Interview Guide for

Partner Customer Success Manager

This comprehensive interview guide is designed to help you effectively evaluate candidates for the Partner Customer Success Manager role at your organization. It provides a structured approach to assessing candidates' skills, experience, and fit for the position through multiple interview stages, including a work sample exercise.

How to Use This Guide

To make the most of this interview guide and improve your hiring decisions:

Familiarize yourself with the job description and ideal candidate profile before conducting interviews. This will help you better assess candidate fit and potential for success in the role.
Customize the guide to align with your company's specific needs and partner ecosystem. You can edit questions or add new ones using Yardstick, ensuring the interview process remains relevant and effective for your partner success environment.
Use the same questions and scorecards for each interview stage to ensure consistency across candidates. This standardized approach allows for more accurate comparisons and data-driven decision-making.
Take detailed notes during interviews to support your evaluations. Yardstick's AI-powered note-taking feature can help capture key insights without distracting you from the conversation, especially during the mock partner strategy meeting exercise.
Complete the scorecard immediately after each interview while your impressions are fresh. This helps maintain accuracy and facilitates easier comparisons between candidates, particularly when evaluating complex competencies like strategic thinking and technical acumen.
Pay close attention to candidates' past performance metrics and their ability to articulate partner success strategies. The hiring manager interview section is particularly useful for diving deep into these areas.
Use the behavioral competency interview to assess adaptability and problem-solving skills, which are crucial for success in dynamic partner success environments.
Leverage the executive interview to evaluate candidates' ability to develop and implement high-level strategic plans for partner relationships.
Conduct thorough reference checks to verify the candidate's claims about their partner success performance and relationship-building abilities.
Use Yardstick's analytics to track the effectiveness of each element of the interview guide over time, allowing you to refine and improve your hiring process for partner success roles continuously.

Remember that this guide is a tool to support your decision-making process. Use your judgment and expertise to evaluate candidates holistically, considering both their qualifications and potential cultural fit within your organization's partner success team.

For more interview question ideas specific to this role, visit: Partner Customer Success Manager Interview Questions.

Job Description

🌟 Partner Customer Success Manager

🚀 About [Company]

[Company] is a leading provider of innovative [Industry] solutions, empowering organizations to securely manage identities, devices, and access across their infrastructure. Our mission is to simplify IT management and enhance security for businesses of all sizes.

💼 The Role

As a Partner Customer Success Manager at [Company], you'll play a crucial role in nurturing and growing our partner relationships. You'll work closely with partners and their key customers to ensure successful adoption of our solutions, drive value, and identify expansion opportunities.

🎯 Key Responsibilities

Develop a deep understanding of partner and key customer requirements, challenges, and desired business outcomes
Proactively monitor partner and customer health, identifying and resolving issues to mitigate risks
Serve as the primary escalation point for business and technical issues, providing dedicated ownership within [Company]
Collaborate with Partner Account Managers to identify and support expansion opportunities
Oversee partner enablement programs in collaboration with education specialists
Develop joint strategic account plans to deepen partner relationships and drive additional value
Maintain expertise in [Company]'s products and industry trends to effectively guide partners and customers
Demonstrate quantitative and qualitative value to clearly indicate partners' return on investment

🧠 What We're Looking For

Minimum 2 years of customer-facing experience in a SaaS environment
Technical acumen in IT fields such as user access management, authentication, device management, and security
Strong organizational skills with the ability to manage multiple tasks simultaneously
Excellent verbal and written communication skills, particularly in technical IT environments
Curious mindset with a passion for continuous learning
Problem-solving abilities with strong attention to detail
Bachelor's degree or equivalent experience

💫 Why Join [Company]?

Be part of a dynamic team shaping the future of IT management and security
Competitive compensation package including base salary and performance bonuses
Comprehensive benefits including health insurance and retirement plans
Flexible work environment with remote options
Continuous learning and development opportunities

Hiring Process

We've designed our hiring process to be comprehensive and give you multiple opportunities to showcase your skills and experience. Here's what you can expect:

Screening Interview

‍An initial conversation with our recruiting team to discuss your background and interest in the role.

Work Sample: Partner Strategy Meeting

‍An opportunity to demonstrate your strategic planning skills through a simulated partner strategy meeting.

Hiring Manager Interview

‍An in-depth discussion about your work history, achievements, and approach to partner success management.

Behavioral Competency Interview

‍A focused conversation about your past experiences and how they relate to key competencies for this role.

Executive Interview

‍A final interview with a senior leader to discuss your strategic thinking and potential impact on our partner ecosystem.

We aim to provide feedback promptly after each stage and encourage you to ask questions throughout the process. We're excited to get to know you and learn how you can contribute to our team's success!

