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 expectationsThe Stabilizer - Managing the energy and temperature of difficult situationsThe Strategist - Planning ahead with account success plans, stakeholder mapping, and proactive risk mitigationThe Firefighter - Triaging escalations and stopping the bleeding when things go sidewaysThe Advocate - Balancing customer needs with company sustainabilityI 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 CSMHow to lead without a titleMark's Rule: "Proactive feels like overkill until reactive feels like drowning"Tools and tactics that actually move the needleResources:Download the companion checklist at ClearPathCX.com.

Ver todos los episodios