Skill, Will, or System? Diagnosing Underperformance in Customer Success

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

In this episode, we’re tackling one of the toughest challenges Customer Success leaders face: underperformance. When a team member isn’t meeting expectations, it can be hard to pinpoint the root cause. Is it a skill gap? A motivation issue? Or is the system itself setting them up for failure?

You’ll learn:
✔ How to diagnose whether the issue is skill, will, or system
✔ Why the traditional “skill and will” framework falls short in CS
✔ How to evaluate if your team’s underperformance is linked to organizational or process issues
✔ How to handle underperformance without jumping to conclusions or making assumptions

Whether you’re facing challenges with your team’s performance or you’re looking for tools to help guide those tough conversations, this episode provides a clear framework to help you lead with clarity, empathy, and intention.

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Until next time, keep driving success and speaking the language of revenue!