The 5 Mistakes New CSMs Make (and How to Avoid Them)

“So, I got the account... now what?”

We’ve all been there—stepping into a shiny new Customer Success role, …pumped full of enthusiasm, caffeine, and a tiny voice asking, ‘Do I really know what I’m doing?'"

But here’s the thing: CS is equal parts art and science. And when you’re new, it’s easy to fall into a few traps that even the best of us have made. So, whether you’re just starting out or mentoring a junior teammate, let’s break down the top 5 rookie CSM mistakes—and how to avoid them.

1. Chasing Activity Over Impact

“I sent 4 check-in emails this week, why haven’t they replied?”

Many new CSMs think more touch points = more success. But spamming your customer’s inbox won’t earn their trust—it might just earn an unsubscribe.

💡 Instead:
Focus on value-driven outreach. Send an update that matters. Share a relevant insight. Add a “thought this might help” article. Quality always beats quantity.

2. Talking Too Much, Listening Too Little

“We have this cool new feature and another one coming next week…”

Hold up. If you’re doing all the talking in your calls, you’re missing gold.

Your job is part detective, part therapist. And that means asking good questions, listening actively, and sometimes just giving the customer space to vent.

💡 Try this:

“What’s something that’s keeping you from being successful this week?”

You’ll be surprised how much they open up when they feel heard.

3. Trying to Be the Hero Every Time

“I’ll handle that. Let me jump on it right away.”

Sound familiar? Many new CSMs over-promise and hustle to fix everything themselves. But here’s the catch—it’s unsustainable, and you’re not helping your customer build independence.

💡 Instead:
Empower them. Show them how to solve it next time. Use knowledge bases, walkthroughs, or screen shares. The real win? When they stop needing you for the basics.

4. Being Afraid to Push Back

“The customer’s asking for something outside the contract… I guess we just do it?”

Boundaries matter. Great CS doesn’t mean saying yes to everything—it means saying yes to what drives value.

💡 Pro tip:
Push back with empathy:

“I totally get why that’s important. Here’s what we can do that aligns with your goals.”

You’re not just a people-pleaser—you’re a strategic partner.

5. Forgetting to Celebrate the Wins

“Great, they launched. Let’s move on.”

No, no, no.

You just helped them hit a key milestone—and you didn’t pause to celebrate it? That moment is your golden ticket to build loyalty and momentum.

💡 Instead:
Send a “congrats” note. Post a shoutout on your internal Slack. Loop in their leadership. Bake recognition into your onboarding and expansion playbook.

🚀 TL;DR – Mistakes Are Part of the Journey

Every CSM has fumbled, over-emailed, or forgotten to ask the right question. That’s okay.

The key is to reflect, recalibrate, and grow.

Start here:

• Lead with empathy

• Stay value-focused

• Empower, don’t rescue

• Set expectations early

• And always—always—celebrate the small wins

You’ve got this. 💙