4 Traits of Top-Performing CSMs That Make $120K+ Salaries
Customer Success is moving fast. And only a few stand out from the crowd.
These top performers aren't just meeting expectations—they're setting new standards and driving exceptional results.
But what exactly sets these star CSMs apart?
Here are the 4 key traits and behaviors that make a CSM shine:
1. Proactive Problem-Solving
Great CSMs don't wait for issues to land on their desk.
They're constantly on the lookout for potential challenges and opportunities.
This proactive approach means:
Anticipating customer needs before they arise
Identifying risks early and taking steps to mitigate them
Seeking out ways to add value beyond the basic scope of their role
Seeking out ways to add value beyond the basic scope of their role
2. The Art of Escalation
Knowing when to handle an issue on your own and when to involve leadership is a fundamental skill.
Top CSMs:
Understand their authority boundaries clearly
Protect customer relationships while maintaining internal credibility
Use escalations strategically to drive results, not as a crutch
3. Ownership Mentality
The best CSMs take full responsibility for their customers' success.
This means:
Treating customer outcomes as their top priority
Not passing the buck when challenges arise
Going the extra mile to ensure customer satisfaction and success
4. Ongoing Learning
In a field that's always evolving, the desire to grow and improve is fundamental.
Standout CSMs:
Actively seek out new knowledge about their product and industry
Ask thoughtful questions and learn from both successes and setbacks
Stay curious and open to new approaches and ideas
Want to develop these must-have skills further?
Check out my proven frameworks:
The Ultimate Customer Success Templates Collection ($897): 150 pages of comprehensive templates that have helped dozens of CS professionals streamline operations and demonstrate measurable value to their organizations
The CS Value Discovery Framework & Templates ($497): Learn how to articulate customer value in business terms that executives understand
ChatGPT for Business: Engage Customers Like Never Before ($397): Leverage AI to boost your proactive problem-solving capabilities
Transform Your CS Career in 90 Days →
I've developed a proprietary CS Portfolio Method™ that has helped dozens of professionals land interviews 2-3x faster and increase their salaries by 28% on average. This 100% email-based coaching turns rejections into multiple offers where we showcase your measurable impact to hiring managers. Secure your spot now→
Take Your CS Career to the Next Level
The traits above are just the beginning of what makes an exceptional CSM.
But knowing what makes someone stand out is only half the battle—implementing these practices in your daily work is what makes the real difference.
Want to know exactly how top-performing CSMs put these principles into action?
Upgrade to CS Cafe Premium today to access today’s exclusive deep dive into actionable strategies that will help you:
Master your executive presence that gets you noticed by leadership
Develop a strategic framework for handling complex customer situations
Create systems that showcase your value during performance reviews
Build the skills that command $120K+ salaries in today's market
Plus, get special 20% OFF subscriber pricing on my career-accelerating courses like:
The $200k+ CS Interview Success Bundle ($1,799): The exact frameworks used by CS professionals who landed six-figure roles
Beyond KPIs: The Executive's Guide to Early Indicators and Predictive Analytics ($497): Learn to speak the language of executives
The Ultimate Job Interview Cheat Sheet for Customer Success Roles ($399): Position yourself as a strategic asset in any interview
🎁BONUS: Get a complimentary CV/LinkedIn review if you upgrade in the next 48 hours.
🔐PREMIUM SECTION: Implementing Excellence in Customer Success
Strategic Thinking in Action
…
(Exclusive content for premium members below this line)