Customer Success Performance Review Template
A complete performance review template for CSMs and CS managers. Covers retention, customer health, escalation handling, expansion, and cross-functional collaboration.
See how Confirm automates this →Individual Contributor Template
1. Net Revenue Retention
NRR and GRR for the CSM's book of business. Expansion contribution alongside retention.
- "Maintained 118% NRR on a 14-account book including three high-complexity enterprise accounts—exceptional for the portfolio size."
- "Identified churn risk at a key account 90 days before renewal and drove an executive intervention that saved the contract."
2. Customer Health Management
Portfolio health scores, QBR completion, time-to-value for new accounts, and proactive risk management.
3. Escalation Management
Quality of escalation handling. Prevention rate vs. reactive management. Customer satisfaction post-escalation.
- "Resolved a critical escalation involving two executive sponsors within 72 hours—received a complimentary email from the customer's CHRO."
- "Caught declining login rates three months before a renewal and proactively drove a re-implementation that turned around the account."
4. Cross-Functional Contribution
Product feedback quality, handoff experience from Sales, and contribution to CS team knowledge base.
CS Manager Template
1. Team Retention Outcomes
Aggregate NRR and GRR across the team's portfolio. Churn distribution and systemic risk management.
2. CSM Development & Retention
Growth of direct reports. Flight risk in the CS team. Promotions and career progression.
CS reviews built on real retention data.
Confirm connects customer health signals, cross-functional collaboration data, and flight risk to give you CS performance reviews grounded in evidence—not just end-of-quarter impressions.
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