Most new CSMs try to add value too early.
That’s usually the mistake.
Early in Customer Success, your real job isn’t to impress —
it’s to reduce friction.
Confusion slows teams down.
Unclear next steps create delays.
And small blockers compound faster than anyone expects.
Great new CSMs focus on removing obstacles:
– clarifying who owns what
– simplifying processes
– making it easier for customers to move forward
Value shows up after friction is gone.
If things feel stuck,
there’s probably friction hiding somewhere.
💬 Your turn: Where could removing friction help your customers more than adding something new?
🔚 Monday Thought:
“Progress accelerates when friction disappears.”