I applied through a recruiter. The process took 1 week. I interviewed at Freshworks (Chennai) in Nov 2020
Interview
For every role there would be multiple rounds.
First-HR call-In this one they basically try to know about your previous experience and try to understand the individual and their fit for the role at hand.
Second Round-Interviewed by a CS Lead.
Deep dive into past experience focussing on customer handling,knowledge of Freshworks product suite and other common questions like why freshworks?
Third Round-Interviewed by a CS Regional Head.
Deep dive into past experience focussing on customer retention & client handling, questions based on mentioned skills.knowledge of Freshworks product suite, c;oud based technology,single sign-on application.
Only drawback- Didn't hear from them post the last round, waited for feedback also tried reaching out to the HR-assumed that I was rejected.
Interview questions [1]
Question 1
How did you impact client retention/sentiment change?
The interview process was smooth. I had timely updates from the HR and all the 4 rounds were completed within 2 weeks. The first round will be the lead of customer success where basic questions like why and what is CSM, previous job related questions will be asked. Then the next round shall be with the senior managers and might go upto the director level. There would be a round where you will be asked to demo the product. You dont have to be a product expert but they will definitely expect you to know the capabilities and business uses cases and how articulate and interactive you are with the customer.
Tips:
Know the fundamentals of a CSM first, even if you don't have previous experience as a CSM, how well you are able to relate the existing job to the traits of a CSM is important. Know about the proactive approach, QBRs, EBRs, Success plns, NET ARR and other technical words related to the CSM role.
All the best!!
Interview questions [1]
Question 1
1. As a CSM handling 100+ accounts, how will you prioritise which customers to focus?