[Company] is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Ideal Candidate Profile (Internal)

Role Overview

The Partner Customer Success Manager will be responsible for nurturing and growing partner relationships, ensuring successful adoption of our solutions, and driving value for both partners and their end customers. This role requires a blend of technical knowledge, relationship management skills, and strategic thinking to effectively support our partner ecosystem and drive business growth.

Essential Behavioral Competencies

Relationship Management: Ability to build, maintain, and strengthen relationships with partners and key stakeholders at various levels.
Technical Acumen: Capacity to understand and articulate complex technical concepts, translating them into business value for partners and customers.
Strategic Thinking: Skill in analyzing partner and customer needs, identifying opportunities, and developing long-term strategies to drive mutual success.
Problem-Solving: Aptitude for identifying and resolving issues proactively, using creative solutions and leveraging internal resources effectively.
Communication: Excellence in verbal and written communication, with the ability to adapt messaging to diverse audiences, from technical teams to executive stakeholders.

Desired Outcomes

Example Goals for Role:

Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.
Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.
Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.
Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.
Contribute to product development by providing quarterly reports on partner and customer feedback, resulting in at least two new feature implementations annually.

Ideal Candidate Profile

3-5 years of experience in customer success or account management, preferably in a B2B SaaS environment
Strong technical background in IT, with knowledge of identity and access management, device management, and cloud security concepts
Proven track record of managing and growing partner relationships in a technology-focused industry
Excellent project management skills with the ability to handle multiple partner accounts simultaneously
Data-driven approach to decision-making, with experience in using CRM and partner management tools
Adaptability to thrive in a fast-paced, evolving environment
Strong presentation and public speaking skills for partner enablement and executive-level communications
Self-motivated with a proactive approach to identifying and solving partner challenges
[Location]-based or comfortable with remote work, with willingness to travel up to [X%] for partner meetings and events

📞 Screening Interview

Directions for the Interviewer

This initial screening interview is crucial for quickly assessing if a candidate should move forward in the Partner Customer Success Manager hiring process. Focus on past performance with partners/customers, technical acumen, strategic thinking, and key competencies outlined in the job description. Getting detailed information on past performance early is essential.

Ask all candidates the same questions to ensure fair comparisons. Take detailed notes during the interview to support your evaluations. Complete the scorecard immediately after the interview while your impressions are fresh.

Remember that this is just the first step in the process, so focus on gathering key information rather than making a final decision. The goal is to determine if the candidate has the potential to excel in this role and should continue to the next stage of the interview process.

Directions to Share with Candidate

"I'll be asking you some initial questions about your background and experience to determine fit for our Partner Customer Success Manager role. Please provide concise but thorough answers, focusing on specific examples and results where possible. Do you have any questions before we begin?"

Interview Questions

Tell me about your most successful experience managing a partner relationship. What were the key outcomes and how did you achieve them?

Areas to Cover:

Specific metrics or outcomes achieved
Strategies used to build and strengthen the partnership
Challenges faced and how they were overcome
Impact on partner's business and company's business

Possible Follow-up Questions:

How did you measure the success of this partnership?
What specific actions did you take to deepen the relationship?
How did you align the partner's goals with your company's objectives?

Describe a situation where you had to leverage your technical knowledge to solve a complex partner or customer problem. What was your approach and the result?

Areas to Cover:

Depth of technical understanding
Ability to translate technical concepts into business value
Problem-solving process
Communication with non-technical stakeholders

Possible Follow-up Questions:

How did you ensure all stakeholders understood the technical solution?
What resources or support did you leverage to address the problem?
How did this experience impact your approach to future technical challenges?

Walk me through your process for developing a strategic account plan for a key partner. How do you ensure alignment with both the partner's and your company's objectives?

Areas to Cover:

Strategic thinking and planning skills
Understanding of partner's business and goals
Alignment with company objectives
Methods for tracking and measuring success

Possible Follow-up Questions:

How do you involve key stakeholders in the planning process?
What tools or frameworks do you use to structure your account plans?
How often do you review and adjust your strategic plans?

Tell me about a time when you had to manage multiple high-priority partner requests simultaneously. How did you prioritize and ensure all needs were met?

Areas to Cover:

Organizational and time management skills
Ability to handle pressure and competing demands
Communication with partners and internal stakeholders
Problem-solving and decision-making process

Possible Follow-up Questions:

How did you communicate priorities and manage expectations?
What tools or systems did you use to stay organized?
How do you balance short-term requests with long-term strategic goals?

Describe your approach to continuous learning and staying current with industry trends. How have you applied new knowledge to benefit your partners or customers?

Areas to Cover:

Methods for ongoing learning and development
Awareness of industry trends and emerging technologies
Application of new knowledge to partner/customer success
Passion for growth and improvement

Possible Follow-up Questions:

What resources do you find most valuable for staying informed?
Can you give an example of a recent trend you've leveraged in your role?
How do you balance staying current with your day-to-day responsibilities?

