CSM Role Scorecard Template

Define the job, measure it the same way for everyone, and give every CSM a clear picture of what great looks like at 30, 90 and 365 days.

Ask five CSMs at the same company what their job is and you'll hear five different answers. Ask their managers how they're measured and you'll hear a sixth. That gap follows people from the interview all the way to the review, where a CSM finds out in month eleven that the thing they worked hardest on wasn't the thing anybody was counting. This scorecard writes the role down and measures it the same way for everyone who holds it.

It covers the role snapshot and mission, the outcomes the role owns, KPIs and targets (with six common ones to start), core responsibilities with time estimates, 12 competencies with self and manager ratings and evidence, decision authority, what great looks like at 30, 90 and 365 days, a rating scale and a record of what you agreed. Use it to write the job description, onboard new hires and run every quarterly review. The guide shows a filled-in Senior CSM example for every section.

What's included

• CSM Role Scorecard template in Word, plus a make-a-copy link for Google Docs

• 12 sections: role snapshot, role mission, outcomes this role owns, KPIs and targets, core responsibilities, competencies, decision authority, what great looks like at 30, 90 and 365 days, rating scale and review rhythm, and review notes and agreement

• 12 competencies with self and manager ratings and room for evidence

• A step-by-step PDF guide with a made-up Senior CSM example, a rollout plan, quarterly review steps and the mistakes to avoid

• A Steal This role scorecard readiness check

Who it's for

CS leaders and managers hiring, onboarding or reviewing CSMs.

How it works

Digital download. Your files are ready right after checkout. Open the Word file, or use the link included with your download to make your own copy in Google Docs. 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.