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Technology Startup

Customer Success Manager

Performance Review Example

Technology Startup

Customer Success Manager

Job Description:
Build and maintain strong customer relationships, drive product adoption, and ensure customer satisfaction and retention.
Performance Areas:
Customer Onboarding and Adoption
  1. How effectively does the Customer Success Manager onboard new customers and facilitate product adoption?
  2. Does the Customer Success Manager provide training and resources to help customers maximize product benefits?
  3. How does the Customer Success Manager measure customer adoption and usage?
Proactive Customer Support
  1. How well does the Customer Success Manager anticipate and address customer needs and concerns?
  2. Does the Customer Success Manager provide timely and personalized support to resolve issues?
  3. How does the Customer Success Manager go above and beyond to exceed customer expectations?
Customer Satisfaction and Retention
  1. How effectively does the Customer Success Manager measure customer satisfaction and gather feedback?
  2. Does the Customer Success Manager proactively identify and address potential customer churn risks?
  3. How does the Customer Success Manager develop and implement retention strategies?
Customer Success Metrics and Reporting
  1. How well does the Customer Success Manager track and analyze customer success metrics, such as churn rate and customer lifetime value?
  2. Does the Customer Success Manager prepare regular reports for management and stakeholders?
  3. How does the Customer Success Manager use data insights to improve customer success initiatives?
Cross-Functional Collaboration
  1. How effectively does the Customer Success Manager collaborate with sales, product, and support teams?
  2. Does the Customer Success Manager communicate customer feedback and insights to internal stakeholders?
  3. How does the Customer Success Manager contribute to a customer-centric culture within the organization?
Upselling and Account Expansion
  1. How well does the Customer Success Manager identify upselling opportunities and expand customer accounts?
  2. Does the Customer Success Manager upsell additional products or services that align with customer needs?
  3. How does the Customer Success Manager drive revenue growth through account expansion?
Overall Performance:
  • Summarize the employee's performance during the review period.
  • Highlight key strengths and areas for improvement.
Goals and Development:
  • Discuss performance goals for the next review period, structured as SMART goals (Specific, Measurable, Achievable, Relevant, Time-Bound).
  • Identify areas for professional development and training opportunities.
Additional Comments:
  • Provide any additional comments or feedback about the employee's performance.

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Technology Startup

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