific examples and achievements shared by the candidate.
5. Complete the provided scorecards immediately after each interview while the information is fresh.
6. If you want to modify any questions, consider using the alternative behavioral interview questions linked throughout as inspiration.
7. Conduct a thorough debrief meeting with all interviewers before making a final decision.
8. Use the reference check questions to validate key information and insights gathered during the interview process.

By following this structured approach, you’ll be well-equipped to make an informed hiring decision for your Customer Success Manager role. Remember that while the guide provides a framework, your judgment and insights as an interviewer are invaluable to the process.

Job Description

🎯 Role Overview

We’re seeking a Customer Success Manager to join our dynamic team and drive customer satisfaction and retention. This role will be pivotal in ensuring our educational technology solutions deliver value to our partners in the Midwest region.

🌟 Key Responsibilities

• 🤝 Manage onboarding and training for new district and school partners
• 📚 Provide ongoing professional development support to educators
• 🔍 Monitor customer health and escalate issues as needed
• 💡 Collaborate with cross-functional teams to improve product and service offerings
• 🚀 Identify and pursue business development opportunities

📊 What Success Looks Like

• Consistently high customer satisfaction scores
• Strong adoption rates of our educational technology solutions
• Timely resolution of customer issues
• Positive feedback from internal teams on collaboration efforts
• Contribution to company growth through upsells and referrals

🎓 Qualifications

Must-Have:

• Demonstrated success in customer-facing roles
• Strong communication and presentation skills
• Passion for education and technology
• Ability to work independently and as part of a team
• Willingness to travel regularly to partner sites

Nice-to-Have:

• Experience in EdTech or SaaS industries
• Background in education or instructional design
• Familiarity with project management tools

💪 Core Competencies

• Customer Focus
• Communication
• Problem-Solving
• Adaptability
• Relationship Building

📍 Location & Travel

[Location] with regular travel to Midwest partner sites (primarily Chicago and Detroit areas)

💰 Compensation

[Salary Range]
[Benefits Package]

Internal Use Sections

Role Overview

This position requires a balance of relationship management, technical knowledge, and strategic thinking. The ideal candidate should be comfortable working with educators and administrators while also contributing to product and business development initiatives.

Essential Behavioral Competencies

1. Customer Orientation
2. Communication and Influence
3. Problem-Solving and Critical Thinking
4. Adaptability and Learning Agility
5. Collaboration and Teamwork

Example Goals for Role

1. Achieve 95% customer retention rate for assigned accounts
2. Maintain an average NPS score of 8+ across all partners
3. Successfully onboard and train 10 new district partners per quarter
4. Generate 20% of new business through upsells and referrals
5. Contribute to product roadmap with 5 validated feature requests per quarter

Ideal Candidate Profile

• Proven track record of success in customer-facing roles, ideally in education or technology sectors
• Strong empathy for educators and understanding of classroom dynamics
• Excellent project management and organizational skills
• Ability to translate technical concepts into easy-to-understand language for non-technical audiences
• Demonstrated ability to build and maintain relationships with diverse stakeholders
• Comfortable with frequent travel and working in a fast-paced, evolving environment
• [Any specific requirements for company culture fit]
• [Location-specific requirements, if applicable]

📞 Screening Interview

Directions for the Interviewer

This initial screening interview is crucial for quickly assessing if a candidate should move forward in the process. Focus on work eligibility, cultural fit, performance history, and key skills. Getting details on past performance early is essential. Ask all candidates the same questions to ensure fair comparisons.

Directions to Share with Candidate

“I’ll be asking you some initial questions about your background and experience to determine fit for our Customer Success Manager role. Please provide concise but thorough answers. Do you have any questions before we begin?”

Interview Questions

1. Are you able to travel regularly to partner sites, primarily in the Chicago and Detroit areas?

Guidance for Interviewer:
Areas to Cover:

• Willingness and ability to travel
• Any potential constraints or concerns

Possible Follow-up Questions:

• How frequently have you traveled for work in the past?
• Do you have any experience working in the Midwest region?

