85% of CSM Turnover is Preventable (Here's the Data)
Jan 20, 2026
CLICK PLAY TO HEAR WHY 85% OF CSM TURNOVER IS PREVENTABLE (AND WHAT THE DATA FINALLY REVEALS):
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Here’s what you can expect from this episode:
What if I told you that 85% of CSM turnover is completely preventable — and most leaders are focusing on the wrong problems? If you’ve ever felt blindsided when a top-performing CSM hands in their notice, this episode is for you. I’ve lived this moment as a CS leader, and after analyzing real data from the field, I can confidently say what’s driving CSM turnover in 2025 is probably not what you think.
In this episode, I break down insights from 1,474 Customer Success professionals who told us exactly why they’re job hunting. Spoiler alert: it’s not layoffs, not return-to-office mandates, and not even pay — at least not primarily. I walk through the two biggest patterns showing up again and again behind CSM turnover, and why most exits are happening for reasons leaders actually can control. This is part one of a two-part series, and today we’re starting with the data that every CS leader needs to see.
We dig deep into what “professional dissatisfaction” really means and why growth and impact ( not perks or flexibility) are the true make-or-break factors. I unpack the three types of CSMs who leave for growth reasons, what they’re really asking for, and why well-intentioned teams still lose their best people. If you’ve ever thought “they just want more money” or “there’s nothing we can do,” this episode will challenge that assumption in a big way.
By the end of this episode, you’ll have clarity on what’s normal, what’s fixable, and where your blind spots might be, whether you manage a CS team or you’re a CSM quietly feeling stuck. And once you hear the stat that completely reframed how I think about CSM turnover, you’ll understand why this conversation can’t wait.
Topics covered on the truth about CSM turnover:
- Why most CSM turnover isn’t actually driven by layoffs or pay (and the stat that reframes everything)
- The data behind why 85% of CSM turnover is preventable — and what leaders can control
- What CSMs really mean when they say they want “growth” (hint: it’s not just promotions)
- The three types of CSMs most likely to leave — and the patterns leaders keep missing
- Why lack of impact makes high performers feel invisible and stuck, even when they’re doing great work
- What this means for CS leaders and CSMs heading into 2026 and why fixing CSM turnover is more doable than it seems
Resources Mentioned:
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]
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.
