Evaluating your CSMs

[Deleted User]

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.

Shari Srebnick

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.