How Good a Customer Success Leader Are You, Really?
Fifty questions across ten competencies and the four faces of a modern head of customer success — Retainer, Value Driver, Operator, Leader. Behavioral and scenario-based, not flattery. About 15 minutes. Built for the people who own retention and net revenue: keeping customers, driving the value that grows them, and building a scalable engine to do it.
What this assessment measures
10 competencies across the 4 faces of the Head of Customer Success role — Retainer, Value Driver, Operator, Leader — built on the Customer success: retention, value, scale, growth. Five questions each: scenarios, honest reads and forced choices designed to resist self-flattery.
Retainer
Retention, customer health and renewals — the floor.
- Retention & Churn Prevention — Best-in-class gross retention; churn prevented proactively; root causes attacked.
- Customer Health & Risk — Predictive, honest health signals; early, orchestrated intervention on risk.
- Renewals Execution — Proactive, predictable, accurately-forecast renewals anchored in delivered value.
Value Driver
Customer outcomes, expansion and advocacy.
- Customer Value & Outcomes — Drives business outcomes and fast time-to-value; proves ROI with data.
- Expansion & Net Revenue Retention — Proactively grows accounts; CS as a net-revenue growth engine, not a cost center.
- Voice of Customer & Advocacy — A closed-loop VoC program; a trusted channel to product; a deliberate advocacy engine.
Operator
A scalable CS engine and cross-functional alignment.
- CS Operations, Segmentation & Scale — A data-driven, segmented motion with digital/tech-touch; proven, evolving playbooks.
- Cross-Functional Partnership — One revenue team with sales; tight integration with product and support; a seamless lifecycle.
Leader
Building the team and CS as a growth strategy.
- Team & Talent — A strong bench; CSMs as trusted strategic advisors; right-sized, engaged and developing.
- CS Strategy & Exec Influence — CS as a core growth strategy; NRR/GRR drive board decisions; shapes product and GTM.
How the score reads
- Emerging (0–34) — Foundations forming — operating below a full CS-leadership mandate today.
- Developing (35–51) — Real strengths with clear, nameable gaps before a top customer-success seat.
- Established (52–67) — A solid, credible head of customer success across the four faces.
- Advanced (68–82) — A strong CS leader operating ahead of the role — board-grade.
- World-class (83–100) — A boardroom-grade CS leader — customers as a measurable engine of growth.
What you get
- An overall score out of 100 and a maturity level
- Your Head of Customer Success archetype — the honest read on how you lead today
- A 10-competency radar across the faces above
- What companies actually demand from Head of Customer Success hires, from real job postings, against your profile
- A personalized AI analysis and development roadmap, delivered by email with a print-ready PDF report
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