How should Customer Success leaders balance the skills within the team?

In this Episode

Focus more on strengths and let people do more of what they are good at. For people not great at something, try and bring someone else in that is really good at it. And then they can learn from the experts.

Transcription

Anshi

How should leaders balance the skills in the team? Because not every person can have all the skills that a CS role needs. So, how do they balance it across the team.

Niki Clarke

Yeah, good question. I always find that people excel more if you focus on their strengths.

Once you’ve identified the strengths, it’s kind of… elevating those people to kind of do those things that elevate those strengths more and trying to find that balance and like, ‘Hey, this person’s good at this, so let’s get them doing that more’.

Then you see people gradually learn without you kind of going, ‘Oh, you’re not really good at this. So, we’re just gonna take you off the project’. It’s more let’s bring someone in that can help you that’s really good at this. And then you can kind of see how, and they can lead the way.

Like I said, it would be an education forever if we had to try and make all our weaknesses our strengths.

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Our Guests

Niki Clarke Crossman

Niki Clarke-Crossman, an experienced CS strategist, entrepreneur, and podcaster, thrives in creating impactful customer success strategies, enhancing the customer journey, and achieving retention and growth through data-driven insights. With her expertise, she shares valuable knowledge on customer retention and loyalty programs as a podcast speaker.

Meet the Host

Prithwi Dasgupta

Co-founder, SmartKarrot

Join Prithwi Dasgupta in his pursuit of Customer Success for All as he tracks the paths of trailblazers and unlocks founder insights. The Customer Success Intelligence Podcast is meant to spark conversation and ignite the CS community.

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