2. Tell me about your most recent customer-facing role and your typical interactions with clients.

Guidance for Interviewer:
Areas to Cover:

• Relevance of past experience
• Level of customer interaction
• Types of customers (e.g., educators, administrators)

Possible Follow-up Questions:

• How did you measure customer satisfaction in that role?
• Can you give an example of a challenging customer interaction and how you resolved it?

3. What interests you most about this Customer Success Manager role in the EdTech space?

Guidance for Interviewer:
Areas to Cover:

• Knowledge of EdTech industry
• Alignment with role expectations
• Passion for education and technology

Possible Follow-up Questions:

• What do you know about our company and our products?
• How does this role fit into your long-term career goals?

4. Walk me through your experience with onboarding and training clients.

Guidance for Interviewer:
Areas to Cover:

• Structured onboarding process
• Training methodologies
• Measuring success of onboarding

Possible Follow-up Questions:

• How do you tailor your approach for different types of users?
• What tools or resources do you typically use in the onboarding process?

5. Describe a time when you identified a business development opportunity with an existing client.

Guidance for Interviewer:
Areas to Cover:

• Ability to recognize upsell opportunities
• Approach to pursuing new business
• Results achieved

Possible Follow-up Questions:

• How did you present this opportunity to the client?
• What was the outcome, and what did you learn from the experience?

6. How do you stay current on educational trends and technology developments?

Guidance for Interviewer:
Areas to Cover:

• Learning agility
• Self-motivation
• Industry knowledge

Possible Follow-up Questions:

• What EdTech resources or publications do you find most valuable?
• Have you attended any recent education or technology conferences?

7. What questions do you have about the role or our company?

Guidance for Interviewer:
Areas to Cover:

• Depth of candidate research
• Genuine interest in role
• Thoughtfulness of questions

Possible Follow-up Questions:

• What excites you most about potentially joining our team?
• Is there anything that gives you hesitation about the role?

Interview Scorecard

Travel Willingness

• 0: Not Enough Information Gathered to Evaluate
• 1: Unwilling or unable to travel regularly
• 2: Hesitant about travel requirements
• 3: Willing to travel as required
• 4: Enthusiastic about travel opportunities

Relevant Experience

• 0: Not Enough Information Gathered to Evaluate
• 1: No customer-facing experience
• 2: Some customer experience but not in related industries
• 3: Strong customer-facing experience in related fields
• 4: Extensive, highly relevant customer success experience in EdTech

EdTech Passion

• 0: Not Enough Information Gathered to Evaluate
• 1: Little interest in education or technology
• 2: General interest but limited knowledge
• 3: Clear passion for EdTech with good understanding
• 4: Deep passion and expertise in education and technology

Onboarding & Training Skills

• 0: Not Enough Information Gathered to Evaluate
• 1: No experience with client onboarding or training
• 2: Basic experience but lacks structured approach
• 3: Strong onboarding and training experience
• 4: Exceptional track record with innovative approaches

Business Development Acumen

• 0: Not Enough Information Gathered to Evaluate
• 1: No experience identifying upsell opportunities
• 2: Some awareness but limited success
• 3: Proven ability to identify and pursue opportunities
• 4: Consistent track record of generating significant new business

Learning Agility

• 0: Not Enough Information Gathered to Evaluate
• 1: Shows little interest in ongoing learning
• 2: Some effort towards professional development
• 3: Active learner with good industry knowledge
• 4: Passionate self-learner with cutting-edge industry insights

Overall Recommendation

• 1: Strong No Hire
• 2: No Hire
• 3: Hire
• 4: Strong Hire

💼 Work Sample: Mock Onboarding Presentation

Directions for the Interviewer

This work sample assesses the candidate’s ability to create and deliver an effective onboarding presentation for a new school partner. Evaluate their preparation, presentation skills, ability to explain technical concepts, and how they handle questions.

Best practices:

• Provide the candidate with background information on the fictional school and our product 24 hours in advance
• Allow 20 minutes for the presentation and 10 minutes for Q&A
• Take notes on specific behaviors and content
• Provide a brief opportunity for the candidate to self-reflect after the exercise

Directions to Share with Candidate

“For this exercise, you’ll create and deliver a mock onboarding presentation for a new school partner adopting our main EdTech product. I’ll provide you with information about the school and our product 24 hours before the interview. Your presentation should be about 20 minutes, followed by 10 minutes of Q&A. Focus on introducing the key features, demonstrating their value, and addressing common concerns. Do you have any questions?”

