Framework For Hiring Top CS Talent
Over the course of my career as a software executive, I’ve been responsible for building and growing a number of customer success teams, often from scratch. However, like many leaders, I was never really taught a systematic approach to hiring and interviewing, and so I did what most hiring managers do, and relied on a combination of observing my peers, trial and error, as well as an (un)healthy dose of going with “gut instinct” — a combination I’ve often heard referred to as “voodoo hiring techniques”.
Whilst I had a pretty decent track record of hiring good people, my ability to hire a true A-player (that rare candidate that has a 90% or better chance of achieving the outcomes of the role that only 10% of prospective candidates could achieve) was pretty much in line with the industry norm of about 25%.
I realized that I needed to do much better.
I took a step back and looked at the top performers I’d managed in various different start-ups and I began to pick out certain characteristics they had in common.
Whilst they all had the right set of foundational customer success competencies, they all had very specific additional skills that were a perfect match for the problem we were trying to help our customer’s solve.
Join me in this On Deck exclusive session as I walk you through my findings and a framework that has helped me hire top customer success talent throughout my career.
Whilst I had a pretty decent track record of hiring good people, my ability to hire a true A-player (that rare candidate that has a 90% or better chance of achieving the outcomes of the role that only 10% of prospective candidates could achieve) was pretty much in line with the industry norm of about 25%.
I realized that I needed to do much better.
I took a step back and looked at the top performers I’d managed in various different start-ups and I began to pick out certain characteristics they had in common.
Whilst they all had the right set of foundational customer success competencies, they all had very specific additional skills that were a perfect match for the problem we were trying to help our customer’s solve.
Join me in this On Deck exclusive session as I walk you through my findings and a framework that has helped me hire top customer success talent throughout my career.