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      Customer Success Manager Interview

      7 Mar 2017
      Anonymous interview candidate
      Toronto
      No offer
      Negative experience
      Average interview

      Application

      I applied online. The process took 1 week. I interviewed at Canopy Labs (Toronto) in Feb 2017

      Interview

      A word to management: your interview process instantly gave me a negative impression of your company, even before you turned me down. You need to keep in mind that applicants are also interviewing you and your approach to the process is not one that everyone will find appealing. Before I describe the process, it's important to note that I didn't make it past the first round, I believe there are three rounds in total. It's also important to note that I have a pending offer from a direct competitor that is significantly larger - I was clearly not a good fit, but I am not simply a poor applicant, I assure you. Here's how it went: I applied online and was replied to by the CEO within a few hours on the same day, this was great. What wasn't great was that I was replied to in about 10 words with an attachment that proposed that I complete a relatively large case for a fictional customer. I would have appreciated the opportunity to speak with a manager from the company before I was handed this project so that I could have at the very least gotten a more thorough understanding of the culture and expectations. Further, when someone decides to join a startup, it can be easily understood that they may be interested in learning about the long-term vision of the company, the high-level financial outlook and the opportunities for growth. Instead, I was just told to get to work. My finished deliverable ended up being about 1300 words and took me several hours to complete. I also found the project itself to be unusual considering the position that I applied for, but that's simply a matter of opinion. What isn't a matter of opinion is that the boundaries of the role play are unclear in the case's explanation. I recommend that you say something more direct such as "from this point forward, any communication you have with Canopy Labs should be assumed to be a communication with the fictional customer that you are working for". Thanks for the opportunity, but I would never recommend that a friend apply to your company.

      Interview questions [1]

      Question 1

      The case requested that I write 3 marketing interventions for a fictional client that the VP of the buyer's company could send out to his employees. I also needed to craft an email to the Canopy Labs CEO as if he were the customer that I was sending the project to including next steps for a software kickoff.
      Answer question
      2
      avatar
      Canopy Labs response
      9y
      Thank you for your feedback and sorry to hear you're not a fan of our interview approach. Over the last year, we've interviewed hundreds of Customer Success professionals. We've found that the concept of "customer success" differs greatly by company, industry, and product area. We use a roleplay-oriented, case-based approach specifically to show people what the role would entail at Canopy Labs. It's a shame you didn't like the process, though that means you probably wouldn't enjoy the role here either, as it mirrors the day-to-day responsibilities of a Customer Success Manager. We've designed this process to ensure that the largest number of qualified candidates get interviewed, and that they are able to see what the role entails through the roleplay itself. That being said, I'm glad to hear you have an offer elsewhere, and wish you the best of luck in your career!

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