By Amber Oler
Let’s be honest, 2022 was rough. The Tech industry saw unprecedented layoffs, quotas were missed due to budget cuts across the board, and reorganizations are a hot topic coming into 2023. All of this means morale across the team may be low which directly impacts your team’s ability to pivot with these changes and embrace new goals.
The front lines are the ones feeling the brunt of this market swing. From lack of renewals and upsells to trying to drive adoption in companies who are short staffed and lacking budget, I promise you your team is feeling this more than you are as a leader and they are scared of what 2023 will bring.
So how does a leader motivate the team and drive results while in the storm?
Evaluate your team’s needs and the tools that support them. Identify the gaps and brainstorm with your team on how to fill those gaps and prioritize solutions with the resources you have today and the ones you need down the road. While those solutions may be out of scope for this budget cycle, having the conversation and knowing where to prioritize gives your employees a voice and keeps them aligned.
Share more wins. I get it, it’s hard when goals aren’t being met, when churn is rising, and when the product gap might be wider than hoped. But I promise you can find wins even if they aren’t in the core metrics. Call out the wins of your team members in a way that is personal, highlights their skills, and helps raise expectations across the team. Did Jessica just come up with a creative solution to help her customer ease pain? Did Tyler just onboard a customer without a delay and help pass valuable feedback to Product? Call them out!
Clear metrics and absolute transparency in where you are today. It doesn’t help anyone to be driving on a road they can’t see! If you are driving toward an increase in Net Retention you must be able to show your team where they are today, where they are each week, and where the delta is. Breaking down large goals into small goals and identifying the steps to get there is the responsibility of the leader, with the help of the team members. If you can’t see where your team is headed, how can they?
Share the why. Don’t expect your team to understand what the business impacts of meeting the goals are without being loud and clearly communicating those outcomes. Justin Smith hit the mark when he spoke about “It is easy to work together to clear up issues if people are aware that things are changing, but it requires clear and careful communication with your team” When your team understands the why behind the goal, their responsibility in meeting those goals, and how they can personally impact them, you will start to see them get creative and drive change across the organization.
Encourage a culture of open communication of all news, not just the good news. Nothing is worse than identifying problems that could have been solved early but weren’t due to fear. Your team needs to be able to come to you and ask for advice, share disappointments, and build a plan with guidance. They can only do that when you create a culture of open communication and the welcoming of mistakes. Fail fast, communicate, pivot, and plan to act.
Measure often and pivot quickly BUT be sure you have collected actionable data for your team. It’s frustrating for all when plans don’t go as expected; it’s even more frustrating when you change only for the sake of change without data driven direction. This means you have to implement the plan, identify measurable moments, and make decisions based on the data collected. This will allow your team to see the logic and reason behind the change and allow them to see how their actions are impacting the overall business success.
Have fun with your team! This doesn’t have to be expensive getaways or pricey team building. You can gain a lot of momentum with weekly afternoon happy hours, trivia with small prizes, or even sending out simple $5.00 Starbucks cards and asking everyone to share their fav drink. Remember that people who like each other want to support each other. You are reaching for team goals, they need to feel the team love. Please don’t forget your partners across the organization too, including Sales, Marketing, and Finance to build that much needed bond. Kristen goes deeper into this topic in her Cross-Functional Relationships course you can check out here.
1:1’s matter. This isn’t the time to cancel or move 1:1’s. This is the time to connect every single week and to commit to being a sounding board, mentor, and coach for your team members. These 1:1’s shouldn't be around completed tasks, they should be around the job to be done, what’s working and what’s not, and centered around the success of both their role and their future career goals.
Your employee needs a career path and a solid financial foundation. I see leaders who like to claim that no one wants to work these days. NOPE. People want to work, they just want to be compensated fairly, equally, and know their contributions impact their own future growth. Keep in mind that promotions aren’t the only way to grow; certifications, education, mentorship, or additional responsibilities are all ways to support employee fulfillment and growth.
Lastly, You have to ask questions and learn to follow your team. Great leaders are even better followers. I promise your team will be able to help you understand the gaps and needs of the business within their lanes of ownership if you ask. Don’t make the mistake of waiting for them to volunteer, it’s your job to dig, to listen, and to drive the solutions needed.
Remember, happy and motivated employees will do the impossible for you and your company. Be the leader they need, coach them through changes as they come, and be the advocate they deserve.
For more advice on how to plan for Change Management, communicate changes, and to stay aligned as a team, check out Mike’s previous blog post Don't Forget About Change Management, CS's Closest Relative!
The Success League is a customer success consulting firm that offers online training for both CS Leaders and CSMs, as well as consulting services. Please visit TheSuccessLeague.io for information on our full offerings.
AMBER OLER
Amber is a data-driven Customer Success Executive with a love for all things operations, team building, and process design. With more than a decade working in CS and CX, the 6 most recent years in leadership, she specializes in implementing scalable programs, increasing efficiency, and decreasing churn. Amber firmly believes fulfilled employees drive an excellent customer experience. She is passionate about solving problems, mentoring teams, and is powered by espresso.