Case study examples
Hi everyone. I made it to the second round of an interview for a customer success manager role. I was previously a team lead of 8 CSM’s for a mental health start up. I was a founding CS member and helped build and scale our team. With zero experience in CS before. I was hired as an onboarding/coach. Lots of mess and learning. I was there for almost three year during huge growth. I was Eventually was laid off 18 months ago after a reduction in force. . This is the first interview/job I’m actually excited about as it’s in the same field my last job was in which is very niche. The hiring manager who I had my first call with will review the case study and if she likes it I’ll move forward to a “on site” 4 hour interview with different stakeholders to review.
I’ve never had to do a case study before.
I have ideas and plenty of examples , but as a hiring manager or interviewer can you share with me your favorite types of case studies, what got someone the job, or if you were someone who got the job - I’d love to hear how you went about it. Examples or being willing to share slides would be so appreciated. Not that I would ever copy, just to have a framework , template etc. for me my customers were therapists working with clients and implementing new therapeutic modalities into their practice . My background prior to this was as a clinical therapist which allowed me to really know how to best communicate and build relationships with our customers. . The new company is in the same field but it’s a SaaS/EHR product being sold to clinics, practices and clinicians (drs). Full service platform. which seems safer and easier than the previous company .
Basically I want to show this :
We grew rapidly → the customer base became much more diverse → activation alone wasn’t telling us enough about customer success or health → I identified recurring barriers through data + direct customer interactions → I helped develop interventions based on those barriers, including scalable education/enablement and improved escalation processes → worked across Medical/Product/Support/Community/etc. → measured impact → learned where CS could create value and where structural/company constraints required different solutions.
Background of last role : After sales handoff my job was onboarding training, activation, ongoing monitoring , retention. The constant battle (outside of product and UX issues, was the fact that “activation” meant our customer had to refer a human client to our medical team). This proved to be difficult as we scaled since we no longer just had the “ideal customer/champion” customers. We now had different segments of customers at differing levels of readiness. BUT sales and product and business dev didn’t account for this and just wanted to close. Metrics became the only thing leadership cared about, but underneath those metrics were deeper root causes. Not every account had the same needs and our product was really only built for 2 types of customers. Because we scaled from 800-2400 customers in less then 12 months this started to become a real revenue issue (a lot of churn and a lot of people not activating because of delays for various reasons some truly being that they had to wait for their human clients to be ready and some internal issues we had to worked on ). A few things that happened during this extreme growth was support ticket wait time was up to 1 week when it should have been within 24 hours. This was happening for at least 2-3. I helped create a new workflow within zendesk and using tags within slack so our support agents weren’t the only ones responsible - accounts that needed CS intervention or escalation were now handed off and we could delegate as needed. This improved time to response significantly and within a Few weeks we were back to less then 24 hours. This stayed as an SOP for the time I was there. I also created, implemented and facilitated live trainings and as we scaled live went to on demand which increased platform engagement and faster time to activation. I was at the early stages of helping build out customer segmentation , working on tiered models and help with pilot programs and a/b testing. Taking to leadership about needing insurance and credentialing (we did start to build and add this while I was there which helped )
I want to make sure I’m not long winded, I’m succinct , but also show the impact and value to the customer AND internal teams and show my creativity, relational skills and ability to literally figure it out as we go. Ability to look under the hood, communicate to leadership with not just feelings and ideas but metrics to help support the ideas (even when we didn’t have them yet or if they were skewed).
Instructions are :
you will participate in a case study. This exercise is designed to evaluate your analytical, relationship-management, and communication skills, which are essential for success in this role. Present a real customer success project from your professional experience that you personally led or played a significant role in, focusing on:
• Key metrics you identified and tracked (e.g., product adoption, retention/churn risk, expansion revenue, customer health score, etc.) Your approach to identifying risk or opportunity within the account. How you trained or enabled customers on your platform/software. Any other interventions you implemented and stakeholder management (customer stakeholders, internal cross-functional teams like Product/Implementation/Support). Quantifiable outcomes achieved (retention, expansion revenue, adoption gains, efficiency improvements)
Create a 15 to 20 minute presentation (in
PDF or slide format)
• Include practical examples and specific strategies that demonstrate your expertise
• Show your approach to stakeholder communication and management
• Highlight your methodology for tracking impact and business outcomes
• Demonstrate your technical fluency with the software/SaaS platform involved (and healthcare/EHR/RCM context if applicable)
Demonstrate your understanding of healthcare operations, practice workflows, and/or revenue cycle management
Prepare for an 8-10 minute Q&A session with the interview panel following your presentation
What We're Looking For:
Strategic thinking: Ability to identify high-impact opportunities to drive retention and growth within an account
Healthcare expertise: Understanding of practice operations, provider workflows, and/or revenue cycle management
Data-driven approach: Strong analytical skills with concrete examples of using metrics to drive decisions
Technology fluency: Experience troubleshooting, training users on, and leveraging a software platform to improve customer outcomes
Adaptability: Comfort navigating ambiguity and taking on work beyond a narrowly defined scope to get the job done
Consulting skills: Experience guiding stakeholders through change and performance improvement
Communication: Clear presentation of complex concepts to different audiences (technical, clinical, or business stakeholders)
Results orientation: Track record of delivering measurable business outcomes