Goal templates — Customer Success — M6

Customer Success · Customer Success · M6 — Vice President

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 (M6)

Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success

Specific: Deliver: "Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
Relevant: Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
Time-bound: ⟨date⟩

JFM responsibility (M6)

Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve

Specific: Deliver: "Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
Relevant: Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
Time-bound: ⟨date⟩

JFM responsibility (M6)

Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters

Specific: Deliver: "Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
Relevant: Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
Time-bound: ⟨date⟩

JFM responsibility (M6)

Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy

Specific: Deliver: "Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
Relevant: Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
Time-bound: ⟨date⟩

JFM responsibility (M6)

Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes

Specific: Deliver: "Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes"
Measurable: Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
Achievable: Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
Relevant: Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
Time-bound: ⟨date⟩

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1. Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success  [source: JFM responsibility (M6)]
   Specific:    Deliver: "Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
   Time-bound:  ⟨date⟩

2. Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve  [source: JFM responsibility (M6)]
   Specific:    Deliver: "Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
   Time-bound:  ⟨date⟩

3. Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters  [source: JFM responsibility (M6)]
   Specific:    Deliver: "Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
   Time-bound:  ⟨date⟩

4. Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy  [source: JFM responsibility (M6)]
   Specific:    Deliver: "Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
   Time-bound:  ⟨date⟩

5. Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes  [source: JFM responsibility (M6)]
   Specific:    Deliver: "Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes"
   Measurable:  Move the metric this drives from ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩.
   Achievable:  Scoped to this level's jfm complexity/problem-solving rubric: "Tackles abstract, cross-functional lifecycle-economics problems, setting strategy where outcomes carry company-wide consequence."
   Relevant:    Advances the Customer Success · Customer Success mandate for a M6 — Vice President.
   Time-bound:  ⟨date⟩

OKRs

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

JFM responsibility (M6)

Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success"
Evidence at this level's scope bar: "A major function or division" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M6)

Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve"
Evidence at this level's autonomy bar: "Accountable for division strategy and outcomes" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M6)

Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters"
Evidence at this level's complexity bar: "Enterprise priorities and external factors" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M6)

Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy"
Evidence at this level's impact bar: "Division-wide / organization-wide" — ⟨target⟩ by ⟨date⟩

JFM responsibility (M6)

Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes

From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes"
Evidence at this level's decision rights bar: "Owns strategy, budget, and org for a division" — ⟨target⟩ by ⟨date⟩

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Objective 1: Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success  [source: JFM responsibility (M6)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success"
  KR2. Evidence at this level's scope bar: "A major function or division" — ⟨target⟩ by ⟨date⟩

Objective 2: Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve  [source: JFM responsibility (M6)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve"
  KR2. Evidence at this level's autonomy bar: "Accountable for division strategy and outcomes" — ⟨target⟩ by ⟨date⟩

Objective 3: Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters  [source: JFM responsibility (M6)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters"
  KR2. Evidence at this level's complexity bar: "Enterprise priorities and external factors" — ⟨target⟩ by ⟨date⟩

Objective 4: Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy  [source: JFM responsibility (M6)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy"
  KR2. Evidence at this level's impact bar: "Division-wide / organization-wide" — ⟨target⟩ by ⟨date⟩

Objective 5: Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes  [source: JFM responsibility (M6)]
  KR1. From ⟨baseline⟩ to ⟨target⟩ by ⟨date⟩ — tied to: "Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes"
  KR2. Evidence at this level's decision rights bar: "Owns strategy, budget, and org for a division" — ⟨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
Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success	Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."	⟨target⟩	⟨date⟩
Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve	Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."	⟨target⟩	⟨date⟩
Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters	Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."	⟨target⟩	⟨date⟩
Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy	Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."	⟨target⟩	⟨date⟩
Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes	Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."	⟨target⟩	⟨date⟩

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1. Area: Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success  [source: JFM responsibility (M6) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."
   Target:   ⟨target⟩   Due: ⟨date⟩

2. Area: Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve  [source: JFM responsibility (M6) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."
   Target:   ⟨target⟩   Due: ⟨date⟩

3. Area: Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters  [source: JFM responsibility (M6) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."
   Target:   ⟨target⟩   Due: ⟨date⟩

4. Area: Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy  [source: JFM responsibility (M6) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."
   Target:   ⟨target⟩   Due: ⟨date⟩

5. Area: Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes  [source: JFM responsibility (M6) — reused, no distinct responsibility content]
   Standard: Consistent with this level's jfm knowledge-application rubric: "Defines the long-term, multi-division customer-success operating model and value-realization strategy with lasting effect on company retention and growth."
   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

"Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success"→ ⟨target⟩ by ⟨date⟩
"Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve"→ ⟨target⟩ by ⟨date⟩
"Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters"→ ⟨target⟩ by ⟨date⟩
"Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy"→ ⟨target⟩ by ⟨date⟩
"Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes"→ ⟨target⟩ by ⟨date⟩

Role calibration

Meets the scope bar: "A major function or division"→ ⟨target⟩ by ⟨date⟩
Meets the autonomy bar: "Accountable for division strategy and outcomes"→ ⟨target⟩ by ⟨date⟩
Meets the complexity bar: "Enterprise priorities and external factors"→ ⟨target⟩ by ⟨date⟩
Meets the impact bar: "Division-wide / organization-wide"→ ⟨target⟩ by ⟨date⟩
Meets the decision rights bar: "Owns strategy, budget, and org for a division"→ ⟨target⟩ by ⟨date⟩
Meets the leadership bar: "Leads the leadership of a division"→ ⟨target⟩ by ⟨date⟩

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Internal process
  - "Lead the customer-success organization across multiple functions or divisions through senior managers, owning the long-term retention and expansion strategy tied to company success"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M6)]
  - "Define the multi-year customer-success operating model and value-realization strategy, shaping how post-sale engagement and the supporting tool stack scale as the company and product portfolio evolve"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M6)]
  - "Negotiate with executives and strategic enterprise customers on critical retention, roadmap, and partnership matters"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M6)]
  - "Influence company policy on customer-lifecycle economics, advising leadership on NRR/churn trajectory, investment trade-offs, and AI-driven engagement strategy"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M6)]
  - "Establish the cross-functional governance that aligns CS with sales, product, and support on the abstract, org-wide problems affecting customer outcomes"  →  ⟨target⟩ by ⟨date⟩   [source: JFM responsibility (M6)]

Role calibration
  - Meets the scope bar: "A major function or division"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Scope)]
  - Meets the autonomy bar: "Accountable for division strategy and outcomes"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Autonomy)]
  - Meets the complexity bar: "Enterprise priorities and external factors"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Complexity)]
  - Meets the impact bar: "Division-wide / organization-wide"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Impact)]
  - Meets the decision rights bar: "Owns strategy, budget, and org for a division"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Decision rights)]
  - Meets the leadership bar: "Leads the leadership of a division"  →  ⟨target⟩ by ⟨date⟩   [source: level dimension (Leadership)]