Senior Customer Success Manager Goal Examples

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Act as a mentor for junior CS employees

As a senior member of the team, you’re responsible for a number of Customer Success Managers. Ensure that you’re setting them up for growth and success.

• Help onboard 2 CSMs
• Schedule and run a monthly coaching session with all junior CSMs this year
• Run a monthly lunch and learn for the CS team on best practices, learnings, and strategies this year (12 total)
• Working with your CSMs, set 2 or more personal and professional goals collaboratively with each employee

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Reach new revenue heights

A key part of your role is to ensure that we’re growing our accounts. Let’s focus on revenue targets within your assigned customer base.

• Renew 90%+ of your ATR (available to renew)
• Suggest 3 improvements to our renewal and upselling processes
• Working in tandem with the sales and/or AM (account management) teams, identify 5 new opportunities for upsells, cross-sells, and other paths for revenue growth
• Source 5 referrals for new business

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Maximize customer outcomes

Being on the team that has the most face-time with our customers, we have the biggest impact on overall customer outcomes. Let’s continue to build a company that our customers love and get value from.

• Identify and share 5 ways we can maximize value for all of our customers
• Have executive representation at 75%+ of your QBRs
• Improve customer health score by 20%
• Source 3 expansion opportunities from existing customer base