Leadership in Customer Success 🚀


Leading a team of customer success managers requires a combination of effective leadership skills, a deep understanding of customer success principles, and strong communication abilities. Here are some key steps to help you lead a team of customer success managers successfully:


Set clear goals and expectations: Start by defining the team's objectives and key performance indicators (KPIs or OKRs). Communicate these goals clearly to your team, ensuring everyone understands what is expected of them. We've seen it too often already that these are defined by the leadership team, but there is a disconnection or misunderstanding until it reaches the front-line CS team. If you want to improve something, make sure everyone knows what you're talking about in the first place.

Foster a customer-centric culture: Customer success is all about ensuring the satisfaction and growth of your customers. Encourage a customer-centric mindset among your team members and emphasise the importance of building strong relationships with clients. We can't say it often enough, how important it is to regularly talk to your customer base. In new industries like Web3 or Open Source, attrition and fluctuation is at a record high. You better not miss the latest news; the best source will always be close communication with your customer.

Jerome Lefebre Sr.CSM

Training and support

Ensure that your team has the necessary skills and knowledge to excel in their roles. Offer regular training sessions, mentorship opportunities, and resources to enhance their expertise. Support their professional growth and address any skill gaps through training initiatives. Foster peer-to-peer knowledge-sharing opportunities where they occur. It will help you scaling the team and keeping knowledge gaps at a minimum.

Encourage collaboration and knowledge sharing: Yes, we mentioned it above already, but we can't emphasise this often enough. Facilitate an environment where your team members can collaborate and learn from each other. Encourage regular team meetings, knowledge-sharing sessions, and cross-functional collaboration to foster a culture of continuous learning.

Empower decision-making: Give your team members the autonomy to make decisions and take ownership of their customer relationships. Provide guidance and support when needed, but allow them to exercise their judgment and problem-solving skills. This is an incredibly important step towards scaling the team. It will allow you to free your time while including and preparing the team towards future positions. Remember, modern leadership is all about growing together, rather than playing the boss.

Communicate effectively: Keep open lines of communication with your team members. Regularly check in on their progress, provide feedback, and address any concerns or challenges they may face. Encourage two-way communication to ensure everyone feels heard and valued. At the same time, we'd like to remind you that the line between regular check-ins and micromanagement can be very thin. Don't overdo it and amend it according to the teams' preference and performance.

Recognise and reward achievements: Acknowledge and celebrate the accomplishments of your team members. Recognise their efforts, both individually and as a team, through incentives, rewards, and public appreciation. This boosts morale and motivates them to continue delivering exceptional results.

Lead by example: Be a role model for your team. Demonstrate the qualities and behaviours you expect from them, such as professionalism, empathy, and a strong work ethic. Show genuine care for your team members' well-being and career growth. Remember, they need to know and feel that you're having their back at any given point in time.

Monitor performance and provide feedback: Regularly evaluate the performance of your team members against the established goals and KPIs. Provide constructive feedback and guidance to help them improve. Offer support and mentorship to help them overcome challenges and maximise their potential. Make sure that goals and KPIs are understood correctly during the onboarding process and confirm reception.

By diligently implementing these steps, you can proficiently steer your team of customer success managers, ensuring their utmost capability in delivering exceptional customer experiences and propelling business expansion. Concurrently, you take diligent measures to equip your team for forthcoming hurdles and adversities. This endeavour cultivates a perceptible disparity for your team, characterised by a well-defined and transparent career trajectory, thereby engendering gratitude for their unwavering allegiance and unwavering commitment to your enterprise.