Goal templates — Customer Success — M5

Customer Success · Customer Success · M5 — Senior Director

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 (M5)

Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes

Specific: Deliver: "Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
Relevant: Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
Time-bound: ⟨date⟩

JFM responsibility (M5)

Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide

Specific: Deliver: "Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
Relevant: Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
Time-bound: ⟨date⟩

JFM responsibility (M5)

Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning

Specific: Deliver: "Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
Relevant: Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
Time-bound: ⟨date⟩

JFM responsibility (M5)

Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities

Specific: Deliver: "Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
Relevant: Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
Time-bound: ⟨date⟩

JFM responsibility (M5)

Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring

Specific: Deliver: "Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
Relevant: Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
Time-bound: ⟨date⟩

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1. Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes  [source: JFM responsibility (M5)]
   Specific:    Deliver: "Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
   Time-bound:  ⟨date⟩

2. Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide  [source: JFM responsibility (M5)]
   Specific:    Deliver: "Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
   Time-bound:  ⟨date⟩

3. Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning  [source: JFM responsibility (M5)]
   Specific:    Deliver: "Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
   Time-bound:  ⟨date⟩

4. Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities  [source: JFM responsibility (M5)]
   Specific:    Deliver: "Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
   Time-bound:  ⟨date⟩

5. Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring  [source: JFM responsibility (M5)]
   Specific:    Deliver: "Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Solves complex org-wide retention and adoption problems, defining the segmentation and engagement methods that govern the function."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M5 — Senior Director.
   Time-bound:  ⟨date⟩

OKRs

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

JFM responsibility (M5)

Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes"
Evidence at this level's scope bar: "Multiple functions or a large department" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M5)

Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide"
Evidence at this level's autonomy bar: "Owns multi-year strategy for the area" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M5)

Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning"
Evidence at this level's complexity bar: "Org-level trade-offs and investment" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M5)

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities"
Evidence at this level's impact bar: "Multi-function results" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M5)

Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring"
Evidence at this level's decision rights bar: "Owns investment and org design across functions" — ⟨target⟩ by ⟨date⟩

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Objective 1: Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes  [source: JFM responsibility (M5)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes"
  KR2. Evidence at this level's scope bar: "Multiple functions or a large department" — ⟨target⟩ by ⟨date⟩

Objective 2: Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide  [source: JFM responsibility (M5)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide"
  KR2. Evidence at this level's autonomy bar: "Owns multi-year strategy for the area" — ⟨target⟩ by ⟨date⟩

Objective 3: Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning  [source: JFM responsibility (M5)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning"
  KR2. Evidence at this level's complexity bar: "Org-level trade-offs and investment" — ⟨target⟩ by ⟨date⟩

Objective 4: Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities  [source: JFM responsibility (M5)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities"
  KR2. Evidence at this level's impact bar: "Multi-function results" — ⟨target⟩ by ⟨date⟩

Objective 5: Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring  [source: JFM responsibility (M5)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring"
  KR2. Evidence at this level's decision rights bar: "Owns investment and org design across functions" — ⟨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
Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes	Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."	⟨target⟩	⟨date⟩
Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide	Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."	⟨target⟩	⟨date⟩
Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning	Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."	⟨target⟩	⟨date⟩
Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities	Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."	⟨target⟩	⟨date⟩
Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring	Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."	⟨target⟩	⟨date⟩

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1. Area: Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes  [source: JFM responsibility (M5) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."
   Target:   ⟨target⟩   Due: ⟨date⟩

2. Area: Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide  [source: JFM responsibility (M5) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."
   Target:   ⟨target⟩   Due: ⟨date⟩

3. Area: Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning  [source: JFM responsibility (M5) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."
   Target:   ⟨target⟩   Due: ⟨date⟩

4. Area: Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities  [source: JFM responsibility (M5) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."
   Target:   ⟨target⟩   Due: ⟨date⟩

5. Area: Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring  [source: JFM responsibility (M5) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines division-wide CS operating methods and program standards; decisions impact overall division retention economics and tooling investment."
   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

"Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes"→ ⟨target⟩ by ⟨date⟩
"Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide"→ ⟨target⟩ by ⟨date⟩
"Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning"→ ⟨target⟩ by ⟨date⟩
"Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities"→ ⟨target⟩ by ⟨date⟩
"Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring"→ ⟨target⟩ by ⟨date⟩

Role calibration

Meets the scope bar: "Multiple functions or a large department"→ ⟨target⟩ by ⟨date⟩
Meets the autonomy bar: "Owns multi-year strategy for the area"→ ⟨target⟩ by ⟨date⟩
Meets the complexity bar: "Org-level trade-offs and investment"→ ⟨target⟩ by ⟨date⟩
Meets the impact bar: "Multi-function results"→ ⟨target⟩ by ⟨date⟩
Meets the decision rights bar: "Owns investment and org design across functions"→ ⟨target⟩ by ⟨date⟩
Meets the leadership bar: "Leads directors and managers"→ ⟨target⟩ by ⟨date⟩

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Internal process
  - "Direct the customer-success function across the division through subordinate managers, owning division-wide GRR/NRR, churn, and time-to-value outcomes"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M5)]
  - "Define the division's customer-success operating methods — segmentation model, engagement tiers, and the standards under which CSM playbooks and health-scoring frameworks are adopted org-wide"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M5)]
  - "Influence executives and major customers on strategic retention, adoption, and roadmap priorities, representing CS in company-wide planning"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M5)]
  - "Set the division's CS budget, headcount, and tooling investments across the CRM/CS platform stack (Salesforce, Gainsight, Totango, ChurnZero) including AI predictive-health and sentiment-analysis capabilities"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M5)]
  - "Resolve complex, recurring escalations that span functions, defining standards that prevent systemic churn drivers from recurring"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M5)]

Role calibration
  - Meets the scope bar: "Multiple functions or a large department"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Scope)]
  - Meets the autonomy bar: "Owns multi-year strategy for the area"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Autonomy)]
  - Meets the complexity bar: "Org-level trade-offs and investment"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Complexity)]
  - Meets the impact bar: "Multi-function results"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Impact)]
  - Meets the decision rights bar: "Owns investment and org design across functions"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Decision rights)]
  - Meets the leadership bar: "Leads directors and managers"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Leadership)]