CSM Performance and Competency Matrix Template

Define what great looks like at every level, rate it from both sides and coach to the gaps.

Back in 2012, when I was a CSM, I kept asking what great actually looked like. We measured whether the QBR got booked and the renewal closed, and none of it told me how I was doing as a CSM. So I looked at what was actually driving results and turned those behaviors into my own roadmap. This matrix is the grown-up version of that list, because by the time a renewal is in trouble, it's late to coach anyone.

The matrix defines 20 competencies in five categories, sets the level you expect for each one across four roles, and gives you a rubric for what each level looks like. The CSM rates first, the manager rates blind, and the workbook shows the gap to expected, the gap between the two ratings and a Discuss flag for anything two or more points apart. The Summary tab rolls it all up with a chart by category, a development plan and a sign-off, and the guide gives you a one-hour review agenda.

What's included

• CSM Performance and Competency Matrix template in Excel, plus a make-a-copy link for Google Sheets

• 5 tabs: Start here, Assessment, Expectations, Rubric and Summary

• 20 competencies in 5 categories (customer knowledge, relationships and trust, value and growth, execution, internal influence), with expected levels for 4 roles and a 1 to 4 rating scale

• Self and manager ratings with gap calculations, Discuss flags, a chart by category, a development plan and sign-off

• A step-by-step PDF guide that walks every tab with a worked example, a one-hour review agenda, what to do between reviews and a Steal This fair review check

Who it's for

CS managers and leaders who run performance reviews, coach CSMs or need to answer "what does it take to get promoted?" in writing.

How it works

Digital download. Your files are ready right after checkout. Open the Excel file, or use the link included with your download to make your own copy in Google Sheets. No physical item will be shipped.

Bundle and save

This template is part of the Hiring and Team Bundle: 9 templates for $89, about half the price of buying them one at a time. Want everything? The Complete Architect Collection has every template in the collection for $299.