Summary
Customer success (CS) practitioners must demonstrate competency in six key areas to succeed in the role. Mapping the required competencies for CS enables an unbiased assessment of each team member’s state of expertise. A systematic focus on competency requirements for CS practitioners ensures leaders can assess each team member objectively and provides a development path for the CS team to operate at a more strategic level. In this report, we introduce the Customer Success Competency Map, which defines basic, intermediate, and advanced competencies across six core CS disciplines.
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