Customer Success Leadership Community

Evaluating your CSMs

  • 1.  Evaluating your CSMs

    Moderator
    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.
    #PeopleLeadership

    ------------------------------
    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
    Jeff,

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

    Dave J

    ------------------------------
    David Jackson
    CEO
    ------------------------------



  • 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
    ------------------------------