individual contributor
Customer Success Performance Review
CSM review — NRR, churn / save, expansion sourced, health, renewal execution.
Every employee gets a seat — priced per employee in Performance & Learning, quoted with this template ready.
Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.
Built for: Customer Success · SaaS
1
Numbers
Net Revenue Retention (NRR)
Gross retention / churn rate
Expansion sourced ($)
NPS / customer satisfaction trend
2
Account Management
Health-score discipline (timely updates, accurate signals)
QBR quality and frequency
Proactive at-risk save behavior
3
Internal Collaboration
Partnership with AE / Sales
Voice-of-customer feedback to Product
4
Manager Assessment
Top save / expansion this period
Type your response…
Coaching focus for next period
Type your response…
What's inside this template
Numbers
- Net Revenue Retention (NRR)
- Gross retention / churn rate
- Expansion sourced ($)
- NPS / customer satisfaction trend
Account Management
- Health-score discipline (timely updates, accurate signals)
- QBR quality and frequency
- Proactive at-risk save behavior
Internal Collaboration
- Partnership with AE / Sales
- Voice-of-customer feedback to Product
Manager Assessment
- Top save / expansion this period
- Coaching focus for next period
Common use cases
Quarterly CS review
NRR-based comp calibration
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Ready to use this template?
Every employee gets a seat. Request pricing for Performance & Learning and we quote into a workspace with Customer Success Performance Review ready.
Rolled out to every employee at AutoZone (125,000), PetSmart (50,000+), A.S. Watson and Raley's (20,000) — and at larger retailers we are not permitted to name.