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# Customer Success Roles Show High Turnover, Low Retention
- URL: https://adjacent.media/signals/customer-success-roles-show-high-turnover-low-retention/
- Published: 2026-10-25T16:14:33.000Z
- Updated: 2026-10-25T16:14:33.000Z
- Description: When companies repost the same CSM position within months, the role itself is broken—not just the hiring. The pattern points to unrealistic workloads, misaligned expectations between management and individual contributors, or compensation that can’t compete with adjacent roles.
- Author: Jonathan Greene
- Tags: #signal, theme-consumer, creator economy mechanics, attention economy, platform dynamics

Source: [Hakan⚡The CS Café](https://open.substack.com/pub/thecscafe/p/transition-accounts-new-csm-renewal)

When companies repost the same CSM position within months, the role itself is broken—not just the hiring. The pattern points to unrealistic workloads, misaligned expectations between management and individual contributors, or compensation that can't compete with adjacent roles. For consumers, this matters: understaffed or constantly-cycling CS teams correlate with slower support response times and weaker onboarding, degrading the product experience even if the software itself is solid.