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.

Starting as a Customer Success Manager can feel overwhelming. In this episode of ClearPath Conversations, Mark Bernardin lays out a practical 90-day roadmap to help new CSMs hit the ground running. Learn how to align with leadership, organize your customer portfolio, and deliver value in those first critical touchpoints that shape long-term success.

For a deeper dive on the topic, grab Mark’s book CSM Bootcamp: Your 90-Day Onboarding Manual - your complete playbook with templates, frameworks, and real-world guidance to master your first three months in the role.

ClearPath Conversations brings you inside the world of Customer Success with real-world lessons, strategies, and stories from the frontlines. Hosted by Mark Bernardin, author and “At-Risk Whisperer,” each episode explores practical ways to build stronger customer relationships, rescue at-risk accounts, and unlock growth. Whether you’re a new CSM or a seasoned leader, you’ll find clear, actionable guidance to help customers succeed and careers thrive.

Connect with Mark on LinkedIn at https://www.linkedin.com/in/markbernardin/.