How do you measure the success and health of your partner relationships? What key metrics or indicators do you track?

Areas to Cover:

Understanding of partner success metrics
Data-driven approach to relationship management
Methods for gathering and analyzing partner feedback
Proactive identification of risks or opportunities

Possible Follow-up Questions:

How frequently do you review these metrics with partners?
What actions do you take when you identify a potential issue?
How do you align your success metrics with overall business objectives?

Are you legally authorized to work in [Location] without sponsorship?

Areas to Cover:

Current work authorization status
Any restrictions or limitations on employment
Timeline of work eligibility if applicable

Possible Follow-up Questions:

When does your current work authorization expire?
Are there any travel restrictions we should be aware of?

Interview Scorecard

Relevant Partner/Customer Success Experience

0: Not Enough Information Gathered to Evaluate
1: Less than 2 years of relevant experience
2: 2-3 years of partner/customer success experience
3: 3-5 years of successful partner/customer management
4: 5+ years of exceptional partner/customer success experience

Technical Acumen

0: Not Enough Information Gathered to Evaluate
1: Limited technical understanding
2: Basic technical knowledge, struggles to translate to business value
3: Strong technical knowledge, able to communicate effectively
4: Expert technical understanding, excels at linking technology to business outcomes

Strategic Thinking and Planning

0: Not Enough Information Gathered to Evaluate
1: Focuses primarily on short-term, tactical actions
2: Demonstrates some strategic thinking, but lacks depth
3: Strong strategic planning skills with clear examples
4: Exceptional strategic thinker, creates innovative long-term plans

Relationship Management

0: Not Enough Information Gathered to Evaluate
1: Struggles to build or maintain strong relationships
2: Maintains adequate relationships with some success
3: Builds strong, productive partnerships consistently
4: Excels at cultivating deep, mutually beneficial partnerships

Problem-Solving and Adaptability

0: Not Enough Information Gathered to Evaluate
1: Struggles to address complex problems or adapt to changes
2: Can solve routine problems and adapt with guidance
3: Effectively solves complex problems and adapts well to change
4: Innovative problem-solver, thrives in dynamic environments

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Poor communication, struggles to articulate ideas clearly
2: Adequate communication with some room for improvement
3: Strong communicator, articulates ideas clearly and persuasively
4: Exceptional communicator, tailors message effectively to all audiences

Continuous Learning and Improvement

0: Not Enough Information Gathered to Evaluate
1: Shows little interest in ongoing learning or improvement
2: Some effort towards continuous learning, but limited application
3: Consistently seeks to learn and apply new knowledge
4: Passionate self-learner, proactively applies new insights to benefit partners

Work Authorization

0: Not Enough Information Gathered to Evaluate
1: Requires sponsorship with significant restrictions
2: Requires sponsorship with minor restrictions
3: Authorized to work with time limitation
4: Fully authorized to work without restrictions

Goal: Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.

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: Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.

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: Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.

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: Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.

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

🤝 Work Sample: Mock Partner Strategy Meeting

Directions for the Interviewer

This work sample assesses the candidate's ability to develop and present a strategic plan for a key partner relationship. It evaluates their strategic thinking, communication skills, ability to align partner and company objectives, and their approach to driving mutual success.

Best practices:

Provide the candidate with background materials 24 hours before the exercise
Limit the role-play to 30 minutes (20 minutes for presentation, 10 minutes for Q&A)
Take detailed notes on specific behaviors and statements
Provide a brief opportunity for the candidate to self-reflect after the exercise
Offer both positive and constructive feedback on their execution
If time allows, discuss how they would implement or adjust the strategy based on feedback

Directions to Share with Candidate

"For this exercise, you'll develop and present a high-level strategic plan for a key partner relationship. I'll play the role of the VP of Partnerships at [Company]. Your goal is to present a 12-month strategy to grow and strengthen our relationship with the partner, align our objectives, and drive mutual success. The meeting will last about 30 minutes, with 20 minutes for your presentation and 10 minutes for Q&A. You'll receive background information on the partner and our company 24 hours before the exercise. Do you have any questions?"

Provide the candidate with:

Brief overview of your company's products/services
Partner profile including their business model, target market, and current relationship status
Key business objectives for both companies
Any relevant market trends or challenges
Format expectations for the presentation (e.g., PowerPoint, verbal presentation with handouts, etc.)

