Hire CSMs who save accounts.
Every CSM candidate says they’re customer-obsessed. Unfound hands them an angry customer, a missed SLA and a renewal at risk, and records how they handle it.
Rescue an at-risk account after a missed SLA.
The platform went down during the customer’s month-end close, the second SLA miss this quarter. Support has the incident data but is stretched; the account executive wants to protect the renewal. The customer wants answers today.
You were down for six hours during our month-end close. That’s the second SLA miss this quarter. Why should we renew?
What the rubric looks for.
Accountability
Owns what went wrong, with facts and a date.
Escalation management
Brings in the right people at the right moment.
Commercial judgment
Knows when a credit helps and when it hides the problem.
Communication
Keeps the customer informed before they have to ask.
Every score, with its moment.
An illustrative excerpt of the evidence report for this role. Every number links to the decision behind it.
Pulled the incident timeline from support before replying, and gave the customer a root cause and a fix date.
Offered a credit only after the fix was confirmed, and tied it to the renewal conversation.
Customer success hiring, explained.
What does a CSM simulation measure?
How a candidate handles the moments that decide renewals: owning a failure, managing an escalation, protecting the relationship without giving the store away. Every choice is scored against the same rubric and linked to the moment it happened.
Do candidates need to know our product?
No. The scenario gives them the context they need, the account history and the incident data. It tests judgment with a customer under pressure, not memorised product facts.
Can it reflect our customers and our SLAs?
The scenario is built from your role description, so the account, the stakes and the people involved reflect the job you’re hiring for.
