You're joining Northbeam as a Senior Customer Success Manager. Northbeam builds contract-management software for mid-market and enterprise legal and procurement teams. You inherit a portfolio of 42 accounts, mostly $50K–$250K ARR.
Your VP of Customer Success flags one account first thing Monday morning: "Calder Logistics is 45 days from renewal and their health score just fell off a cliff. I need to know what's going on and what you're doing about it — but don't lose sight of the rest of your book while you're at it."
The account data:
| Account | ARR | Health Score (this Q vs. last Q) | Renewal Date | Signal |
|---|---|---|---|---|
| Calder Logistics | $210K | 41 (down from 82) | 45 days out | Champion (VP Operations) departed 5 weeks ago; no new primary contact assigned; 3 unresolved high-severity support tickets |
| Brightline Health | $95K | 58 (yellow, slowly declining) | 60 days out | Usage flat but trending down; no major trigger event |
| Ferro Manufacturing | $140K | 63 (yellow) | 50 days out | Has requested a pricing renegotiation ahead of renewal |
Portfolio-wide: Average health score across your 42 accounts fell from 74 to 68 quarter-over-quarter. Company-wide net revenue retention (NRR) dropped from 108% to 96% last quarter.
From Calder's most recent support ticket: "We haven't heard from anyone at Northbeam since [the champion] left — we're not sure who owns this relationship anymore."
From last quarter's CS team retro: Accounts that lose their champion without a documented transition plan churn at roughly 3x the base rate.
You have 45 minutes to diagnose Calder's risk and build a plan — for Calder and for how you're managing the rest of your book this week.
We expect you to use AI tools. We evaluate how you use them — not whether you use them. Evidence of iteration, redirection, and critical evaluation scores higher than a polished output with no process documentation.
The single highest-signal indicator: your video answer to the mandatory AI question. If you cannot name a specific moment where you redirected AI output, evaluators will assume you did not.
Mandatory AI question for your video: Walk me through one moment where you disagreed with, pushed back on, or redirected what the AI gave you — and what you did instead. Name the specific moment. Explain what the AI produced that didn't meet the bar, what you did differently, and why.
Video guidance for this role: Speak naturally and conversationally, as if you're briefing your VP of Customer Success directly. We're listening for the quality of your diagnostic and prioritization logic — not verbal polish.
Submission: Upload each deliverable as a separate file directly on the Provn platform: your Account Save & Portfolio Triage Plan, your README document (Sections A, B, and C), and your video walkthrough (MP4 or MOV).
Demonstrate the ability to diagnose the real driver of account risk from imperfect signals, not just the surface-level trigger
Show portfolio-level prioritization — triaging across multiple at-risk accounts, not fixating on the loudest one
Operate with commercial and business acumen: connect the renewal conversation to a quantifiable outcome, and make honest trade-offs about what CS can and cannot promise
Communicate a risk, a plan, and an escalation ask in terms a VP of Customer Success can act on
Show how you worked with AI to accelerate your process — including at least one moment where you redirected it
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