Provide the candidate with:

• Brief overview of your main EdTech product
• Fictional school profile (size, demographics, current challenges)
• Any other relevant background information

Interview Scorecard

Preparation

• 0: Not Enough Information Gathered to Evaluate
• 1: Poorly prepared, lacks understanding of product or school needs
• 2: Basic preparation with generic approach
• 3: Well-prepared with tailored content for the school
• 4: Exceptionally prepared with innovative, school-specific approach

Presentation Skills

• 0: Not Enough Information Gathered to Evaluate
• 1: Poor communication, unclear or disorganized
• 2: Adequate presentation but lacks engagement
• 3: Clear, engaging presentation
• 4: Highly polished, inspiring presentation

Technical Knowledge

• 0: Not Enough Information Gathered to Evaluate
• 1: Unable to explain product features or benefits
• 2: Basic understanding of product
• 3: Strong product knowledge with clear explanations
• 4: Expert-level knowledge with ability to connect features to specific school needs

Handling Questions

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to address questions or concerns
• 2: Provides basic responses to questions
• 3: Effectively addresses questions and concerns
• 4: Expertly handles questions, turning concerns into opportunities

Goal: Achieve 95% customer retention rate for assigned accounts

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Maintain an average NPS score of 8+ across all partners

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Successfully onboard and train 10 new district partners per quarter

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Overall Recommendation

• 1: Strong No Hire
• 2: No Hire
• 3: Hire
• 4: Strong Hire

👥 Hiring Manager Interview

Directions for the Interviewer

This interview focuses on the candidate’s relevant work history and performance. Ask the following questions for each relevant previous role, adapting as needed for time and the number of relevant roles. Ask all questions on the most recent or most relevant role. Probe for specific examples and quantifiable results. Pay attention to the progression of responsibilities and achievements across roles.

Directions to Share with Candidate

“I’d like to discuss your relevant work experience in more detail. We’ll go through each of your previous roles, focusing on your responsibilities, achievements, and lessons learned. Please provide specific examples and metrics where possible.”

Interview Questions

1. What were your main responsibilities in this role?

Guidance for Interviewer:
Areas to Cover:

• Scope of role
• Types of clients or partners managed
• Team structure and interactions

Possible Follow-up Questions:

• How did your responsibilities evolve over time?
• What was the most challenging aspect of the role?
• How did this role prepare you for your next career step?

2. What were your key performance metrics and how did you perform against them?

Guidance for Interviewer:
Areas to Cover:

• Specific KPIs and targets
• Performance relative to peers
• Consistency of achievement

Possible Follow-up Questions:

• What strategies did you use to consistently meet/exceed your targets?
• How did you recover from any periods of underperformance?
• What tools or resources were most helpful in tracking and improving your performance?

3. Tell me about your most significant customer success achievement in this role.

Guidance for Interviewer:
Areas to Cover:

• Scope and complexity of the success
• Stakeholders involved
• Unique challenges overcome

Possible Follow-up Questions:

• What was your specific role in achieving this success?
• How did you navigate any obstacles or setbacks?
• What lessons from this achievement have you applied to subsequent situations?

4. Describe a time when you faced a significant customer issue or dissatisfaction. How did you handle it?

Guidance for Interviewer:
Areas to Cover:

• Nature of the issue
• Problem-solving approach
• Resolution and lessons learned

Possible Follow-up Questions:

• How did you communicate with the customer throughout the process?
• What specific changes did you implement to prevent similar issues in the future?
• How have you used this experience to coach or mentor others?

