Robert Statsky

Performance Improvement Plans (PIP)

Performance Improvement Plan (PIP) for underperforming CSM

Thoughts on PIPs

PIPs are normally the last step in the process. It’s important to performance manage the employee and provide feedback consistently at all times. 1:1 meetings are perfect for this. However, if there are consistent problems, and you’ve held a number of conversations its important to put the employee on a performance improvement plan.

You’re being judged in your ability to get your employees to perform. You are not benefitting the business or the employee if you are providing consistent feedback and nothing is changing.

While PIPs can be the beginning of the end for an employee, I have seen at multiple times in my career employees “come back” from PIPs. You don’t want it to be the kick that is needed but it could very well be the exact motivation some one needs to change their habits.

I am of the belief everyone is capable of change if they truly want to, but it must be a conscious choice on their part. The employee must ask themselves, do I want to do better, do I want to success in this role and is this what I want to do with the majority of my time each week. If the answer is yes, then the plan could detail exactly how to get there.

You should design your PIP to give the employee a shot to work their way to excellence. It should not be impossible or rigged. Your delivery of the PIP should be with the right intentions. If you have no intent on keeping an employee at all, work with leadership or HR and find a better way to perform the exit.

There are times you might truly like the employee on a personal level, there could be an attachment there from working together for a while or this person could be a team favorite. That said, if they are not performing you have a responsibility to rectify the situation.

Here are some examples of conducting a PIP I have used in the past:

60-Day Performance Improvement Plan for Underperforming Customer Success Manager

Objective:

The objective of this Performance Improvement Plan (PIP) is to support the development and improvement of the underperforming Customer Success Manager (CSM) at our SaaS company. By implementing this plan, we aim to enhance their skills and performance to meet the required standards. An objective with clear expectations is very important. You cannot be vague. You need to be very specific

Key Areas of Improvement:

  1. Customer Engagement and Relationship Management: The CSM should improve their communication and relationship-building skills to foster strong customer relationships and increase customer satisfaction.
    1. You conduct meaingful conversations with your customer to drive product adoption
    2. You are creating strategic plans for all your accounts
    3. You cover all your customers and are consistently updating your account notes in the CRM
  2. Metrics and KPIs The CSM should consistently track and analyze relevant metrics, providing accurate and timely reports to measure customer success and identify areas for improvement.
    1. 15 Account Touchpoints per Day
    2. 20 Accounts worked on per week
    3. 5 Phone Calls Per Day
    4. 20 Emails per day
    5. All calls recording in gong, the CRM, or over zoom

*You need to be super specific with a table what the exact KPIs and metrics need to be for each day, week, month across however long the PIP period is. You don’t want to be in a scenario where your metrics are challenged. Say things like “here is my minimum expectation on what I need from you while you’re on this plan.

Here is the support you’ll receive while working on this.

  1. Daily/Weekly support from a senior CSM who will guide and mentor you, allowing them to observe successful customer interactions and learn best practices.
  2. Weekly one-on-one meetings to provide constructive feedback, discuss progress, and address any challenges
  3. Continuously monitor the CSM’s performance metrics, providing regular updates and discussing areas of improvement.
  4. Formal meeting at the 30 and 60-day mark, conduct a comprehensive performance review to assess progress and determine if additional actions or support are required.

Expected Outcomes:

By the end of the 60-day Performance Improvement Plan, we expect the CSM to demonstrate significant improvement in goal setting, customer engagement, product knowledge, problem-solving, and metrics analysis. Their overall performance should align with the established standards, leading to improved customer satisfaction and success. If not, failure to complete this improvement could result in termination.

SAMPLE PLAN

Performance Improvement Plan (PIP) – Customer Success Manager

Employee Name: [Employee’s Name]

Position: Customer Success Manager

Date of Plan Issuance: [Date]

Review Period: 60 Days

Overview:

The purpose of this Performance Improvement Plan (PIP) is to address specific areas of concern and support the employee in achieving performance expectations as a Customer Success Manager at [Company Name]. The focus of this plan is on enhancing key competencies related to customer engagement, communication, and overall performance.

Performance Objectives (LIST OUT AREAS FOR IMPROVEMENT)

1. Customer Engagement:

  • Current State: Assess the employee’s current approach to customer engagement, including communication effectiveness and responsiveness.
  • Desired Outcome: Improve customer satisfaction and retention by enhancing engagement through timely and proactive communication.

2**. Goal Achievement:**

  • Current State: Review the employee’s performance against set goals and key performance indicators (KPIs).
  • Desired Outcome: Consistently meet or exceed established goals to contribute to the overall success of the Customer Success team.

3**. Time Management:**

  • Current State: Evaluate the employee’s ability to prioritize tasks and manage time effectively.
  • Desired Outcome: Improve time management skills to ensure efficient handling of customer inquiries and tasks.

Process Steps:

Weeks 1-2: Assessment and Feedback Session

  • Conduct a comprehensive review of recent customer interactions, performance metrics, and goal achievement.
  • Schedule a feedback session to discuss areas of improvement and set clear expectations for the upcoming weeks.

Weeks 3-4: Customer Engagement Training

  • Provide training sessions on effective customer engagement strategies, including communication best practices and building rapport.
  • Encourage the employee to participate in role-playing scenarios to practice improved communication.

Weeks 5-6: Product Knowledge Enhancement

  • Facilitate in-depth product training sessions to enhance the employee’s understanding of the SaaS product.
  • Encourage the use of knowledge resources and engage with the product development team for clarification on complex features.

Weeks 7-8: Goal Setting and Monitoring

  • Collaboratively set specific and measurable goals for the next performance period.
  • Establish regular check-ins to monitor progress and provide ongoing support.

Evaluation:

At the end of the 60-day period, a comprehensive performance review will be conducted to assess improvements in the identified areas. Based on the outcomes, further actions may be determined, including continued support, modification of goals, or other appropriate measures.

Employee Acknowledgment:

I, [Employee’s Name], acknowledge receipt and understanding of this Performance Improvement Plan. I am committed to actively participating in the outlined improvement steps to enhance my performance.

Employee’s Signature: ___________Date: __________

Supervisor’s Signature: __________Date: __________