Client Success Manager

How To Prepare

On this page you'll find everything that will be covered on your skills test interview. Please read it carefully so that you can come prepared for the call.

What we'll cover

• Your experience in client-facing roles.
• Your experience with tech.
• The role-play below.
• Any questions that you have for us about the role.

The Role-Play

In this interview call, the first thing that we're going to do is a role-playing exercise. You are going to pretend that you are a Client Success Manager at StudioHub. You are going to run a client check-in call using the script below. We are going to pretend that we are a client that you have been assigned to.

Here's the scenario

• You've been assigned to Hervin, a dance studio owner who has been a client for 12 months.
• He doesn't know you yet.
• You've just booked a check-in call with him.

The script to follow

1. Introduce yourself.
2. Tell Hervin what the call is for, and that you'll check in every month.
3. Find out what he's struggling with.
4. Dig deeper into each struggle.
5. Summarize what he's struggling with, and show him you understand why it's frustrating.
6. Tell him you'll find the answer and get back to him.
7. Book the next call.

🎯 What we're looking for

First, we are looking to see if you can follow the script above.

We're looking to test your listening skills and your ability to dig and probe to find out what's really happening with the clients and why they feel the way they feel.

We're also looking to see how emotionally aware you are and how well you can summarize what the client is experiencing.

Bonus points if you can use something called “labels” to reflect back what the client is expressing. You can use ChatGPT to find out what labels are. You can also use AI in voice mode to practice using them.

We are also looking to see that you keep a positive attitude.

⛔ What we're not looking for

As people go through this role-playing exercise, the number one way they get it wrong is that they start trying to provide solutions.

In this exercise, we're not looking to test your marketing knowledge or your ability to provide solutions. You are not expected to know the answers to the problems the client is having.

So just stick to the script. Do not try to be impressive with your marketing knowledge.

✅ Before the call

Rehearse the script out loud at least once. Have your questions ready. Join five minutes early with your camera on.