You just got handed a portfolio. Maybe it's your first one. Maybe it's a new book after a reorg. Maybe you're inheriting accounts from someone who just quit, and you have exactly zero context on what you're walking into.

Either way, you're staring at a spreadsheet with 15, 50, or 120 account names, ARR values, renewal dates, and absolutely nothing else. Your manager says, "Great. Let me know if you have any questions." Then they walk away.

Where do you even start?

In this episode, Mark breaks down exactly how to prioritize your accounts when you're handed a portfolio with no segmentation, no documentation, and no time to figure it out on your own. This is the framework he's used across multiple companies and portfolios worth millions in ARR to bring structure to chaos.

THE FIVE-STEP FRAMEWORK:

Step 1: Get the raw data in front of youPull together everything you can find: account names, ARR, renewal dates, contract terms, product usage, support tickets, sentiment scores, last touchpoint dates, and key stakeholders. If your company has a CS platform, use it. If not, build a spreadsheet. You can't prioritize what you can't see.

Step 2: Segment your portfolioTier your accounts based on ARR, strategic importance, risk level, relationship maturity, and complexity. Not all revenue is equal. Not all relationships are equal. Tier 1 accounts are high-touch strategic accounts. Tier 2 are standard medium-touch. Tier 3 are low-touch transactional. This isn't just about ARR - it's about where you need to focus.

Step 3: Identify your red flagsDo a fast risk assessment: no activity in 90+ days, declining usage, high support volume, executive turnover, renewals coming up with no recent check-in, or negative sentiment history. Your goal isn't to solve every problem on day one - it's to know where the problems are so you can plan instead of panic.

Step 4: Build your 30-60-90 day planFirst 30 days: Reach out to every Tier 1 account, identify your top at-risk accounts, and start building mitigation plans.

60 days: Have meaningful conversations with all Tier 1 and most Tier 2 accounts, get mitigation plans in flight, and start planning EBRs.

90 days: Feel confident in your portfolio, lock in your tiering, and have at least one success story to tell.

Step 5: Communicate your plan internallyShare your portfolio overview with your manager. Flag at-risk accounts for Sales. Create visibility for Support and Product. A simple email with your Tier 1 status, at-risk accounts, expansion opportunities, and blockers shows you're organized, strategic, and thinking ahead.

Mark shares the real story of inheriting Ernst & Young at Palo Alto Networks with zero documentation, using this exact framework to stabilize a high-risk account, and turning it into one of the strongest relationships in his portfolio within 90 days. Not because he was special, but because he was structured.

DOWNLOAD THE FREE COMPANION RESOURCES:Head to ClearPathCX.com and grab the Episode 4 toolkit:

• Portfolio Prioritization Worksheet
• 30-60-90 Day Planning Template
• Manager Update Email Template

Whether you're new to Customer Success or inheriting a book mid-year, this episode gives you a practical, battle-tested framework to stop reacting and start leading with structure.

Connect with Mark:LinkedIn: linkedin.com/in/markbernardinWebsite: ClearPathCX.com

This is ClearPath Conversations - where customer journeys find direction.

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/.