Abstract
This study explored leadership's role in enabling customer success managers (CSMs) within the cybersecurity industry. Leadership's ability to enable and empower CSMs is critical in driving performance, engagement, professional growth and organisational success. The study used a qualitative research methodology with a phenomenological strategy to explore the perspectives and experiences of CSMs and their leaders to understand their essence and subjective reality. The eleven (11) participants were purposively sampled. Semi-structured interviews were conducted to collect data, and the data was thematically analysed. The emerging themes revealed key leadership traits such as empathy, flexibility, and transparency as influencing the effectiveness of CSM enablement.
The key finding was that leadership's role in fostering enablement, collaboration, empowerment, and clear communication is essential for CSMs to stay enabled and achieve their full potential in their roles. This research highlighted the importance of personalised leadership approaches and continuous support to navigate challenges in a rapidly evolving cybersecurity landscape. It provided practical recommendations for enhancing leadership strategies that empower CSMs and contribute to organisational resilience and competitiveness.