Interview Scorecard

Strategic Thinking

0: Not Enough Information Gathered to Evaluate
1: Strategy lacks coherence or alignment with objectives
2: Basic strategy with some alignment to objectives
3: Well-developed strategy clearly aligned with partner and company goals
4: Innovative, comprehensive strategy that exceeds expectations

Understanding of Partner Business

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of partner's business model and needs
2: Basic understanding of partner's business and goals
3: Strong grasp of partner's business, challenges, and opportunities
4: Deep insight into partner's business with valuable recommendations

Communication and Presentation Skills

0: Not Enough Information Gathered to Evaluate
1: Poorly structured presentation, unclear communication
2: Adequately structured presentation with clear main points
3: Well-structured, engaging presentation with clear rationale
4: Exceptionally compelling presentation, articulates complex ideas clearly

Action Plan and Measurable Objectives

0: Not Enough Information Gathered to Evaluate
1: Vague or unrealistic action plans and objectives
2: Basic action plans with some measurable objectives
3: Clear, achievable action plans with well-defined metrics
4: Comprehensive, innovative action plans with stretch goals and clear success metrics

Handling of Q&A

0: Not Enough Information Gathered to Evaluate
1: Struggles to address questions or provide rationale
2: Adequately addresses most questions with some hesitation
3: Confidently addresses questions with clear, well-reasoned responses
4: Expertly handles all questions, using them to further strengthen the strategy

Goal: Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.

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: Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.

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: Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.

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: Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.

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 in partner and customer success management roles. 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, especially in relation to partner management, technical problem-solving, and strategic planning.

Directions to Share with Candidate

"I'd like to discuss your relevant work experience in partner and customer success management 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, especially related to partner relationships, technical problem-solving, and strategic planning."

Interview Questions

Of all the jobs you've held in partner or customer success management, which was your favorite and why?

Areas to Cover:

Motivations and preferences in partner/customer success roles
Alignment with current Partner Customer Success Manager role
Self-awareness and understanding of strengths in relationship management

Possible Follow-up Questions:

What aspects of that role do you hope to find in this position?
How did that experience shape your approach to partner management?
What did you learn about yourself as a customer success professional in that role?

Tell me about your role at [company]. What attracted you to this partner/customer success opportunity?

Areas to Cover:

Company background and product/service overview
Target partner and customer profile
Partner enablement and success processes used
Approach to building and maintaining partner relationships
Technical support and issue resolution methods

Possible Follow-up Questions:

Who was your ideal partner, and how did you identify them?
Walk me through your typical partner onboarding and enablement process.
How did you balance the needs of partners and their end customers?
What was the typical cycle for developing a strategic account plan?
How did your product/service differentiate from competitors in the partner space?

What were your key responsibilities and objectives in this role? How did they evolve over time?

Areas to Cover:

Partner/customer success metrics and KPIs
Partner enablement and education initiatives
Technical support and escalation management
Strategic account planning and execution
Cross-functional collaboration for partner success

Possible Follow-up Questions:

What were your annual targets for partner satisfaction and retention?
How did you prioritize partner enablement initiatives?
Walk me through your process for resolving escalated technical issues.
How did you collaborate with other teams to support partner success?
What tools or resources did you use to track partner health and performance?

What were your key achievements in this partner/customer success role?

Areas to Cover:

Partner satisfaction and retention rates
Growth in partner-sourced revenue
Successful resolution of complex technical issues
Implementation of new partner enablement programs
Strategic account plan outcomes
Recognition or awards for partner management performance

Possible Follow-up Questions:

Can you provide specific metrics on partner satisfaction improvement?
What was your largest partner account growth, and how did you achieve it?
Describe a particularly challenging technical issue you resolved for a partner.
How did your strategic account planning contribute to overall business growth?
What was your most successful partner enablement initiative, and why?

What were the most significant challenges you faced in partner/customer success management and how did you handle them?

Areas to Cover:

Major obstacles in partner relationship management
Complex technical issues or product limitations
Balancing partner and end-customer needs
Adapting to changes in the IT industry or product offerings
Internal barriers to partner success

Possible Follow-up Questions:

How did you manage a partner relationship that was at risk?
What approach did you take when faced with a technical limitation that impacted partner success?
How did you navigate conflicts between partner expectations and company capabilities?
Can you describe a time when you had to quickly adapt to a major industry or product change?
What strategies did you use to gain internal support for partner initiatives?

Describe your approach to continuous learning and staying updated on IT trends and technologies.

Areas to Cover:

Methods for staying current with IT industry developments
Participation in professional development activities
Application of new knowledge to partner success strategies
Sharing of knowledge with partners and internal teams
Adaptability to evolving technical landscapes

Possible Follow-up Questions:

How do you prioritize which new technologies or trends to focus on?
Can you give an example of how you applied a new industry trend to improve partner success?
How have you helped partners adapt to significant changes in the IT landscape?
What resources do you find most valuable for continuous learning in this field?
How do you balance staying current with technology while managing day-to-day responsibilities?

Which job that you've had in the past does this Partner Customer Success Manager role remind you of the most?

