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Performance Review Templates → Customer Success → Individual Contributor

Customer Success Performance Review Template

Built specifically for customer success individual contributor roles. Covers the competencies that actually matter at this level — not a generic form with your job title swapped in.

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Other seniority levels for Customer Success:
Manager Director VP All Customer Success templates
Individual Contributor (IC) · Customer Success

Customer Success Performance Review Template

Customer Retention & GRR

Retention of assigned accounts. Gross revenue retention rate across the book of business.

Exceeds GRR above target. Zero preventable churn. Confirm flight risk signals acted on proactively.
Meets GRR at or near target. Churn is minimal and explained. At-risk accounts are managed.
Below GRR below target. Churn surprises occur. At-risk accounts are identified late.
Example phrases:
  • "100% GRR on a $1.4M book of business over 4 quarters — zero preventable churn."
  • "Caught flight-risk signals on Acme using Confirm — engaged 6 weeks before renewal, saved $120K ARR."

Net Revenue Retention (NRR)

Expansion revenue generated from existing accounts through upsell, cross-sell, and expansion.

Exceeds NRR above 120%. Upsell opportunities are identified and closed proactively.
Meets NRR at or above 100%. Expansion happens on renewal. Opportunities aren't missed.
Below NRR below 100%. Little to no expansion. Upsell opportunities passed to sales and rarely close.
Example phrases:
  • "NRR of 131% across book — identified and converted 4 expansion opportunities without sales involvement."

Customer Health Management

Proactive management of customer health scores and escalation handling.

Exceeds All at-risk accounts have active recovery plans. Escalations are resolved faster than average.
Meets Health scores are monitored. At-risk accounts have plans. Escalations are handled competently.
Below Health scores lag actuals. Escalations are reactive. Recovery plans are generic.
Example phrases:
  • "Reduced average escalation resolution time from 14 days to 4 — highest satisfaction scores in the team."

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More Customer Success templates

Customer Success Manager → Customer Success Director → Customer Success VP → All Customer Success Templates → All Departments →

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