This is the ultimate new manager’s cheatsheet

Have you been promoted to your first leadership position? Congrats!

The first foray into leadership is always a pivotal moment in anyone’s career, a culmination of years of hard work and dedication.?

For a short time, it can feel like the conclusion of your journey; you sit back and think, “I made it!” However, like most of life’s new milestones, all too quickly, it becomes the beginning of a brand-new journey – often within a very short timeframe.

This new journey is often unlike anything you’ve seen before, a unique position with peculiar challenges requiring a significant mindset shift. Navigating the transition to a management role can be overwhelming initially, but it's also an exciting opportunity for personal and professional growth.?

The new leadership paradigm?

The first of these challenges, usually arising within a few weeks, is to understand how to fit between two lines of reporting.?

The transition to a leadership role brings about a significant shift in perspective. You'll find yourself navigating a new paradigm, juggling the dual crucial necessities of keeping your team motivated, engaged, and high-performing while also ensuring you accurately translate and implement instructions from your own manager, for which you are now accountable.

The importance of middle management

It’s crucial to recognize and embrace the new dynamic (seems obvious, right?) and adapt to the new situation. A new manager can sometimes feel sidelined by their teammates, who are often former peers.?

Now, the new manager finds themselves as the new conduit for requests and demands towards senior leadership, having to trickle down instructions from top management. It sometimes feels like sitting between two chairs without belonging anywhere.?

Never forget that mid-management leaders are critical elements in an organization; not only are they subject matter experts with an intimate knowledge of both their colleagues and the product, but if they’re able to smoothly navigate the various communication channels, they’re ideally positioned to understand how to translate a strategy into an operational reality.?

As such, anyone in middle management has an important role. This unique position affords many advantages, which, if properly leveraged, can significantly contribute to their success.

Transitioning into a new management role

So, how can you comfortably transition to your new role?

Avoid repeating past mistakes

A word of advice: do not force things! Instead of going to painstaking lengths to live up to your version of the perfect manager, you should instead focus on avoiding any missteps and undesirable behaviors you experienced from previous leaders.?

Life lessons aren’t solely learned from our favorite managers; bad leaders can also teach us precious lessons! Remember these managers and ensure you don’t follow in their footsteps.

Essential characteristics of good leaders

If you still feel like you need some basic guidelines, here are some straightforward pearls of wisdom:

1. Stay true to yourself
2. Be empathic, reliable, and pragmatic.?

These are essential characteristics for a manager and advice you’ll have undoubtedly heard before. Let’s put them into practice.

Be available and reliable

First of all, you must always make time for your teammates. One-to-one meetings with your direct reports are never optional. While unforeseen circumstances can crop up, you should always endeavor to reschedule a one-to-one at the earliest convenience, never canceling them outright. Your team is your most important concern.?

My advice? Practice active listening, maintain transparency, and always put your mouth where your money is. When you tell direct reports you'll "check with HR, product or sales and get back to them," note it down, follow up within hours, and provide that timely feedback. It's all too easy to get sidetracked and forget we're all human. But even a minor lapse on your part could be a big deal to someone who has placed their trust in you to advance their requests.

Be prepared

Take decisive action and execute swiftly – don't delay. Always strive to be well-prepared by leveraging your unique viewpoint. You understand the dichotomy of the workplace and be the bridge between those on the frontlines and leadership expectations. You can foresee potential scenarios that may or may not play out, so have contingency plans ready for the most likely ones.?

Encourage a collaborative approach – though you may know the right solution, a good manager should initiate an open discussion. Listen to your colleagues' innovative ideas and input before providing your perspective. Problem-solving is teamwork.

Building and nurturing your team

On top of finding your authentic leadership style (as if “finding your own style” wasn’t hard enough!), you must also build and nurture your team, whether you’ve been blessed with a well-oiled machine or somewhat cursed with a lacklustre group.

Identifying top performers

Identify your top performers first –?they'll be your benchmarks for elevating the rest.?

Personally speaking, I wouldn't recommend being too data-driven here; metrics like tickets solved or CSAT never quite tell the full story. Instead, I suggest pinpointing those colleagues who make your life easier through ownership, critical thinking, and being your go-to for major projects or complicated issues.