Areas to Cover:

Similarities in partner/customer relationship management
Alignment of technical support and problem-solving experiences
Comparable strategic planning and execution responsibilities
Relevance of past industry knowledge to current IT landscape
Overlap in cross-functional collaboration and communication requirements

Possible Follow-up Questions:

What specific aspects of partner success management feel similar to you?
What challenges from that role might you anticipate in this position?
How would your approach to strategic account planning transfer to this role?
What skills from that experience would be most valuable in this Partner Customer Success Manager position?
How would you adapt your previous strategies to fit our partner ecosystem?

Interview Scorecard

Relevant Partner/Customer Success Experience

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

Partner Relationship Management

0: Not Enough Information Gathered to Evaluate
1: Struggles to build and maintain effective partner relationships
2: Basic ability to manage partner relationships with some success
3: Consistently develops and nurtures strong partner relationships
4: Exceptional at building strategic, long-lasting partner partnerships

Technical Acumen and Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Limited technical knowledge and problem-solving skills
2: Basic technical understanding with some ability to resolve issues
3: Strong technical acumen and effective problem-solving skills
4: Expert-level technical knowledge with innovative problem-solving abilities

Strategic Planning and Execution

0: Not Enough Information Gathered to Evaluate
1: Lacks strategic thinking and planning skills
2: Demonstrates basic strategic planning abilities
3: Develops and executes effective strategic plans for partner success
4: Creates innovative, high-impact strategic plans that drive exceptional results

Continuous Learning and Adaptability

0: Not Enough Information Gathered to Evaluate
1: Shows little interest in ongoing learning or adapting to change
2: Some effort to stay current but struggles with rapid changes
3: Actively pursues learning opportunities and adapts well to industry changes
4: Demonstrates exceptional commitment to learning and thrives in evolving environments

Goal: Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.

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

Goal: Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.

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

Goal: Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.

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

Goal: Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve Partner Certification Goal
2: Likely to Partially Achieve Partner Certification Goal
3: Likely to Achieve Partner Certification Goal
4: Likely to Exceed Partner Certification 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 Partner 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, particularly those related to partner management, technical problem-solving, and strategic planning.

Directions to Share with Candidate

"I'll be asking you about specific experiences from your past that relate to key competencies for this Partner Customer Success Manager 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

Tell me about a time when you had to develop and implement a strategic plan to improve a partner's performance or satisfaction. What was your approach, and what were the results? (Strategic Thinking, Relationship Management)

Areas to Cover:

Analysis of partner's business and needs
Development of long-term strategic plan
Implementation of plan and stakeholder management
Measurable outcomes and lessons learned
Adaptation of strategy based on results

Possible Follow-up Questions:

How did you identify the key areas for improvement in the partner's performance?
What challenges did you face during the implementation of your strategic plan?
How did you measure the success of your strategy?
How did you communicate the plan and progress to various stakeholders?
What would you do differently if faced with a similar situation in the future?

Describe a situation where you had to resolve a complex technical issue for a partner or customer. How did you approach the problem-solving process? (Technical Acumen, Problem-Solving)

Areas to Cover:

Initial assessment of the technical issue
Research and collaboration with technical teams
Communication with the partner throughout the process
Steps taken to resolve the issue
Long-term impact on the partner relationship

Possible Follow-up Questions:

How did you prioritize this issue among other ongoing responsibilities?
What resources or tools did you use to diagnose and solve the problem?
How did you explain the technical solution to non-technical stakeholders?
What steps did you take to prevent similar issues in the future?
How did this experience influence your approach to technical problem-solving?

Give me an example of a time when you had to manage multiple partner relationships with competing priorities. How did you handle it? (Relationship Management, Communication)

Areas to Cover:

Scope and complexity of partner relationships
Strategies for prioritizing and managing multiple demands
Communication methods with different partners
Balancing partner needs with company objectives
Outcomes and lessons learned

Possible Follow-up Questions:

How did you determine which partner needs to prioritize?
What tools or systems did you use to stay organized and manage multiple relationships?
How did you maintain clear communication with all partners during this time?
Can you describe a situation where you had to say no to a partner request?
How has this experience shaped your approach to partner relationship management?

Interview Scorecard

Strategic Thinking

0: Not Enough Information Gathered to Evaluate
1: Struggles to develop coherent strategies for partner success
2: Creates basic strategic plans with limited long-term vision
3: Develops comprehensive, effective strategies for partner growth
4: Crafts innovative, high-impact strategic plans that drive exceptional partner success

Relationship Management

0: Not Enough Information Gathered to Evaluate
1: Difficulty forming strong relationships with partners
2: Maintains adequate relationships with some partners
3: Consistently develops strong, multi-level partner relationships
4: Masterfully cultivates deep, lasting partnerships that drive mutual success

Technical Acumen

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of relevant technologies and their applications
2: Basic technical knowledge with some ability to support partners
3: Strong technical understanding, effectively supporting partner needs
4: Expert-level technical knowledge, proactively guiding partners through complex challenges

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Struggles to identify or resolve partner issues effectively
2: Solves basic partner problems with some guidance
3: Effectively resolves complex partner issues independently
4: Innovatively solves challenging problems, often preventing future issues

Communication

0: Not Enough Information Gathered to Evaluate
1: Difficulty conveying ideas clearly to partners and internal teams
2: Communicates adequately in most situations
3: Consistently communicates clearly and effectively across all levels
4: Exceptional communicator, adept at influencing and aligning diverse stakeholders

Goal: Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.

