We need to restructure our customer support division into a high-value customer success model to prepare the business for an exit, but we want to avoid layoffs and keep our existing team. How do we map this change on our Accountability Chart?

Question

Tyler Smith · Accepted Answer

To transition your team without triggering panic, you must separate the structure of the Accountability Chart from the people currently employed. Do not start by looking at your current team list. Instead, design the ideal customer success structure that a buyer would want to see. This structure should focus on proactive account management, retention metrics, and upsell opportunities.

Once you have designed the ideal Accountability Chart with the new seats and their five key roles, look at your existing support team members. Evaluate each person using the GWC tool against the new seats. You will likely find that some of your team members have the communication skills and proactive mindset to easily step into customer success seats.

For those who do not GWC the new proactive seats, look for other open seats within your organization. Some might be better suited for technical operations, product support, or even sales enablement. By mapping out the entire future structure first, you can have honest conversations with your team.

Explain the business goal of preparing for an exit and why the new structure is necessary. Show them the new Accountability Chart and walk them through the GWC process. When employees see a clear, structured plan, they feel more secure. They will understand that you are not trying to eliminate jobs, but rather aligning their unique strengths with the seats that will drive the company forward. If you still have people who do not fit any of the new seats, you must transition them out, but you will do so with clarity and respect.