A CSM’s performance evaluation scorecard

What is a CSM performance evaluation scorecard?

A CSM performance evaluation scorecard is a structured tool to assess the performance of Customer Success Managers across various key competencies.

This scorecard provides clear benchmarks for evaluating essential skills, while offering transparency into the expectations at different role levels.

It helps CSMs and their managers identify strengths and areas for growth, supporting career development and performance improvement.

What’s inside the template?

The CSM performance evaluation scorecard includes the following components to provide a detailed performance review:

1. Customer success skills – Evaluation criteria for handling customer complaints, following up with clients, upselling products, and assisting customers with onboarding and software setup.
2. Human skills – Measures of teamwork, proactiveness, communication, and openness to feedback, ensuring well-rounded performance in both technical and interpersonal aspects.
3. Project & time management – Assessment of the CSM’s ability to manage tasks, time, and KPIs effectively for themselves and their team.
4. Leadership & development – Scoring for leadership potential, including creating development plans, managing direct reports, and delegating responsibilities.

Each competency is scored on a scale from 1 to 6, with detailed descriptions for each level, helping CSMs understand their current performance and what’s required to advance to the next level.

Who's it for?

This template is perfect for:

• CSMs – Who want clear guidance on how to improve their performance and advance in their careers.
• CS leaders – Looking to create structured performance reviews for their CSMs and identify areas for training and development.
• SaaS companies – Where customer success plays a pivotal role, ensuring that CSMs are equipped to maintain and grow customer relationships.
• Managers and team leads – Needing a consistent evaluation framework to provide meaningful feedback to CSMs and support their growth.

How to use the template

1. Evaluate skills – Use the scorecard to assess performance across various skills, using the detailed scale to measure proficiency.
2. Identify development areas – Pinpoint strengths and areas where improvement is needed, providing clear guidance for growth.
3. Set learning objectives – Create personalized development plans based on the scorecard’s results.
4. Review regularly – Use the scorecard for periodic performance reviews to ensure ongoing development and alignment with role expectations.

Download your CSM performance evaluation scorecard

A CSM’s performance evaluation scorecard

A CSM’s performance evaluation scorecard A Customer Success Manager (CSM) is responsible for ensuring that a company’s customers are satisfied with the products or services they have purchased and that they continue to do business with the company. It’s important that CSMs are routinely evalua…

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