Customer Success Leadership
Measures the ability to lead retention, expansion, and trusted client partnerships — proving realised value, advising in the client's interest, keeping relationships multi-threaded, and reading early signals of client health. Built for customer-success and account leaders. Items are realistic post-sale situations where the passive or sales-first instinct risks churn. Scoring is keyed to the evidence: value realisation as the driver of retention, the trusted-advisor trust equation and low self-orientation (Maister), expansion earned by proven value, multithreading client relationships, and leading-versus-lagging churn indicators. Behavioural-tendency framing and equally-credible, misconception-anchored options make it resistant to guessing and faking. A stretch band raises the difficulty. Administration time: 22-30 minutes.
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