2026 CSM Confidential Report
Your CSMs are driving revenue and ready to drive more. What’s standing in the way are training gaps, organizational ambiguity, and leadership investment that hasn’t kept pace with the demands of the role.
The 2026 CSM Confidential Report surveyed CSMs on revenue readiness and what they need to succeed.
What you’ll find inside
- 83% of CSMs now own revenue to some degree, but only 60% feel prepared to handle it
- Nearly half received zero commercial training in the past 12 months
- Sales and negotiation skills are the No. 1 self-reported gap, for the second year running
- The biggest obstacle in commercial conversations isn’t a skills problem; it’s unclear boundaries between CS and sales teams
- CSMs who receive commercial training are happier, more confident, and more effective
Expert analysis from four customer success leaders
- Parul Bhandari, CEO, CustomerXSuccess
- Rod Cherkas, CEO and Founder, HelloCCO
- David Ellin, Revenue Architect, Winning by Design
- Kristen Hayer, Founder & CEO, The Success League