As customer success becomes more critical to a company’s success, the role is becoming increasingly complex. With customers who are smarter than ever and platforms that keep getting better at meeting their needs, CS leaders face an overwhelming number of questions on a daily basis.

CS Leaders must also have the right temperament to work with customers and develop specific skills that are not necessary in other disciplines.

To ensure the best customer experience possible, customer success managers and leaders should develop the following critical skills:

Problem-Solving and Resolution

Customer success is a challenging position, and the number one skill of successful customer success leaders are problem solving skills. There is always an issue during every phase of the customer lifecycle.

The ability to identify, analyze, and resolve customer issues is not easy for anyone; as such, the best customer success managers have honed these skills over time.

The result of this skill is trust and a larger customer account.

Establishing Goals

When expectations set correctly, customers have a good experience and feel like they got what they were promised. When expectations are not communicated properly, it can result in a poor brand and customer experience. In the best of worlds, this would not be an issue because marketing and sales did their jobs to set proper customer expectations at the start.

Customer success managers often find themselves having to set expectations for a customer when stakes are high.

Customer success managers need to have excellent communication skills.

Listening and Seeking to Understand

Successful customer success leaders understand the importance of establishing a deep connection with their customers. By listening to them and understanding what they want, you can begin developing strong relationships; without these skills, your customers will lose faith in you.

It’s important to listen and understand the customer’s needs before offering a solution, as you want them to succeed.

Level head

Customer success leaders are used to working under pressure, but they always know how to keep their heads when the stakes are high.

To provide a seamless customer experience, customers rely on their CSM to smooth the onboarding process and be an ongoing supporter.

No matter what, make sure you’re always calm. It doesn’t matter how bad it gets, CSMs should never be the ones exploding – even if they want to. Keeping a level head is essential, and cannot be overrated.

Data Integration

Customer data should be at the forefront of a customer success leader’s day-to-day job.

Having a good grasp on data security, customer relationships, and how the process works are all behaviors that would make someone a great CS Leader.

Providing detailed reports to our customers about how their information is being used will help them feel more comfortable and trust us.

Solution Knowledge

All customer service leaders are expected to know the company’s product, hardware, and software. The knowledge will enable them to easily answer any questions that come up and allow the CS leader to speak the user’s language when talking about features and benefits with customers

When it comes to selling products and services, customers who already plan to invest in your product don’t want another pitch. They want a salesperson who can talk on an individual level about the benefits of this partnership.


Empathy is another skill that CS leaders must have, but it’s sometimes considered the most important. CS Leaders should be able to read customers based on their input as well as how they are feeling about certain milestones and functionalities.

When managing a customer-focused business, it’s important to consider feelings and understand what sets a great CS leader apart from the others. This empathy can be key in acquiring customers – understanding them is crucial in creating good relationships.


Grit is an important trait of customer success managers. They never give up and they do whatever it takes to make their customers successful.


Successful customer service leaders identify skills needed to drive long-term success for their customers. They learn these skills, train employees in them and try to hire those who already have the skill set. The right mix of talent – grit and attitude as well as a good work ethic – are qualities common among top teams in the world.