Insight
Customer Success capability scores split into two clear cohorts — a 50–60 pt group and a 80–90 pt group — with very few reps in the middle. This is not a normal distribution and points to a hiring or onboarding bifurcation, not a coaching ramp.
Why This Matters
- The middle of the distribution is hollow — coaching the median won't move the team
- The 50–60 cohort has been in role >12 months — not a ramp issue
- Hiring profile changed mid-2025; the gap aligns with that pivot
Evidence
- Histogram of 42 reps shows two peaks separated by ~25 pts
- Hire-date analysis: cohort A pre-2025-07, cohort B post-2025-07
Safety Status
- Aggregated team-level signal
- Min-N threshold: 7 (42 responses)
Recommended Action
Run a capability gap audit on the post-2025-07 cohort; consider targeted enablement before further hiring on the same profile.
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