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- What was your company’s most recent annual revenue?
- What was your company’s average annual contract value per customer?
- What was your company’s uncapped wallet retention rate?
- What market do you primarily sell into?
- At your company, who is primarily responsible for supporting sales professionals on deals?
- At your company, who is primarily responsible for new customer training/onboarding?
- At your company, who is primarily responsible for driving usage/engagement/adoption?
- At your company, who is primarily responsible for inbound customer/technical support?
- At your company, who is primarily responsible for conducting value reviews with customers?
- At what frequency do you conduct value reviews?
- At your company, who is primarily responsible for executing renewal transactions?
- At your company, who is primarily responsible for upselling (expanding relationships with existing buyers)?
- At your company, who is primarily responsible for cross-selling (expanding relationships to new buyers at existing client organizations)?
- At your company, who is primarily responsible for capturing & creating case studies?
- At your company, who is primarily responsible for providing professional services?
- How frequently do your customer success professionals hold in-person meetings with clients?
- To whom does your head of customer success report?
- Which of the following do you use to assign accounts to customer success professionals?
- Which of the following do you use for customer success workload/capacity planning?
- On average, how many customer success individual contributors report to each first-line customer success people leader?
- Do you pair customer success professionals with specific AEs?
- How many years of prior work experience to you require for new customer success hires?
- On average, how many months does it take ramp a new CSM?
- Which criteria do you use to assess if a CSM is fully ramped?
- What is your average annual base salary for customer success professionals? (in dollars – ex: $60,000)
- What is your average annual variable/incentive compensation for customer success professionals? (in dollars – ex: $6,000)
- Which of the following components are explicitly included as metrics in your customer success compensation plan?
- Which tools do customer success professionals use for their workflow?
- Which modes of communication do you customer success professional use?