Our Head of Customer Success is struggling because her seat includes both day-to-day client support and hitting aggressive upsell targets. Her Kolbe profile is a 7-3-3-6. How do we restructure this seat to match her strengths?

Question

Tyler Smith · Accepted Answer

Your Head of Customer Success is a high Fact Finder and a high Implementor. Her natural instinct is to solve problems, dive deep into technical issues, and provide structured support. She is not wired to push aggressive sales or initiate cold outreach.

By forcing her to handle both support and upsells, you are putting her in a position to fail. She is likely avoiding the sales activities because they go against her conative wiring, which is causing your upsell revenue to stall.

To fix this, you must split this seat on your Accountability Chart. Create two distinct seats: a Client Support seat and an Account Growth seat.

The Client Support seat is responsible for customer satisfaction, onboarding, and technical issue resolution. This seat perfectly matches her high Fact Finder strengths.

The Account Growth seat is responsible for renewals, expansions, and upsells. This seat requires a different conative profile, likely someone with a higher Quick Start who is energized by negotiating deals and initiating sales conversations.

By separating these functions, you allow your Head of Customer Success to excel in her zone of genius while ensuring your revenue targets are owned by someone wired to hit them. Do not force one person to wear conflicting hats.