As a leader in Customer Success, your time is a vacuum.
If you do not define Customer Success and how you will lead your team, expect this vacuum to suck up fires, issues, demands, and new projects. It is up to you, the leader, to define your objectives.
The 4 P's framework will give you clarity about on where to focus. When you create a map of your 4 P's and pick one or two things to focus on each month, then you will be in a position to tell your management team:
"This month, our #1 priority is People. The steps we are taking are x, y and z. We expect these actions to yield results of a, b and c."
Delivering answers like this puts you in a prominent position as a leader because you're not backpedaling with responses like "I'm just working on some… customer stuff." Because of the vacuum, when you give an answer like that, you're setting yourself up for failure.
You'll default to putting other people's needs before your own, which is one of the main ways Built to Serve can work against you.
So, take control of your environment and remember the following frameworks:
Both Alex and Nils scaled global teams, mastered their time, aligned their people to their strengths and achieved absolute autonomy.
You can achieve the same results, but you need to make a choice. Are you going to define your purpose… or let someone else define it for you?
If you need help, email us at success@glideconsultingllc.com and we'll set up a time to chat.
Our purpose at Glide Consulting is to invest in the growth of our clients, and we're glad we invested in you.