These stellar teammates don't hide issues but don't indiscriminately dump problems either. They’re the first person you think about when you have to dispatch this “big project” or this “complicated customer.” They excel in ownership and proactively manage escalations, or avoid them altogether. They follow processes while openly suggesting improvements, rather than going rogue. You can trust their organization, reliability, and consistency in looping back.?

Once identified, empower and value these model performers to proliferate their best practices team-wide.

Develop a clear, strategic plan

Middle management is often discarded and pigeonholed as merely the "tactical" side of business operations, while senior leadership handles "strategy." Regardless of whether this divide exists in your organization, it's critical to have a well-defined plan for the path forward. You need to foresee potential scenarios, forecast challenges, and devise contingencies to help steer your team in the intended direction.

However, ensuring your plan's clarity is just as vital as formulating it. Ask your team probing questions to verify if they can articulate the strategy in their own words. We can sometimes convince ourselves everything is straightforward after spending weeks crafting a plan. But often, your colleagues are seeing it for the first time and may not understand it as naturally as you, its creator, do.

Repetition and refinement are usually required before the plan fully resonates and gains team-wide adoption. But don't make assumptions; have an open dialogue and reiterate when needed.

Ultimately, your strategy must be comprehensively understood across your entire team. Should one of your team members be asked what next quarter’s strategy is in an impromptu conversation like a coffee break, each member should be able to clearly explain when asked. Achieving this level of cohesive understanding is paramount.

Build your network and find a mentor

While you have your team and a direct line manager, it’s important to ensure you don’t become siloed. Remember, there are other teams and managers around you in your organization, so proactively network with them; have regular check-ins to stay in the loop. You can't address unknown blindspots if you stay in your own bubble, remaining insular. Mingle cross-functionally to gain visibility into happenings across the organization.

This internal networking provides the added benefit of sourcing prospective mentors. You might be lucky enough to have a line manager who’s also an exceptional mentor; if so, that’s great! However, if that’s not the case, don't hesitate to find someone whose guidance resonates with you. The most valuable mentors are those already a few steps ahead on their leadership journey, who can share hard-won wisdom from those experiences you're just beginning.

Leadership in a nutshell

Continually sharpen your organizational knowledge. Understand the dynamics and undercurrents beyond your immediate surroundings.?

As you expand your perspective through mentorship, you'll discover profound personal growth from venturing outside your comfort zones for a sustained period. Although stressful at times, trust that this challenging process facilitates invaluable professional development.

What did you miss?

???? This week, we wrapped up another fantastic event in Sydney, and we hope everyone enjoyed the CS Festival! But the excitement continues. We’re back in just a few weeks with an exclusive meetup hosted by one of our speakers, @Akash Singh.

Save the date and join Customer Success Collective for an after-work meetup in Sydney on November 28 at 6 pm AEST. ??

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The nominations for the Customer Success Collective Awards are now closed. Next week, we’ll be announcing the shortlisted candidates so keep an eye out for our channels ?? ??

Customer Success Summit returns to Austin, February 11 & 12.

Save $200 on your pass by registering by midnight, December 16.

Take a brochure for all the key details.

??Did you miss the webinar this week? You can still get OnDemand access for the ‘’Make your customer touchpoints meaningful with data’’ webinar!?

What’s coming up?

We’re excited to announce two new virtual meetups hosted by our amazing ambassador Danielle Martin: ????CSC Virtual: CS holiday prep without the panic | December 17 ?? CSC Virtual: New Year, new CS goals | January 28

Happening next week, don’t miss out:

?? Live training: Transform your customer success skillset with one day of training | November 12

Join Matt Strait, Customer Success Manager at Stripe | Register here!

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??? New YouTube alert!

This is the way to build an 11/10 customer success team

What makes a customer success team an 11/10? How do you continue to improve your practices, team members, and strategies without losing steam?

Mark Higginson, EVP, Customer Success at SixFifty sits down with Vish Walia? to discuss how to begin to approach this to build your team to a phenomenal 11/10

Watch the episode here!

See you all next week! ??