CSM Performance Evaluation Matrix

The CSM Evaluation Matrix is a structured framework designed to assess Customer Success Managers (CSMs) across 20 core behaviors that define top performance. This matrix serves as both an employee review tool and a skills assessment, providing a clear, objective evaluation of a CSM’s impact, competencies, and growth areas.

Purpose & Value

The goal of this matrix is to:

• Provide a comprehensive performance review based on measurable behaviors.
• Identify strengths and development areas for each CSM.
• Foster continuous improvement by aligning CSMs with the skills needed for long-term success.
• Enable data-driven career progression, guiding promotions, skill-building, and leadership readiness.
• Establish consistency in evaluations, ensuring fairness and transparency in assessing performance.