Good for those looking to grow their customer success team to 10-20 people

Individual Contributors

Management

Medium Customer Success Team

Senior Customer Success Manager

Customer Success Manager

Customer Success Associate

Customer Success Lead

Customer Success Director

VP of Customer Success

The ability to look for, understand and use the needs and constraints of the business in your work

Business Context

The ability to ensure that teams are protected and expectations are set correctly

Stakeholder Management

The ability to understand the needs of the business and ensure that your team can meet them

Hiring and Org Design

The ability to bring groups together and foster a happy and productive environment

Culture and Togetherness

The ability to develop the skillsets and abilities of your team

Developing Others

The ability to maintain quality, efficiency and establish trust in your ability

Team Leadership

The ability to move a deal forward, negotiate a price and close the sale.

Negotiating and Closing

The ability to develop and manage a relationship with a customer, using tools where appropriate

Developing the Relationship

The ability to share someone else's feelings or experiences by imagining what it would be like to be in that person's situation

Empathy & Humility

The ability to deal with problems based on conditions that really exist, rather than following fixed theories, ideas, or rules, and to adapt to suit different conditions

Objectivity & Adaptability

The ability to use your judgment to make decisions and do things without needing to be told what to do

Initiative

The ability to communicate well with those around you with sensitivity to timeliness, medium, brevity and tone

Medium Customer Success Team

Individual Contributors

Senior Customer Success Manager

Customer Success Manager

Customer Success Associate

Customer Success Lead

Management

Customer Success Director

VP of Customer Success

Skills in Medium Customer Success Team

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Medium Research Team

Small Research Team

Small Engineering Department