← Customer Success – Biotech/Pharma/CDMO — M2

Goal templates — Customer Success – Biotech/Pharma/CDMO — M2

Customer Success · Customer Success – Biotech/Pharma/CDMO · M2 — Manager II

These are canon-derived frames, not advice: every line is either verbatim JobFrame canon text or a fixed template wrapping it. ⟨target⟩ / ⟨baseline⟩ / ⟨date⟩ are placeholders for the manager to fill in. Nothing here is generated by AI — rows are omitted, never invented, when the canon lacks the underlying field.

SMART goals

One row per canon core output / responsibility this level owns.

JFM responsibility (M2)

Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue

Specific: Deliver: "Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
Relevant: Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
Time-bound: ⟨date⟩

JFM responsibility (M2)

Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio

Specific: Deliver: "Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
Relevant: Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
Time-bound: ⟨date⟩

JFM responsibility (M2)

Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints

Specific: Deliver: "Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
Relevant: Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
Time-bound: ⟨date⟩

JFM responsibility (M2)

Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions

Specific: Deliver: "Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
Relevant: Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
Time-bound: ⟨date⟩

JFM responsibility (M2)

Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation

Specific: Deliver: "Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
Relevant: Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
Time-bound: ⟨date⟩

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1. Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue  [source: JFM responsibility (M2)]
   Specific:    Deliver: "Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
   Relevant:    Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
   Time-bound:  ⟨date⟩

2. Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio  [source: JFM responsibility (M2)]
   Specific:    Deliver: "Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
   Relevant:    Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
   Time-bound:  ⟨date⟩

3. Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints  [source: JFM responsibility (M2)]
   Specific:    Deliver: "Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
   Relevant:    Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
   Time-bound:  ⟨date⟩

4. Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions  [source: JFM responsibility (M2)]
   Specific:    Deliver: "Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
   Relevant:    Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
   Time-bound:  ⟨date⟩

5. Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation  [source: JFM responsibility (M2)]
   Specific:    Deliver: "Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves tactical problems where factors are generally known; balances retention targets with delivery constraints across a portfolio."
   Relevant:    Advances the Customer Success · Customer Success – Biotech/Pharma/CDMO mandate for a M2 — Manager II.
   Time-bound:  ⟨date⟩

OKRs

Objectives from this level's core outputs; key results only where a real dimension or capability backs them.

JFM responsibility (M2)

Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue"
Evidence at this level's scope bar: "An established team or sub-function" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M2)

Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio"
Evidence at this level's autonomy bar: "Owns planning for the group" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M2)

Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints"
Evidence at this level's complexity bar: "Cross-project coordination and priorities" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M2)

Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions"
Evidence at this level's impact bar: "Group delivery and development" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M2)

Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation"
Evidence at this level's decision rights bar: "Owns staffing, priorities, performance for the group" — ⟨target⟩ by ⟨date⟩

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Objective 1: Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue  [source: JFM responsibility (M2)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue"
  KR2. Evidence at this level's scope bar: "An established team or sub-function" — ⟨target⟩ by ⟨date⟩

Objective 2: Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio  [source: JFM responsibility (M2)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio"
  KR2. Evidence at this level's autonomy bar: "Owns planning for the group" — ⟨target⟩ by ⟨date⟩

Objective 3: Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints  [source: JFM responsibility (M2)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints"
  KR2. Evidence at this level's complexity bar: "Cross-project coordination and priorities" — ⟨target⟩ by ⟨date⟩

Objective 4: Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions  [source: JFM responsibility (M2)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions"
  KR2. Evidence at this level's impact bar: "Group delivery and development" — ⟨target⟩ by ⟨date⟩

Objective 5: Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation  [source: JFM responsibility (M2)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation"
  KR2. Evidence at this level's decision rights bar: "Owns staffing, priorities, performance for the group" — ⟨target⟩ by ⟨date⟩

MBO areas

Key result areas from this level's responsibilities, each with a standard grounded in the canon leveling rubric where one exists.

Area	Standard	Target	Due
Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue	Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."	⟨target⟩	⟨date⟩
Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio	Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."	⟨target⟩	⟨date⟩
Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints	Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."	⟨target⟩	⟨date⟩
Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions	Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."	⟨target⟩	⟨date⟩
Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation	Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."	⟨target⟩	⟨date⟩

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1. Area: Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue  [source: JFM responsibility (M2) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."
   Target:   ⟨target⟩   Due: ⟨date⟩

2. Area: Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio  [source: JFM responsibility (M2) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."
   Target:   ⟨target⟩   Due: ⟨date⟩

3. Area: Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints  [source: JFM responsibility (M2) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."
   Target:   ⟨target⟩   Due: ⟨date⟩

4. Area: Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions  [source: JFM responsibility (M2) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."
   Target:   ⟨target⟩   Due: ⟨date⟩

5. Area: Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation  [source: JFM responsibility (M2) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Applies deeper CSM and CDMO account expertise, making judgments within known factors to drive renewals and expansion across a skilled team; standardizes health-analytics playbooks."
   Target:   ⟨target⟩   Due: ⟨date⟩

Scorecard

Only perspectives with real canon backing are shown — no Financial or Customer perspective, since nothing in the canon grounds business-financial or customer measures for a role alone.

Internal process

"Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue"→ ⟨target⟩ by ⟨date⟩
"Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio"→ ⟨target⟩ by ⟨date⟩
"Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints"→ ⟨target⟩ by ⟨date⟩
"Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions"→ ⟨target⟩ by ⟨date⟩
"Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation"→ ⟨target⟩ by ⟨date⟩

Role calibration

Meets the scope bar: "An established team or sub-function"→ ⟨target⟩ by ⟨date⟩
Meets the autonomy bar: "Owns planning for the group"→ ⟨target⟩ by ⟨date⟩
Meets the complexity bar: "Cross-project coordination and priorities"→ ⟨target⟩ by ⟨date⟩
Meets the impact bar: "Group delivery and development"→ ⟨target⟩ by ⟨date⟩
Meets the decision rights bar: "Owns staffing, priorities, performance for the group"→ ⟨target⟩ by ⟨date⟩
Meets the leadership bar: "Manages a team; sometimes manages leads"→ ⟨target⟩ by ⟨date⟩

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Internal process
  - "Manages a team of skilled CSMs and junior managers owning mid-market and growing CDMO account books, holding them accountable for independent renewals and measurable expansion revenue"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M2)]
  - "Drives cross-functional cooperation with sales and delivery groups to identify and pursue opportunities for expanded customer relationships across the portfolio"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M2)]
  - "Owns tactical outcomes for the team's combined ARR book, applying judgment within known factors to balance retention targets against delivery constraints"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M2)]
  - "Oversees Project Manager / client-point-of-contact assignments, ensuring CSMs communicate project status and oversee deliverables across all functions"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M2)]
  - "Standardizes scalable customer-health-analytics and churn-mitigation playbooks, configuring health scores in Gainsight/Totango and LIMS-sourced delivery signals for proactive issue anticipation"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M2)]

Role calibration
  - Meets the scope bar: "An established team or sub-function"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Scope)]
  - Meets the autonomy bar: "Owns planning for the group"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Autonomy)]
  - Meets the complexity bar: "Cross-project coordination and priorities"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Complexity)]
  - Meets the impact bar: "Group delivery and development"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Impact)]
  - Meets the decision rights bar: "Owns staffing, priorities, performance for the group"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Decision rights)]
  - Meets the leadership bar: "Manages a team; sometimes manages leads"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Leadership)]