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

Goal: Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.

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

Goal: Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.

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

Goal: Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.

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

Overall Recommendation

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

👨‍💼 Executive Interview

Directions for the Interviewer

This interview further assesses the candidate's behavioral competencies from an executive perspective, focusing on high-level strategic thinking and leadership in partner customer success management. 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 that demonstrate the candidate's ability to operate at a strategic level in complex partner management environments.

Directions to Share with Candidate

"I'll be asking you about specific experiences from your past that relate to key competencies for this Partner Customer Success Manager role, with a focus on strategic thinking and leadership in complex partner management environments. 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

Tell me about a time when you identified a significant opportunity to improve your organization's partner program or strategy. How did you approach implementing this change? (Strategic Thinking, Problem-Solving)

Areas to Cover:

Identification of the opportunity for improvement
Analysis and research to support the proposed change
Development of implementation plan
Stakeholder management and change leadership
Measurable outcomes and long-term impact

Possible Follow-up Questions:

How did you build a business case for this change?
What resistance did you encounter, and how did you overcome it?
How did you measure the success of this initiative?
What unexpected challenges arose during implementation, and how did you address them?
How has this experience shaped your approach to driving strategic changes in partner programs?

Describe a situation where you had to navigate a complex negotiation or conflict resolution process with a key partner. What was your approach, and what was the outcome? (Relationship Management, Communication)

Areas to Cover:

Initial assessment of the conflict or negotiation stakes
Strategies for understanding partner's perspective and needs
Approach to finding mutually beneficial solutions
Communication techniques used during the process
Resolution and impact on the long-term partnership

Possible Follow-up Questions:

How did you prepare for this negotiation or conflict resolution process?
What techniques did you use to build trust during the process?
How did you balance the partner's needs with your organization's objectives?
Can you give an example of a compromise you had to make?
How did this experience influence your approach to partner relationship management?

Give me an example of how you've leveraged data and analytics to drive partner success and inform strategic decisions. What insights did you uncover, and how did you act on them? (Technical Acumen, Strategic Thinking)

Areas to Cover:

Types of data and analytics tools used
Process for identifying relevant metrics and KPIs
Methods for analyzing and interpreting data
Translation of insights into actionable strategies
Impact of data-driven decisions on partner success

Possible Follow-up Questions:

How did you determine which metrics were most important to track?
What challenges did you face in collecting or analyzing the data?
How did you communicate your findings to non-technical stakeholders?
Can you provide an example of a counterintuitive insight you discovered?
How has your approach to using data in partner success evolved over time?

Interview Scorecard

Strategic Thinking

0: Not Enough Information Gathered to Evaluate
1: Focuses primarily on short-term, tactical execution in partner management
2: Demonstrates some longer-term planning for partner success
3: Develops comprehensive strategies aligned with business goals and partner needs
4: Creates innovative, market-leading strategic approaches for partner success and growth

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Struggles to identify or address complex partner challenges
2: Resolves straightforward partner issues with some guidance
3: Effectively solves complex partner problems independently
4: Demonstrates exceptional ability to anticipate and creatively resolve partner challenges

Relationship Management

0: Not Enough Information Gathered to Evaluate
1: Difficulty managing complex partner relationships
2: Maintains adequate relationships with most partners
3: Consistently develops strong, mutually beneficial partner relationships
4: Masterfully cultivates and grows strategic partnerships, driving exceptional value

Communication

0: Not Enough Information Gathered to Evaluate
1: Struggles to articulate complex ideas or influence stakeholders
2: Communicates adequately in most partner and internal situations
3: Effectively communicates across all levels, adapting style as needed
4: Demonstrates outstanding communication skills, expertly influencing and aligning diverse stakeholders

Technical Acumen

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of technical aspects of partner success management
2: Basic technical knowledge with some ability to apply it strategically
3: Strong technical understanding, effectively applying it to drive partner success
4: Expert-level technical knowledge, leveraging it innovatively to create competitive advantages

Goal: Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.

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

Goal: Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.

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

Goal: Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.

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

Goal: Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.

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

Overall Recommendation

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

Debrief Meeting

Directions for Conducting the Debrief Meeting

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

Start the meeting by reviewing the requirements for the Partner Customer Success Manager role and the key competencies and goals to succeed.

The meeting leader should strive to create an environment where it is okay to express opinions about the candidate that differ from the consensus or the leadership's opinions.

