Promoting your CSMS

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Michael Buccellato
Michael Buccellato Member Posts: 20 Thought Leader
edited August 2023 in CS Org Conversations
Hi All - What templates have you used to help justify promoting a CSM?

Working through this process right now and with our small HR team, and we do not have a defined process for promotion. We've built an informal business case using achievements that include KPI's for IC and personal projects, and yearly manager assessment. We've also identified leadership qualities and career asipirations.

How have you packaged this all up into a formal template? 

Any help is greatly appreciated

Cheers,
Michael
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  • Jordan Silverman
    Jordan Silverman Member, CS Leader Posts: 109 Expert
    First Comment 5 Likes Photogenic First Anniversary
    edited March 2021
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    @Michael Buccellato I am sure there are others on this forum that are more knowledgeable on this.

    The revenue side of our company (sales, marketing, CS) just went through this exercise.

    My VP of Marketing, who has done this at other Saas startups, presented this as job leveling. Basically build a ladder from entry level to Chief Customer Officer and all the roles that fall within.

    Here is a snapshot/small piece of it:

    image
    In addition to these we have training team, onboarding team, etc. that all flows together into one cohesive customer success people growth strategy. I think it is really important that each person on the team knows what it takes to move up.

    To get from IC L1 to IC L2 we put descriptions of how to move up -

    3 to 6 months of good net churn, customer happiness, $50k+ in portfolio

    I hope this helps! Happy to chat more in depth on this.
    Jordan Silverman
    jordan.silverman@usestarfish.com
    (914) 844-5775
    https://www.linkedin.com/in/jordansilverman/