CSM Coaching Review

Goal

Analyze CSM call or performance data to produce a coaching review that identifies key strengths, the highest-leverage improvement gaps, and specific, time-bound coaching actions.

Trigger

Use after a CSM call review, QBR, or performance data pull — whenever a manager needs to prepare a structured coaching session.

Steps

1. 1

   Ingest the raw CSM performance data or call notes below and identify what type of input it is (call transcript, scorecard, activity metrics, deal notes, etc.): $performance_data

   • □Input type is identified (call transcript, metrics, scorecard, etc.)
   • □Key CSM behaviors and outcomes visible in the data are noted
2. 2

   Extract 2–4 concrete strengths demonstrated by the CSM. Anchor each strength to a specific moment, metric, or behavior from the data. Avoid generic praise — be precise about what they did well and why it matters to customer outcomes.

   • □Each strength is tied to a specific evidence point from the data
   • □Impact on customer relationship or retention is noted
3. 3

   Identify the top 2–3 performance gaps — prioritized by leverage (i.e., which gaps, if closed, would have the highest impact on retention, expansion, or customer health). Describe the gap, the observed behavior, and the ideal behavior.

   • □Gaps are ranked by business impact, not just frequency
   • □Each gap includes observed behavior vs. expected behavior
   • □Root cause or contributing factor is noted where possible
4. 4

   For each identified gap, generate one specific coaching action the manager can assign. Each action should include: the skill or behavior to develop, a concrete practice method (role-play, shadowing, template use, etc.), and a suggested timeframe or check-in milestone.

   • □Every gap maps to exactly one coaching action
   • □Each action is concrete and assignable, not vague advice
   • □A timeframe or follow-up trigger is included
5. 5

   Write a 2–3 sentence coaching session opener the manager can use to frame the conversation — acknowledging the CSM's strengths, signaling the focus area, and setting a collaborative tone. Avoid deficit framing.

   • □Opener leads with a genuine strength
   • □Transition to coaching focus is non-threatening and forward-looking
6. 6

   Produce the final coaching review as a clean, structured document the manager can bring directly into the 1:1. Sections: Summary Snapshot, Strengths, High-Leverage Gaps, Coaching Actions Table, and Session Opener.

   • □All five sections are present and complete
   • □Coaching Actions Table shows Gap → Action → Method → Timeline
   • □Document is concise enough to use in a 30-minute session

Output format

Deliver a structured coaching review document with five clearly labeled sections: (1) Summary Snapshot — 2 sentences on overall performance, (2) Strengths — bulleted, evidence-anchored, (3) High-Leverage Gaps — bulleted with observed vs. ideal behavior, (4) Coaching Actions Table — columns for Gap, Action, Method, and Timeline, (5) Session Opener — 2–3 sentences ready to read aloud. Keep the total under 600 words.