Interview Scorecard

Relevant Experience

• 0: Not Enough Information Gathered to Evaluate
• 1: Limited relevant experience
• 2: Some relevant experience but gaps in key areas
• 3: Strong relevant experience aligned with role requirements
• 4: Extensive highly relevant experience exceeding role requirements

Performance History

• 0: Not Enough Information Gathered to Evaluate
• 1: Consistently underperformed against targets
• 2: Occasionally met targets with inconsistent performance
• 3: Consistently met or exceeded targets
• 4: Consistently top performer, significantly exceeding targets

Customer Success Achievement

• 0: Not Enough Information Gathered to Evaluate
• 1: Unable to provide significant achievement example
• 2: Modest achievement with limited impact
• 3: Strong achievement with clear positive outcomes
• 4: Exceptional achievement with lasting, widespread impact

Problem-Solving and Issue Resolution

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to effectively resolve customer issues
• 2: Basic problem-solving skills with some success
• 3: Strong problem-solving ability with positive resolutions
• 4: Exceptional at turning challenging situations into opportunities for growth

Goal: Achieve 95% customer retention rate for assigned accounts

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Maintain an average NPS score of 8+ across all partners

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Generate 20% of new business through upsells and referrals

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Overall Recommendation

• 1: Strong No Hire
• 2: No Hire
• 3: Hire
• 4: Strong Hire

🧠 Behavioral Competency Interview

Directions for the Interviewer

This interview assesses the candidate’s behavioral competencies critical for success in the Customer Success Manager role. Ask all candidates the same questions, probing for specific examples and details about the situation, actions taken, results achieved, and lessons learned. Avoid hypothetical scenarios and focus on past experiences.

Directions to Share with Candidate

“I’ll be asking you about specific experiences from your past that relate to key competencies for this role. Please provide detailed examples, including the situation, your actions, the outcomes, and what you learned. Take a moment to think before answering if needed.”

Interview Questions

1. Tell me about a time when you had to adapt your communication style to effectively work with a challenging stakeholder or client. (Communication and Influence, Adaptability)

Guidance for Interviewer:
Areas to Cover:

• Nature of the challenge
• Analysis of stakeholder needs
• Specific adaptations made
• Outcome and lessons learned

Possible Follow-up Questions:

• How did you identify that your usual communication style wasn’t effective?
• What resources or support did you leverage to adapt your approach?
• How has this experience influenced your communication style in subsequent interactions?

2. Describe a situation where you identified and implemented a solution to improve a customer’s experience or outcomes. (Customer Orientation, Problem-Solving and Critical Thinking)

Guidance for Interviewer:
Areas to Cover:

• Process for identifying the improvement opportunity
• Analysis and solution development
• Implementation challenges and how they were overcome
• Measurable impact on customer experience

Possible Follow-up Questions:

• How did you gather data or insights to inform your solution?
• What stakeholders did you need to involve in the process?
• How did you measure the success of your solution?

3. Give me an example of how you’ve collaborated with cross-functional teams to address a complex customer need. (Collaboration and Teamwork, Communication and Influence)

Guidance for Interviewer:
Areas to Cover:

• Nature of the customer need
• Teams involved and their roles
• Coordination and communication strategies
• Outcome and lessons learned

Possible Follow-up Questions:

• How did you handle any conflicts or differing priorities among team members?
• What tools or processes did you use to ensure effective collaboration?
• How have you applied lessons from this experience to subsequent cross-functional projects?

Interview Scorecard

Communication and Influence

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to adapt communication or influence others
• 2: Can communicate adequately in most situations
• 3: Effectively adapts communication style and influences stakeholders
• 4: Masterfully communicates and influences at all levels

Adaptability

• 0: Not Enough Information Gathered to Evaluate
• 1: Resistant to change or inflexible in approach
• 2: Can adapt when given clear direction
• 3: Proactively adjusts approach based on situation
• 4: Thrives in dynamic environments, driving positive change

Customer Orientation

• 0: Not Enough Information Gathered to Evaluate
• 1: Limited focus on customer needs
• 2: Basic understanding of customer service
• 3: Strong customer focus with proactive problem-solving
• 4: Exceptional at anticipating and exceeding customer needs

Problem-Solving and Critical Thinking

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to analyze problems or develop solutions
• 2: Can solve routine problems with guidance
• 3: Effectively analyzes complex issues and develops solid solutions
• 4: Innovative problem-solver with a track record of breakthrough solutions

Collaboration and Teamwork

• 0: Not Enough Information Gathered to Evaluate
• 1: Prefers to work independently, struggles in team settings
• 2: Works adequately in team settings
• 3: Actively contributes to team success and fosters collaboration
• 4: Exceptional team player who elevates overall team performance

