Management and leadership are not the same thing. Management is about making the team effective at their jobs. Good managers ensure the team has everything they need to get their jobs done. They shield the team from the distractions that might come from others, while ensuring that each team member is given a chance to do their best work.
I’m not downplaying feedback from unhappy users. You certainly need to take their thoughts into consideration and observe how they use your application. But you need to treat your loudest users just like your quietest users. The squeaky wheel should not get all the grease.