Our Head of Customer Success has a Kolbe score of 9-2-2-6 and is drowning because her seat on the Accountability Chart requires massive systemic follow-through to manage our enterprise client renewals. How do we restructure the seat to match her conative profile?

Question

Tyler Smith · Accepted Answer

A Kolbe score of 9-2-2-6 indicates a strong Fact Finder who needs deep data and details, but a low Follow Thru, meaning she naturally resists creating or adhering to rigid, repetitive processes. Expecting her to personally manage the highly structured, administrative checklist of enterprise client renewals is a recipe for burnout and failure.

To resolve this, you need to restructure the Customer Success function on your Accountability Chart. Do not try to change her conative wiring, because conation is innate and stable over time. Instead, split the Customer Success seat into two distinct roles.

Keep her in a modified Head of Customer Success seat where her high Fact Finder and implementer strengths are maximized. Her roles should focus on deep client diagnostics, strategic relationship management, complex problem-solving, and custom account planning.

Next, create a new seat on the Accountability Chart, such as Customer Success Operations or Account Coordinator, reporting directly to her. This new seat must be designed for someone with a high Follow Thru score, likely a 7 or above. The roles for this seat will include managing the renewal calendar, tracking contract compliance, maintaining client databases, and executing the systemic onboarding checklists.

By dividing the strategic, information-gathering tasks from the administrative, process-driven tasks, you leverage her natural conative strengths. This structural change keeps your superstar in a seat she GWCs while ensuring your enterprise renewals are managed with the precise operational discipline required for a clean exit.