“𝑻𝒉𝒆 𝒋𝒐𝒃 𝒐𝒇 𝒂 𝒄𝒐𝒂𝒄𝒉 𝒊𝒔 𝒇𝒂𝒓 𝒕𝒐𝒐 𝒄𝒐𝒎𝒑𝒍𝒊𝒄𝒂𝒕𝒆𝒅 𝒕𝒐 𝒆𝒏𝒕𝒓𝒖𝒔𝒕 𝒊𝒕 𝒕𝒐 𝒂 𝒈𝒖𝒚 𝒊𝒏 𝒔𝒉𝒐𝒓𝒕𝒔.”
This was Dave Cowen’s view, the former Player-Coach of the Boston Celtics in the 1978-1979 NBA season. Then he added:
" 𝑰𝒕 𝒘𝒂𝒔 𝒃𝒂𝒅 𝒊𝒅𝒆𝒂 𝒕𝒉𝒆𝒏 𝒂𝒏𝒅 𝒊𝒕’𝒔 𝒂 𝒃𝒂𝒅 𝒊𝒅𝒆𝒂 𝒏𝒐𝒘.”
When it comes to sports teams – this is a debatable topic; however, to what extent is this the reality of customer success leaders?
Do they simultaneously assume the same position, being a coach (a leader) and a player (CSM)?
This model got my attention many years back. Veteran players (not necessarily the best player on the team) took over and assumed the dual responsibility of managing the team while playing alongside the rest of the players.
I found many similarities between the Player-Coach situation and the CS leaders that balance team management and their desire or necessity to be “hands-on.”
I listed a few of my thoughts in the table below and highlighted a few conceptual similarities while there are other notable differences.
This post is a tribute to my favorite Player-Coach, Kenny Dalglish - a Liverpool FC legend.
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