Scores and interview notes are important data points but should not be the sole factor in making the final decision.

Any hiring team member should feel free to change their recommendation as they learn new information and reflect on what they've learned.

Questions to Guide the Debrief Meeting

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

Guidance: The meeting facilitator should initially present themselves as neutral and try not to sway the conversation before others have a chance to speak up.

Are there any additional comments about the Candidate?

Guidance: This is an opportunity for all the interviewers to share anything they learned that is important for the other interviewers to know.

Based on the candidate's experience and interview responses, how well-equipped are they to develop and implement strategic plans to improve partner performance and satisfaction?

Guidance: Discuss specific examples from the candidate's past performance and strategies they mentioned that indicate their ability to create effective partner success plans.

How confident are we in the candidate's ability to resolve complex technical issues for partners and their key customers?

Guidance: Consider the candidate's technical acumen, problem-solving skills, and examples they provided of successfully addressing technical challenges.

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

Guidance: Based on this discussion, you may decide to probe further on certain issues with the candidate or explore specific issues in the reference calls.

Has anyone changed their hire/no-hire recommendation?

Guidance: This is an opportunity for the interviewers to change their recommendation from the new information they learned in this meeting.

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

Guidance: Discuss whether engaging with the candidate about a different role would be worthwhile.

What are the next steps?

Guidance: If there is no consensus, follow the process for that situation (e.g., it is the hiring manager's decision). Further investigation may be needed before making the decision. If there is a consensus on hiring, reference checks could be the next step.

Reference Checks

Directions for Conducting Reference Checks

When conducting reference checks, aim to speak with former managers and colleagues who have directly worked with the candidate in a partner or customer success capacity. Explain that their feedback will be kept confidential and used to help make a hiring decision. Ask the same core questions to each reference for consistency, but feel free to ask follow-up questions based on their responses.

Remember that past performance is a strong indicator of future success. Try to gather specific, quantifiable information about the candidate's performance and ranking on previous teams when possible.

Questions for Reference Checks

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

Guidance:

Establish the context of the professional relationship
Determine the reference's ability to speak to the candidate's partner/customer success skills

Possible Follow-up Questions:

How closely did you work together on partner management initiatives?
Were you directly involved in overseeing their performance?

Can you describe [Candidate Name]'s primary responsibilities in their partner/customer success role?

Guidance:

Verify the candidate's claims about their previous role
Understand the scope and complexity of their partner management experience

Possible Follow-up Questions:

What was the typical size and complexity of partners they managed?
How many partners or key accounts were they responsible for?

How would you rate [Candidate Name]'s performance compared to their peers in similar roles?

Guidance:

Get specific metrics or rankings if possible
Understand their achievement of partner satisfaction and retention goals

Possible Follow-up Questions:

What was their average partner satisfaction score?
How did they rank in terms of partner retention or revenue growth?

Can you give an example of a particularly effective strategic plan that [Candidate Name] developed and implemented for a partner?

Guidance:

Assess the candidate's ability to create and execute partner success strategies
Understand their approach to aligning partner and company objectives

Possible Follow-up Questions:

What was the impact of this strategic plan on partner performance?
How did they measure the success of the strategy?

How would you describe [Candidate Name]'s approach to resolving complex technical issues for partners or customers?

Guidance:

Evaluate the candidate's technical acumen and problem-solving skills
Understand their ability to communicate technical concepts to various stakeholders

Possible Follow-up Questions:

Can you provide an example of a particularly challenging technical issue they resolved?
How did they collaborate with internal teams to address partner technical challenges?

On a scale of 1-10, how likely would you be to hire [Candidate Name] again if you had an appropriate partner/customer success role available? Why?

Guidance:

Get a clear, quantifiable measure of the reference's overall impression
Understand the reasoning behind their rating

Possible Follow-up Questions:

What would make you rate them higher?
In what type of partner success environment do you think they would thrive most?

Reference Check Scorecard

Verification of Role and Responsibilities

0: Not Enough Information Gathered to Evaluate
1: Significant discrepancies with candidate's claims
2: Some minor discrepancies
3: Mostly aligns with candidate's claims
4: Fully verifies and expands on candidate's claims

Partner Relationship Management

0: Not Enough Information Gathered to Evaluate
1: Struggled to build and maintain effective partner relationships
2: Maintained adequate relationships with some partners
3: Consistently developed strong partner relationships
4: Excelled at building deep, strategic partnerships

Strategic Planning and Execution

0: Not Enough Information Gathered to Evaluate
1: Rarely developed effective partner strategies
2: Created basic strategic plans with limited impact
3: Regularly developed and executed successful partner strategies
4: Consistently created innovative, high-impact strategic plans