Goal: Achieve 95% customer retention rate for assigned accounts

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Contribute to product roadmap with 5 validated feature requests per quarter

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Generate 20% of new business through upsells and referrals

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Overall Recommendation

• 1: Strong No Hire
• 2: No Hire
• 3: Hire
• 4: Strong Hire

🔝 Skip Level Behavioral Interview

Directions for the Interviewer

This interview further assesses the candidate’s behavioral competencies from a different perspective. Ask all candidates the same questions, probing for specific examples and details about the situation, actions taken, results achieved, and lessons learned. Avoid hypothetical scenarios and focus on past experiences.

Directions to Share with Candidate

“I’ll be asking you about specific experiences from your past that relate to key competencies for this role. Please provide detailed examples, including the situation, your actions, the outcomes, and what you learned. Take a moment to think before answering if needed.”

Interview Questions

1. Tell me about a time when you had to quickly learn and implement a new technology or process to meet a customer’s needs. (Adaptability and Learning Agility, Customer Orientation)

Guidance for Interviewer:
Areas to Cover:

• Nature of the new technology or process
• Learning approach and timeline
• Implementation challenges
• Impact on customer satisfaction

Possible Follow-up Questions:

• How did you prioritize what to learn first?
• What resources or support did you leverage in this process?
• How has this experience shaped your approach to learning new skills or technologies?

2. Describe a situation where you had to balance the needs of multiple clients or projects simultaneously. How did you manage your priorities? (Problem-Solving and Critical Thinking, Customer Orientation)

Guidance for Interviewer:
Areas to Cover:

• Scope and complexity of competing priorities
• Strategies for time management and organization
• Communication with clients and internal stakeholders
• Results achieved across multiple projects

Possible Follow-up Questions:

• What tools or systems do you use to stay organized?
• How do you decide when to delegate or seek support?
• Can you give an example of a time when you had to make a difficult prioritization decision?

3. Give me an example of how you’ve contributed to improving your team’s processes or strategies for customer success. (Collaboration and Teamwork, Problem-Solving and Critical Thinking)

Guidance for Interviewer:
Areas to Cover:

• Identification of improvement opportunity
• Development of solution or new approach
• Implementation and change management
• Measurable impact on team performance

Possible Follow-up Questions:

• How did you gain buy-in from leadership and team members?
• What challenges did you encounter during implementation and how did you overcome them?
• How have you continued to iterate on this improvement over time?

Interview Scorecard

Adaptability and Learning Agility

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to adapt or learn new skills
• 2: Can adapt and learn when given clear direction
• 3: Proactively seeks learning opportunities and adapts quickly
• 4: Thrives on change, consistently driving innovation through rapid learning

Customer Orientation

• 0: Not Enough Information Gathered to Evaluate
• 1: Limited focus on customer needs
• 2: Basic understanding of customer service
• 3: Strong customer focus with proactive problem-solving
• 4: Exceptional at anticipating and exceeding customer needs

Problem-Solving and Critical Thinking

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to analyze problems or develop solutions
• 2: Can solve routine problems with guidance
• 3: Effectively analyzes complex issues and develops solid solutions
• 4: Innovative problem-solver with a track record of breakthrough solutions

Collaboration and Teamwork

• 0: Not Enough Information Gathered to Evaluate
• 1: Prefers to work independently, struggles in team settings
• 2: Works adequately in team settings
• 3: Actively contributes to team success and fosters collaboration
• 4: Exceptional team player who elevates overall team performance

Goal: Achieve 95% customer retention rate for assigned accounts

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Maintain an average NPS score of 8+ across all partners

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Goal: Contribute to product roadmap with 5 validated feature requests per quarter

• 0: Not Enough Information Gathered to Evaluate
• 1: Unlikely to Achieve Goal
• 2: Likely to Partially Achieve Goal
• 3: Likely to Achieve Goal
• 4: Likely to Exceed Goal

Overall Recommendation

• 1: Strong No Hire
• 2: No Hire
• 3: Hire
• 4: Strong Hire

Debrief Meeting Guide

🗣️ Directions for Conducting the Debrief Meeting

The Debrief Meeting is a crucial open discussion for hiring team members to share information learned during candidate interviews. Use the questions below to guide the discussion.

