# Recruiting Pack ## 1) Job Ad (ready to post) Title: Customer Success Manager (SMB) Location/Type: Remote (EU), Full-time About the company: B2B SaaS for HR tools used by SMEs; remote-first team in Europe. Role mission: Reduce churn and improve onboarding quality while driving upsell through strong customer relationships and measurable adoption outcomes. Responsibilities: - Own SMB customer onboarding from kickoff to activation - Run adoption check-ins and ensure customers realize value - Manage renewals and proactively address risk signals - Identify and execute upsell opportunities with existing customers - Coordinate closely with Support and Product on feedback and improvements Must-have requirements: - 2+ years in Customer Success or Account Management - Strong written communication skills - Experience working with SMB customers - CRM experience Nice-to-haves: - HR tech exposure - Experience building playbooks - German language What we offer: Not provided. How to apply: Not provided. ## 2) Interview Plan (process + stages) Stage 1: 30-min screening (fit, communication, motivation, basic CS experience). Stage 2: 60-min role interview (onboarding, retention, renewals, upsell approach; scenario questions). Stage 3: 45-min cross-functional interview (collaboration with Support/Product; process thinking). Decision criteria: Evidence of onboarding ownership, retention mindset, strong written communication, and practical upsell approach suitable for SMB. ## 3) Interview Questions (role-specific) Technical/Role skills: - Walk me through how you run an SMB onboarding from kickoff to activation. - How do you handle renewals when usage is declining? - How do you identify upsell opportunities without damaging trust? Problem solving: - A customer completes onboarding but adoption stalls. What do you do in week 1 and week 2? - A renewal is due in 30 days and support tickets increased. How do you triage? Collaboration/communication: - How do you communicate product feedback so it is actionable for Product? - Describe a time you aligned Support and CS during a customer issue. Motivation & values: - What does “great onboarding” mean to you? - Why this role and what do you want to improve in the next 12 months? ## 4) Candidate Scorecard (copy/paste) Scoring scale: 1–5 Criteria (with short descriptions): - Onboarding ownership: has run structured onboarding and can explain steps clearly - Retention mindset: proactively identifies risk signals and mitigation actions - Upsell approach: expands accounts ethically through value and timing - Communication: clear, concise, professional written and verbal communication - CRM discipline: uses CRM consistently for forecasting and follow-up - Cross-functional collaboration: works well with Support/Product to resolve issues Red flags: - Blames other teams or customers; lacks ownership - Cannot describe concrete onboarding steps or renewal actions - Pushy upsell mindset without value focus ## 5) Outreach Message (short, personalized) Hi there — we’re hiring a Customer Success Manager (SMB) for a remote-first B2B HR SaaS team in Europe. The mission is clear: improve onboarding quality, reduce churn, and drive upsell within our existing SMB customer base. If you’ve spent 2+ years in Customer Success or Account Management, enjoy working with SMBs, and communicate crisply in writing, this could be a strong fit. You’d own onboarding, adoption check-ins, renewals, and partner closely with Support and Product. Interested? Share your CV or LinkedIn and a short note on a customer success win you’re proud of. ## 6) Open Questions (max 3) 1) What we offer: Please provide key benefits (e.g., budget, equipment, vacation, learning, compensation range if desired). 2) How to apply: Please provide the application channel (email, ATS link, deadline).