The Real Challenge of Hiring in Customer Success: Beyond Processes

Every time I think about expanding my Customer Success team, I realize that the best decisions don’t come from a perfect hiring process but from a human connection.

In our day-to-day, we manage QBRs, metrics, automations, and endless playbooks. But those moments when a client renews a contract or recommends us to others don’t happen because we followed a flawless script. They happen because someone on the team knew when to listen, when to support during uncomfortable moments, and when to step in with the right proposal.

Playbooks, yes. But as guides, not chains.

I’ve learned that processes bring order, but they don’t save us. When a client has 20 priorities on their plate, the last thing they need is a rigid checklist-driven QBR. What they need is to feel that the person on the other end understands their context. That they not only master the product but also understand the client’s business and timing.

In my teams, we always leave space for that flexibility. Knowing when to bring data to the table, when to pause on the roadmap, and when to simply listen. Customer Success is, above all, about being a true partner.

When I hire, I don’t look for the perfect CV. I look for soul.

In every interview, I look for signals of something much harder to teach: the ability to hold difficult conversations without losing empathy. The skill to navigate ambiguity without freezing. The genuine desire to see the client succeed, even if it means saying uncomfortable truths.

I’ve worked with very diverse profiles, and the ones who generate the most impact aren’t always the most technically brilliant, but the most human. Those who know when to pause, when to ask, and when to push.

The future of CS remains deeply human

Technology can automate tasks, but it can’t replace the trust built through strong client relationships. In the coming years, our differentiation won’t be who has the most sophisticated AI, but who can sustain real conversations in the middle of complexity.

My job as Director of Customer Success is to create the space where that human talent can thrive, even in an increasingly tech-driven and demanding environment. Processes matter, but they never replace people.