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What to look for

• A specific example of an account they saved from churning, and how they did it
• Comfort reading account health signals (usage data, support volume, renewal timing) before a crisis
• Experience coaching or leading other CS reps, even informally
• Ability to push back internally (product, sales) on behalf of the customer when needed
• Clear, calm communication style under pressure — ask them to explain something technical simply

Interview questions worth asking

• Tell me about an account you thought would churn. What did you do, and what happened?
• Describe a time you had to deliver bad news to a customer. How did you handle it?
• How do you decide which accounts need proactive attention versus which are healthy?
• Tell me about a time you disagreed with sales or product on behalf of a customer.

Red flags

• Only describes reactive support work, no proactive account management
• Cannot name a single account they turned around or saved
• Speaks about customers as tickets to close rather than relationships to manage

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