The Real Reason CSMs Feel Invisible (And Your Action Plan to Fix It)
Jan 27, 2026
CLICK PLAY TO LEARN WHY CSMS FEEL INVISIBLE AND WHAT ACTUALLY FIXES IT:
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Here’s what you can expect from this episode:
CSMs don’t leave because they’re bad at their jobs — they leave because no one can see the impact they’re making. And that’s exactly what we’re unpacking in Part 2 of this series. I hear it all the time: “I’m doing everything right, but I still feel invisible.” If that sounds familiar, it’s not a confidence issue or a motivation problem — it’s something much deeper.
In this episode, I break down what CSMs really mean when they say they’re missing “impact.” We look at the three distinct patterns that show up again and again in teams with high turnover. From highly strategic CSMs stuck in constant firefighting, to results-driven operators who can’t access the data that proves their value, to invisible contributors whose wins never make it past their immediate manager. None of these CSMs are underperforming — they’re operating inside broken systems.
I also walk through the five root causes that make it nearly impossible for CSMs to articulate their value, even when they’re driving real business outcomes. From a lack of shared language around impact to missing feedback loops and reactive-only dashboards, these gaps quietly push top performers out the door. And yes, most of this sits squarely with leadership, not the individual CSM.
By the end of this episode, you’ll have a clear, practical action plan to fix what’s broken without piling more work onto already stretched teams. If you’re a CSM leader who wants to retain your best CSMs, or a CSM who’s done feeling overlooked, this episode connects the dots in a way most teams never do. Press play and decide what needs to change because staying invisible shouldn’t be the cost of doing great work.
Topics covered on why CSMs feel invisible and what actually fixes it:
- Why CSMs feel invisible even when they’re delivering real business results (and why this isn’t a confidence issue)
- The three types of CSMs most impacted by “lack of impact” and how teams unintentionally push them out
- How reactive firefighting blocks strategic work (and why this is an operations problem, not a CSM problem)
- Why missing data and dashboards make it impossible for CSMs to prove their value even when they’re crushing it
- The five root causes that stop CSMs from articulating impact (and why leadership owns most of them)
- The three fixes that actually make impact visible
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]
Want more on this topic? Here’s your next listen:
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.
