Goal templates — Sales - Customer Success Manager (M2)

Sales - Customer Success · General · 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.

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
Supervise, coach, and develop a team of Customer Success Managers or Specialists	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Monitor key customer success metrics	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Guide the team in conducting business reviews with major accounts	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Develop strategies to enhance customer satisfaction	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Ensure alignment of customer success strategies with company goals	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Facilitate communication between customer success teams and other departments	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Identify opportunities for process improvements	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩
Oversee customer onboarding and retention strategies	Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"	⟨target⟩	⟨date⟩

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1. Area: Supervise, coach, and develop a team of Customer Success Managers or Specialists  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

2. Area: Monitor key customer success metrics  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

3. Area: Guide the team in conducting business reviews with major accounts  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

4. Area: Develop strategies to enhance customer satisfaction  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

5. Area: Ensure alignment of customer success strategies with company goals  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

6. Area: Facilitate communication between customer success teams and other departments  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

7. Area: Identify opportunities for process improvements  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   Target:   ⟨target⟩   Due: ⟨date⟩

8. Area: Oversee customer onboarding and retention strategies  [source: responsibility (component)]
   Standard: Consistent with this level's decision rights: "Owns staffing, priorities, performance for the group"
   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.

Learning & growth

Proficiency: "Speaking"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Active Listening"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Persuasion"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Management of Personnel Resources"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Social Perceptiveness"→ ⟨target⟩ by ⟨date⟩
Proficiency: "Service Orientation"→ ⟨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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Learning & growth
  - Proficiency: "Speaking"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Active Listening"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Persuasion"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Management of Personnel Resources"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Social Perceptiveness"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]
  - Proficiency: "Service Orientation"  →  ⟨target⟩ by ⟨date⟩   [source: O*NET skill (MF-118 KSA)]

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)]