Who this is for
People Ops and Customer Success managers who need a shared meaning of IC1, IC2, and IC3. Sized for a 20 to 200 person company that already does the work and needs the standards written down.
Function template
Customer Success competency framework template
This Customer Success Function defines communication, ownership, adoption, and renewal health with evidence a manager can cite. Use it as a starting draft, then edit names, levels, and examples to match how your team actually works.
Published by Peasy HRPublished 18 Aug 2026Updated 18 Aug 2026
How to customize it
Keep portable competency names if they fit, then rewrite Function descriptions and examples around your tools, artifacts, and review cycle. Add a manager track in the builder only if you will assess people leadership in this Function.
Explore the Function template
Customer Success
Function
Role track
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4 competencies2 categories3 Individual Contributor levels
Customize this Function template
Open the free builder with Customer Success already selected. Edit the draft, generate missing detail, and export when it reads true for your team.
Customize this Function templateCommon questions
Does this replace your live ladder?
No. It is a public example you copy into the builder. Your company Function becomes the live standard only after you edit, review, and publish it.
Why only IC1 to IC3?
Those three levels show a real ladder: guided work, independent delivery, and multi-team standards. Add higher levels in the builder if your company uses them.
Can we change competency names?
Yes. Every word is editable. Portable names help related Functions stay consistent, but they are not locked.
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Positive feedback is useful when it identifies a behavior worth repeating and the effect it had. Give quiet, preventive, and collaborative work the same evidence standard as visible delivery.
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