Customer Success Leadership Community

Evaluating your CSMs

  • 1.  Evaluating your CSMs

    Posted 10 days ago
    As the end of the year approaches, how are you planning to evaluate your CSMs? Specifically thinking aside from the objectives/KPIs such as GRR, NRR, NPS, etc.

    Jeff Breunsbach
    Founder, Gain Grow Retain
    Director of CX at Higher Logic
    Top 25 Influencer 2020

  • 2.  RE: Evaluating your CSMs

    Posted 9 days ago

    Curious to know why you think this is an end of year activity.

    Dave J

    David Jackson

  • 3.  RE: Evaluating your CSMs

    Posted 9 days ago
    Hey Jeff,

    Evaluation, in my opinion, is an ongoing process and not just something done at a specific time interval.  

    Annual reviews and mid-year reviews are likely the more in-depth conversations that discuss progress, goals for the upcoming year, development opportunities, setting of expectations, alignment on all of these items, etc..  Your weekly 1:1's (or whatever cadence you use) are the place to continue that conversation, tracking progress, and course correcting where needed.

    Think of it in the same way you do with your customers:  You set goals at the beginning of the year, meet regularly to track progress, have a mid-year EBR to review where you are/where we're going, all leading up to the renewal conversation to discuss our partnership for the next 12 months.  The relationship with your CSM's is no different.

    Shari Srebnick
    Head of Client Success - US