Description

Most CSM job descriptions are a mess - half Sales, half Support, half Product Management, and somehow they still leave out what you actually do day-to-day.

In this episode, I break down the five real roles every strong CSM plays:

• The Translator - Bridging the gap between product, sales, support, and customer expectations
• The Stabilizer - Managing the energy and temperature of difficult situations
• The Strategist - Planning ahead with account success plans, stakeholder mapping, and proactive risk mitigation
• The Firefighter - Triaging escalations and stopping the bleeding when things go sideways
• The Advocate - Balancing customer needs with company sustainability

I also cover what you don't own (even though it feels like you do), the mindset shift from "helper" to "leader," and why the best CSM work is invisible - until it prevents a churn.

Whether you're new to Customer Success or 10 years in, this episode will help you identify gaps, prioritize your time, and stop reacting your way through the job.

Key Takeaways:

• The five core responsibilities of a high-performing CSM
• How to lead without a title
• Mark's Rule: "Proactive feels like overkill until reactive feels like drowning"
• Tools and tactics that actually move the needle

Resources:Download the companion checklist at ClearPathCX.com.