Customer Success Manager Performance Review Template
Built specifically for customer success manager roles. Covers the competencies that actually matter at this level — not a generic form with your job title swapped in.
See how Confirm automates this →Other seniority levels for Customer Success:
Manager Track · Customer Success
Customer Success Manager Performance Review Template
Team Retention Metrics
Aggregate GRR and churn rate across the team's combined book of business.
Example phrases:
- "Team GRR of 97% — best in the CS org. Zero preventable churn in Q3 and Q4."
CSM Coaching & Development
Growth and performance development of CSMs on the team.
Example phrases:
- "Two CSMs promoted this year — both had the highest customer NPS scores on the team."
Escalation & Risk Management
How well the manager handles at-risk accounts and complex escalations.
Example phrases:
- "Zero accounts went from at-risk to churned this half without a recovery plan already in place."
Stop writing customer success reviews from scratch every cycle.
Confirm surfaces ONA data, flags flight risk, calibrates ratings across your entire org, and generates AI-assisted first drafts. Your customer success managers spend time on the conversation — not the paperwork.
80%
time saved on performance reviews
40%
reduction in rating bias
98%
review completion rate
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