Prepare for your Salesforce Customer Success interview

Enterprise account management cases and expansion strategy calibrated to Salesforce's high-touch CS model and multi-million dollar account growth.

Socratify AI

The Interview

What Salesforce is looking for

Account Expansion Interview

Enterprise Account Management

01Multi-tier Expansion & Upsell Strategy

02Executive Relationship Management

03Customer Outcome Alignment

04Cross-sell & Platform Adoption

Behavioral Interview

01Strategic Account Planning

02Relationship Building at Scale

03Executive Influence & Advocacy

04Revenue Impact Mindset

Enterprise account expansion and upsell//Executive relationship management//Multi-product ecosystem adoption

Practice Library

Salesforce exercises

Ready to ace your Salesforce CS interview?

Prepare for your Salesforce Customer Success interview

Enterprise account management cases and expansion strategy calibrated to Salesforce's high-touch CS model and multi-million dollar account growth.

Socratify AI

The Interview

What Salesforce is looking for

Account Expansion Interview

Enterprise Account Management

01Multi-tier Expansion & Upsell Strategy

02Executive Relationship Management

03Customer Outcome Alignment

04Cross-sell & Platform Adoption

Behavioral Interview

01Strategic Account Planning

02Relationship Building at Scale

03Executive Influence & Advocacy

04Revenue Impact Mindset

Enterprise account expansion and upsell//Executive relationship management//Multi-product ecosystem adoption

How It Works

Master Salesforce CS Interviews

Enterprise account expansion cases, scored on Salesforce's AE-partnered CS model and platform expansion approach. · Click to expand

1Your Customer Success Goals

Customer Retention & NRR

Practitioner

Expansion Revenue Strategy

Practitioner

2Customer Success Case Prep

A $5M Salesforce customer has 40% platform adoption but flat NRR. Design a 12-month...

CASE INTERVIEWHard

Salesforce

3Frameworks

Framework

Are customers activating and using the product?

Are customers reaching the aha moment?

Time to first activation: 18 days (benchmark: 7-10 days)

Day-30 active users: 62% of onboarded accounts (benchmark: 80%+)

Are customers using advanced features?

Core feature adoption: 71% of accounts (target: 85%)

Advanced feature penetration: 34% (down from 41% last year)

Are customers expanding into higher value tiers?

Is the upsell motion working?

Annual upsell rate: 18% of base (target: 24%)

Avg upsell value: $12K per account (down 8% YoY)

Are customers buying adjacent products?

Cross-sell penetration: 22% of core accounts (vs. 28% competitors)

Avg cross-sell ACV: $8K (target: $12K for expansion targets)

Are customers at risk of churn or reducing usage?

Is logo churn increasing?

Annual net logo churn: -2% (target: 0% or positive)

High-value accounts (>$50K ACV) churn: 4% (vs. 2% baseline)

Are customer health scores declining?

Accounts in "at-risk" segment: 18% (up from 12% last quarter)

NRR contribution from at-risk segment: 68% (down 12pp YoY)

4Feedback

Customer Outcomes & Adoption

Distinctive

Health Scoring & Risk Mitigation

Distinctive

Expansion & Upsell Strategy

Strong

Account Management & Relationships

Strong

Repeat

Practice Library

Salesforce exercises

A $5M Salesforce customer account has 40% of their organization on platform. Design an...

CASE INTERVIEWHard

Enterprise SaaS · Platform ExpansionSalesforce

Your executive sponsor at a $10M account is leaving. Renewal is in 3 months and the new...

CASE INTERVIEWHard

Enterprise SaaS · Account At-Risk RecoverySalesforce

Design a CS playbook for expanding a $2M account that has achieved 100% goal attainment...

LEARNMedium

Enterprise SaaS · Account Expansion PlaybookSalesforce

Tell me about a time you managed an executive relationship or navigated organizational...

BEHAVIORALMedium

Behavioral · Executive RelationshipSalesforce

Describe a situation where you had to balance customer success with challenging the...

BEHAVIORALHard

Behavioral · Customer AdvocacySalesforce