• Start by reviewing the role requirements, key competencies, and goals for success.
• Create an environment where differing opinions are welcomed and valued.
• Remind participants that while scores and interview notes are important, they shouldn’t be the sole factor in decision-making.
• Encourage team members to change their recommendations if new information warrants it.
• The meeting leader should initially present as neutral to avoid swaying the conversation prematurely.

📋 Debrief Meeting Questions

Question 1: Does anyone have any questions for the other interviewers about the candidate?

Guidance: Allow team members to seek clarification on any aspects of the interviews they found unclear or want to explore further.

Question 2: Are there any additional comments about the Candidate?

Guidance: This is an opportunity for interviewers to share important observations or insights not captured in their formal feedback.

Question 3: How well do you believe the candidate can achieve our key performance goals?

Guidance: Discuss the candidate’s potential to meet specific goals like:

• Achieving a 95% customer retention rate
• Maintaining an average NPS score of 8+
• Successfully onboarding 10 new district partners per quarter
• Generating 20% of new business through upsells and referrals
• Contributing 5 validated feature requests to the product roadmap per quarter

Question 4: How does the candidate’s past performance compare to what we need in this role?

Guidance: Discuss any quantifiable achievements or rankings from the candidate’s previous roles. Consider how these align with our expectations and needs.

Question 5: Is there anything further we need to investigate before making a decision?

Guidance: Identify any gaps in information or areas that require further exploration, potentially during reference checks.

Question 6: Has anyone changed their hire/no-hire recommendation?

Guidance: Allow team members to update their recommendations based on the discussion and new information shared.

Question 7: If the consensus is no hire, should the candidate be considered for other roles? If so, what roles?

Guidance: Consider whether the candidate’s skills and experience might be a better fit for a different position within the organization.

Question 8: What are the next steps?

Guidance: Determine the path forward. This could include proceeding to reference checks, scheduling additional interviews, or making a final decision.

Reference Check Guide

🔍 Directions for Conducting Reference Checks

• Ask the candidate to set up the reference checks, providing them with context and preparing the references.
• Aim to speak with former managers or colleagues who can provide insights into the candidate’s performance and work style.
• Use the questions below as a guide, but be prepared to ask follow-up questions based on the responses.
• Pay attention to both what is said and what isn’t said.
• Be alert for any red flags, remembering that this is the final stage and it’s important not to overlook potential issues.

📞 Reference Check Questions

1. In what capacity did you work with [Candidate Name], and for how long?

Guidance: Establish the context of the relationship and the reference’s ability to evaluate the candidate’s work.

2. What were [Candidate Name]'s primary responsibilities in their role?

Guidance: Compare this information with what the candidate shared during interviews.

3. How would you rate [Candidate Name]'s performance in customer-facing situations?

Guidance: Look for specific examples that demonstrate the candidate’s customer service skills.

4. Can you describe a situation where [Candidate Name] had to handle a difficult customer or complex problem?

Guidance: Pay attention to the candidate’s problem-solving approach and ability to maintain customer satisfaction under pressure.

5. How would you describe [Candidate Name]'s ability to learn and adapt to new technologies or processes?

Guidance: Assess the candidate’s learning agility and adaptability, crucial skills in the EdTech industry.

6. In their time working with you, how did [Candidate Name] contribute to customer retention or business growth?

Guidance: Look for quantifiable achievements that align with our performance goals.

7. On a scale of 1-10, how likely would you be to hire [Candidate Name] if you had an appropriate role available? Why?

Guidance: This question often provides valuable insights into the reference’s true opinion of the candidate.

