Hiring process templates

A structured Customer Success Manager hiring process built around retention scenarios and a mock QBR, for finding CSMs who own net revenue retention. **Why this works:** - Asking for book-of-business metrics up front separates revenue owners from friendly firefighters - Churn-save, onboarding, and renewal scenarios show how a candidate actually runs a book, not how they interview - A mock QBR is the CS equivalent of asking an engineer to write code instead of describing it - Sales, CS, and the hiring manager score against one shared rubric, so the warm-but-flat candidate can't slip through **Best for:** SaaS startups hiring a CSM to own renewals, NRR, and expansion for a defined book of accounts **Timeline:** ~2 weeks **Candidate effort:** 3-4 hours

Screening-focused process for support roles emphasizing written communication and scenario handling. **Why this works:** - Scenario responses reveal empathy and problem-solving - Written test matches actual job (support is mostly written) - Fast timeline respects candidates' time **Best for:** Customer support, success, community roles **Timeline:** ~1 week **Candidate effort:** 1-2 hours