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CSM Scorecard

Senior Level • 2 Key Traits

1

Customer Focus & Retention

Interview Question

"Tell me about a time a customer was at risk of churning. Walk me through your approach."

What to listen for

  • Root cause diagnosis
  • Customer involvement
  • Quantified risk (ARR)
  • Ownership

Green Flags

  • Asks about your NRR targets
  • Shares revenue-context examples
  • Met with CFO to review ROI
  • Built a 90-day adoption plan

Red Flags

  • Blames customers for churn
  • Can't give commercial conversation examples
  • Doesn't ask clarifying questions
2

Relationship Management

Interview Question

"How do you navigate a situation where your main point of contact leaves the company?"

What to listen for

  • Multi-threading
  • Relationship mapping
  • Executive alignment

Green Flags

  • Talks about multi-threading naturally
  • Has a systematic "new contact" playbook

Red Flags

  • Single-threaded reliance
  • Reactive response

Scoring Framework (1-5)

5 - ExceptionalFar exceeds expectations. Would bet on them.
4 - StrongClearly meets and exceeds. Few concerns.
3 - SolidMeets expectations. Normal ramp time.
2 - ConcernsSignificant gaps. Would need heavy coaching.
1 - PoorMajor red flags. Cannot do this role.

"Score each trait during the interview. Don't overthink it. You're comparing candidates, not seeking perfection."

Comparing Candidates

Lay scorecards side-by-side after interviewing 3-5 people. Don't just average scores. Weight traits by what matters most for your team's gaps.

Candidate A

Strong Customer Focus (5), Weak Commercial Mindset (2). Great relationships, might struggle with revenue.

Candidate B

All 4s, no 5s. A solid, reliable hire with consistent performance across traits.

Candidate C

Extreme spikes (Two 5s, Two 2s). Exceptional in some areas, but carries higher risk.

Common Hiring Mistakes

  • Hiring for experience, not competencies
  • Ignoring red flags ("everything else was great")
  • Not comparing candidates systematically

"A bad hire costs 6-12 months. Take the extra two weeks to find the right person."

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Includes all six roles, questions, flags, and scoring framework in one master CSV.

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