📊 Reference Check Scorecard

Overall Performance

• 0: Not Enough Information Gathered to Evaluate
• 1: Consistently underperformed expectations
• 2: Sometimes met expectations but often fell short
• 3: Consistently met expectations
• 4: Frequently exceeded expectations

Customer Service Skills

• 0: Not Enough Information Gathered to Evaluate
• 1: Poor customer service skills, frequent complaints
• 2: Adequate customer service skills with room for improvement
• 3: Strong customer service skills, positive feedback from clients
• 4: Exceptional customer service skills, often praised by clients

Problem-Solving Ability

• 0: Not Enough Information Gathered to Evaluate
• 1: Struggles to solve problems independently
• 2: Can solve routine problems but needs help with complex issues
• 3: Effectively solves most problems independently
• 4: Innovative problem-solver, often finds unique solutions

Learning Agility and Adaptability

• 0: Not Enough Information Gathered to Evaluate
• 1: Resistant to change, slow to learn new skills
• 2: Can adapt and learn with significant support
• 3: Adapts well to change and learns new skills quickly
• 4: Thrives on change, proactively seeks learning opportunities

Contribution to Business Growth

• 0: Not Enough Information Gathered to Evaluate
• 1: Made little to no impact on business growth
• 2: Occasionally contributed to business growth
• 3: Consistently contributed to business growth
• 4: Significantly drove business growth, exceeded targets

Likelihood of Rehire

• 0: Not Enough Information Gathered to Evaluate
• 1: Would not rehire (1-3 on scale)
• 2: Might rehire with reservations (4-6 on scale)
• 3: Would likely rehire (7-8 on scale)
• 4: Would definitely rehire (9-10 on scale)

FAQ: Using This Interview Guide

Q: How should I prepare before using this interview guide?

A: Thoroughly review the entire guide, including the job description, before beginning the interview process. Familiarize yourself with the flow and content of each section. Consider the key competencies and goals for the role, and think about how the questions align with these. You may want to review some of our tips for conducting effective interviews as well.

Q: Can I modify the questions in the guide?

A: While it’s best to use the provided questions for consistency, you can make minor adjustments if needed. If you want to change a question significantly, consider using our alternative behavioral interview questions as inspiration. Remember to keep the focus on the key competencies and goals for the role.

Q: How should I handle follow-up questions?

A: The guide provides suggested follow-up questions, but don’t hesitate to ask additional ones based on the candidate’s responses. The goal is to get a comprehensive understanding of the candidate’s experience and capabilities. Just ensure that any additional questions are relevant and appropriate.

Q: What if I don’t have time to complete all sections of the guide?

A: While it’s ideal to use all sections for a comprehensive assessment, if time is limited, prioritize the Screening Interview, Work Sample, and Hiring Manager Interview. These will give you a good foundation for evaluation. However, try to schedule additional time if possible to complete the full process.

Q: How should I use the scorecards provided?

A: Complete the scorecards immediately after each interview while the information is fresh in your mind. Be as objective as possible, using specific examples from the interview to justify your ratings. Remember, the scorecards are tools to aid decision-making, not the sole determinant.

Q: What if a candidate doesn’t have direct experience in some areas?

A: Focus on transferable skills and how the candidate’s past experiences might apply to the role. Use follow-up questions to explore how they would approach situations they haven’t encountered before. Remember, potential and learning agility can be as important as direct experience.

Q: How do I conduct the work sample exercise effectively?

A: Provide clear instructions and ensure the candidate has all necessary information. During the exercise, observe not just the end result, but also the candidate’s approach and thought process. Our guide on mastering role-playing interviews offers additional tips that can be applied to work samples.

Q: What should I do if there are discrepancies between different interviewers’ assessments?

A: This is where the debrief meeting becomes crucial. Use this time to discuss different perspectives and try to understand the reasons behind varying assessments. It’s okay to have differing opinions, but aim to reach a consensus based on objective evidence from the interviews.

Q: How can I ensure I’m making an unbiased decision?

A: Stick to the structured interview format and use the scorecards consistently for all candidates. Be aware of common biases in hiring and actively work to counteract them. Our article on the science of sales hiring discusses how structured interviews can help reduce bias.

Q: What if I’m still unsure about a candidate after completing all interviews?

A: If you’re still uncertain, it may be worth conducting additional reference checks or arranging a follow-up interview to address specific concerns. Trust your instincts, but make sure they’re backed by concrete evidence from the interview process.

Was this interview guide helpful? You can build, edit, and use interview guides like this with your hiring team with Yardstick. Sign up for Yardstick and get started for free.

‍