ON TODAY'S EPISODE:
Scaling your Customer Success team can feel like walking a tightrope between maintaining control and empowering your team. In this illuminating episode, Johan and Lincoln address the challenges and solutions involved in scaling Customer Success teams without losing that personal touch.
THIS WEEK'S QUESTION:
"As head of CS I have always been very integrated with my small team and could see the progress we made with customers. As we are now growing, I feel I’m losing touch with my team and my customers. Do you have any advice for me?”
TOPICS BEING ADDRESSED:
- Identifying and working with customer life cycle stages for effective scaling
- The role of capacity planning and metrics in Customer Success management
- How leadership, management, and coaching harmonize for successful scaling
QUOTES:
Lincoln Murphy (05:42): "Confidence and competence: The twin engines of scaling customer success."
Johan Nilsson (12:31): "You're not just a manager, you're a coach. There's a difference."
Lincoln Murphy (16:08): "Uncovering gaps isn't failure; it's the roadmap to success."
Lincoln Murphy (20:47): "If you're the bottleneck, your business can't breathe."
Johan Nilsson (27:05): "Leadership isn't about control, it's about empowering control in others."
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
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