With the hyper-growth of Customer Success we've rallied around the "Top Traits for a CSM". Now, let's get intentional about adding layers of leadership, not just management. Here is my submission for Top Traits of a Customer Success Leader.
The product-centric approach from the 1920’s focusing on creating products for “the customer” is outdated and we’ve entered a new era. Now, the pace of technological advances, globalization, deregulation, and the rising power of the consumers no longer afford us the simplicity of living in the vacuum of our products and has companies scrambling for "the answer".