5 Ways the CSM Role is Changing in 2026 (Beyond the Obvious Stuff)

CLICK PLAY TO HEAR THE 5 BIGGEST SHIFTS I’M SEEING IN THE CSM ROLE RIGHT NOW:

APPLE PODCASTS | SPOTIFY | AMAZON MUSIC | OTHER PLAYERS

Here’s what you can expect from this episode:

Everyone’s talking about how the CSM role is changing, but what are companies actually looking for in 2026?

I recently spent a couple of hours reading and analyzing 25 CSM job descriptions from 2025 and 2026 because, well, I’m curious, I love data, and this is kind of my job. And while there were some obvious changes, there were also some really interesting patterns that I don’t hear enough people talking about.

In this episode, I’m breaking down five of the biggest shifts I found, including how expectations around AI are changing, why being commercially independent is becoming more important at every level, how scaled CS is moving upmarket, and why customer value now means a whole lot more than product adoption. I’m also sharing two things I hear CSMs lead with all the time that might actually make you sound a little outdated.

Whether you’re actively job searching or happily employed, this episode will help you figure out which skills are becoming more valuable, what you should be highlighting on your resume and in interviews, and where you should be getting your hands dirty now to set yourself up for future growth. If you want to make sure you’re growing with the CSM role instead of getting left behind, hit play and let’s dive in.

Topics covered:

• Why AI is no longer a nice to have for CSMs and what companies expect instead
• How commercial independence is becoming more important at every level of the CSM role
• Why scaled customer success is moving upmarket and the experience you should start highlighting
• How customer value is shifting from product adoption to hard ROI and business outcomes
• The two CSM strengths that are quietly becoming less important and could make you sound outdated
• What to highlight on your resume and in interviews to stay competitive as the CSM role evolves 

When you’re ready, here’s how I can help you land a job in Customer Success despite all the competition:

• 1:1 Career Coaching Program – Get personalized support to land your first Customer Success role or finally step into your dream CS job.
• Free Training: Optimize Your Resume for Customer Success Jobs – Transform your resume so it gets noticed and starts bringing in consistent interviews.
• Free Training: Sell Yourself in Interviews – Learn exactly how to position yourself as the top candidate and walk into every CS interview with confidence.
• Free Training: Master Behavioral Interviews – Discover a proven method to answer every “tell me about a time” question and impress any interviewer. 

Connect with Carly:

• Connect with me on LinkedIn 
• Email me at [email protected]

Want more on this topic? Here’s your next listen:

• Episode 134: What to (And Not To) Say About AI in Your CS Interviews
• Tune in for Tips to Improve Your Resume Playlist
• Tune in to the Customer Success Job Interview Tips Playlist

More about Customer Success Career Coach:

Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join Carly and her guests as they spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – they’re diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, they’ve got the playbook for you. Every Wednesday, join Carly and her amazing guests as they dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar.