CSM Evaluation
$30.00
CSM Evaluation Matrix
A clear, practical framework to define, assess, and elevate Customer Success performance
High-performing Customer Success teams aren’t built on gut feel, vague feedback, or inconsistent expectations. They’re built on clarity, alignment, and intentional development.
The CSM Evaluation Matrix is a practical, real-world framework designed to help Customer Success leaders and individual contributors clearly understand what great looks like, assess performance consistently, and coach with confidence.
This isn’t a theoretical model. It’s a hands-on tool built from over a decade of scaling CS teams in SaaS — the same behaviors, skills, and signals used to evaluate, develop, and promote top-performing CSMs.
What This Is
The CSM Evaluation Matrix breaks Customer Success performance into 20 critical competencies, spanning strategy, execution, communication, customer impact, and internal leadership.
Each competency includes:
What it means (plain-language definition)
What strong looks like (real, observable behaviors)
Red / Yellow / Green indicators to remove ambiguity
Coaching notes to guide development conversations
The result: a shared language for performance that leaders and CSMs can align on — without surprises at review time.
Why This Matrix Matters
Without a clear evaluation framework, teams struggle with:
Inconsistent feedback across managers
Unclear promotion paths
Reactive coaching
Performance reviews that feel subjective or unfair
This matrix helps you:
Set clear expectations for the role
Coach proactively instead of reactively
Identify skill gaps before they become risks
Build confidence and ownership within your CS team
Create fairness and consistency across evaluations
How Leaders Use This
CS leaders use the CSM Evaluation Matrix to:
Standardize performance reviews and 1:1s
Support promotion and compensation conversations
Create targeted development plans
Onboard new CSMs with clarity around expectations
Identify team-wide skill gaps and training needs
It becomes a coaching tool — not just an evaluation one.
How CSMs Use This
Individual contributors use the matrix to:
Self-assess strengths and growth areas
Prepare for performance reviews
Understand what’s required to level up
Take ownership of their development
Align daily behaviors with long-term career growth
No guessing. No hidden expectations.
What’s Included
CSM Evaluation Matrix Framework
Google Slides & PowerPoint deck for team rollout, reviews, and coaching conversations
PDF Guide with detailed instructions on how to use the matrix as a leader and as a CSM
Everything is designed to be immediately usable — no heavy customization required.
Who This Is For
Customer Success Leaders
Heads of CS & CCOs
CS Managers
Enablement & Operations teams
Customer Success Managers who want clarity and growth
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