As the need for the Customer Success Manager (CSM) role increases, more companies are digging into best practices when filling this role. This is a process that does have some challenges; however, I feel these are good steps to help ensure you put the right person in place.
The “who” or what skill set is perhaps the most volatile area within Customer Success Managers. I believe the industry is normalizing on the concept of having CSMs with a blended background with the following skillsets: (We posted a deeper answer on quora on this topic)
This is hard to find and consequently it is important to weigh the various categories of Customer Success Manager skill set to match the complexity of your SaaS offering.
As you scale, this becomes more challenging given the above challenge and the fact that more people are involved in the hiring process. How to consistently qualify applicants and rate interviewees can be challenging with multiple inputs.
Missing out on hiring ideal candidates with a competitive offer & perfect timing.
Ideal candidate matrix (see graphic below)