Big Health (CA) Customer Success Manager Interview Questions
& Process

The recruiter wasn't very personable, but I moved forward because I knew she wasn't who I'd be working with and the opportunity seemed good. The hiring manager interview went well, and I advanced. The third round involved a presentation on a fake client. The parameters weren't specific and didn't make sense, and Big Health couldn't provide more guidance. This interview was supposed to be a chance to meet the team and see if I fit the culture, but the team members I met lacked personality and seemed to think they were smarter than they were. They focused on the fake client's feelings, despite not providing guidance. I handled the questions okay, but the department seemed disorganized and lacking direction. I wish I hadn't wasted my time after seeing the initial red flags with the recruiter. It wasn't the environment I wanted, so I declined the offer.

It was a good interview experience overall, especially since there's no dedicated recruitment team. Recruiting is handled by very busy people who still manage to respond within a good amount of time and make you feel valued during interviews done over phone, Skype, or in person. The interviews themselves are challenging, most involve a take-home assignment, but I think this shows how much they care about hiring the best people. If you genuinely enjoy the take-home assignments, it's probably a good sign the role and company are a fit. If you find yourself dreading it, maybe reconsider because the job will require your focus and time, and the interview process reflects that.

So for the Customer Success Manager role, the process kicks off with a recruiter call to chat about your background and why you're interested in Big Health. Next, there's a video call with a Customer Success Executive. This call is about 45 minutes and goes deeper into your background, your interest in Big Health, and the role itself. You'll both ask questions. Then comes a 45-minute role play where you'll lead a new customer kickoff meeting. A Customer Success Executive will play the customer, and the VP of Customer Success will watch. The meeting focuses on their main product, Sleepio. You won't get any prep materials besides access to a demo, so you have to come up with everything on the spot. Finally, there are about four 30-minute interviews with other Big Health team members. After that, they'll decide on an offer.