We want to double our client capacity next year by training our customer success managers on AI triage tools instead of hiring more CSMs. However, our people are resisting because they feel they lack the technical capability to manage these systems. How do we use GWC™ to assess if we have the right people in these seats?

Question

Tyler Smith · Accepted Answer

When you change the tools required to do a job, you change the seat itself. You must evaluate your current customer success team using the GWC™ tool: do they Get it, Want it, and have the Capacity to do it?

First, define what the new seat looks like. It is no longer just about client relationships; it is about managing an AI-driven triage workflow. Do your current CSMs truly understand how the new system functions? If they cannot grasp the operational flow, they do not Get it.

Second, look at whether they Want it. If a CSM is fighting the implementation because they prefer manual, slow client interaction, they do not Want the new seat. You cannot force someone to want a role that has fundamentally changed.

Third, assess Capacity. This includes mental, emotional, and physical capacity. Some team members can learn new tech, while others will hit a cognitive wall.

If your current team members do not GWC™ the redesigned seats, you have a People Issue. You must either coach them up, move them to other seats where their relational skills shine, or replace them with people who can thrive in an AI-assisted environment.