Technical Acumen

0: Not Enough Information Gathered to Evaluate
1: Limited technical understanding of partner solutions
2: Basic technical knowledge with some ability to support partners
3: Strong technical understanding, effectively supporting partner needs
4: Expert-level technical knowledge, proactively guiding partners through complex challenges

Problem-Solving Skills

0: Not Enough Information Gathered to Evaluate
1: Struggled to identify or resolve partner issues effectively
2: Solved basic partner problems with some guidance
3: Effectively resolved complex partner issues independently
4: Excelled at anticipating and creatively solving challenging partner problems

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Difficulty conveying ideas clearly to partners and internal teams
2: Communicated adequately in most situations
3: Consistently communicated clearly and effectively across all levels
4: Exceptional communicator, adept at influencing and aligning diverse stakeholders

Continuous Learning and Adaptability

0: Not Enough Information Gathered to Evaluate
1: Showed little interest in ongoing learning or adapting to changes
2: Some effort to stay current but struggled with rapid changes
3: Actively pursued learning opportunities and adapted well to industry changes
4: Demonstrated exceptional commitment to learning and thrived in evolving environments

Overall Recommendation from Reference

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

Goal: Achieve a partner satisfaction score of 90% or higher through effective relationship management and issue resolution.

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: Drive partner-sourced revenue growth by 25% year-over-year through expansion opportunities and increased product adoption.

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: Reduce partner churn rate to less than 5% annually by proactively addressing concerns and demonstrating clear ROI.

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: Increase partner product expertise by ensuring 85% of partners complete advanced certification programs within six months of onboarding.

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

Frequently Asked Questions

How can I effectively assess a candidate's ability to manage partner relationships?

Look for specific examples of how the candidate has built and maintained successful partnerships in the past. Ask about their strategies for nurturing relationships, handling conflicts, and driving mutual value. The Partner Customer Success Manager Interview Questions page offers additional questions to assess relationship management skills.

What's the best way to evaluate technical acumen in a partner success role?

Focus on the candidate's ability to understand and articulate complex technical concepts, as well as their experience in translating technical features into business value for partners. Ask about specific technical challenges they've solved and how they stay current with industry trends. Our article on finding and hiring for grit among sales candidates provides insights that can be applied to assessing technical perseverance in partner success roles.

How do I gauge a candidate's strategic thinking skills?

Use questions that probe the candidate's ability to develop long-term partner strategies, analyze complex business situations, and align solutions with both partner and company objectives. The mock partner strategy meeting exercise is particularly useful for assessing strategic thinking. Our guide on how to identify top sales leaders in the interview process offers additional insights that can be applied to evaluating strategic thinking in partner success candidates.

What strategies can I use to assess problem-solving abilities?

Present candidates with complex partner scenarios and ask them to walk you through their problem-solving approach. Look for evidence of analytical thinking, creativity, and the ability to balance partner needs with company objectives. The behavioral competency interview section of this guide includes questions designed to assess problem-solving skills.

How can I determine if a candidate can effectively communicate with various stakeholders?

Pay attention to the candidate's communication style throughout the interview process. Look for clarity, adaptability, and the ability to tailor messages to different audiences. The mock partner strategy meeting is an excellent opportunity to assess their presentation and stakeholder communication skills. Our article on interviewing sellers for emotional intelligence provides insights that can be applied to assessing communication effectiveness in partner success roles.

What's the most effective way to conduct the mock partner strategy meeting?

Provide clear instructions and background information to the candidate in advance. During the exercise, pay attention to their strategic thinking, communication skills, and ability to align partner and company objectives. Use the scorecard to evaluate their performance objectively. Our guide on mastering role-playing interviews offers additional tips that can be adapted for partner success role-playing exercises.

How should I evaluate a candidate's data-driven decision-making skills?

Ask for examples of how they've used data to inform partner strategies or demonstrate ROI to partners. Look for their ability to interpret complex data sets and translate insights into actionable plans. The hiring manager interview section includes questions about measuring partner success that can help assess this skill.

What red flags should I look out for during the interview process?

Be cautious of candidates who can't provide specific examples of past partner successes, struggle to articulate their approach to partner management, or show a lack of preparation for the mock strategy meeting. Also, watch for signs of inflexibility, poor listening skills, or an inability to balance partner and company needs.

How can I use this guide to compare candidates consistently?

Use the scorecards provided for each interview stage to evaluate all candidates against the same criteria. Take detailed notes and complete the scorecards immediately after each interview. During the debrief meeting, focus on comparing candidates' scores and specific examples rather than general impressions. Our article on why you should use structured interviews when hiring explains the benefits of this approach.

What should I do if a candidate doesn't have direct partner success experience?

Focus on transferable skills such as relationship building, strategic thinking, and technical problem-solving. Look for evidence of success in similar roles, such as account management or customer success, and the ability to learn quickly. Consider their potential for growth and how their unique background might bring fresh perspectives to the role.