Our client success team is drowning because they are trying to upsell existing clients while also troubleshooting daily software bugs. We need to split this into two seats, but the team is resisting because they feel they will lose client relationships. How do we cleanly divide these responsibilities?

Question

Tyler Smith · Accepted Answer

This is a classic structure before people issue. Your team is holding onto a combined seat because of emotional attachment to client relationships, but the current setup is causing burnout and poor performance. Upselling and bug troubleshooting require entirely different mindsets and skill sets.

Start by designing the ideal Accountability Chart for your organization's future growth. Create two distinct seats: a Client Success seat focused on retention, account growth, and relationship building, and a Technical Support seat focused on ticket resolution, speed, and product feedback.

Define the roles and scorecard metrics for both seats. This visual clarity helps the team see that splitting the roles will actually allow them to serve clients better, not worse.

Next, run your team members through the GWC™ filter for both seats. Some will naturally align with the relationship-driven Client Success seat, while others will excel in the technical, problem-solving Technical Support seat.

Address their anxiety openly in your Level 10 Meetings™. Explain that this split allows everyone to focus on their unique abilities, reducing stress and improving the overall client experience. By separating the seats, you build a scalable structure that prospective buyers will find highly attractive.