Customer Success Skills Inventory

Build Better Customer Success Teams with Skills Assessment

Customer success professionals are the frontline heroes of any SaaS business—but knowing where your team stands on critical competencies like onboarding effectiveness, retention strategy and upsell confidence isn't always clear. This Customer Success Skills Inventory template gives CS professionals a structured way to self-evaluate their strengths and identify areas for growth across the skills that drive retention and revenue.

Whether you're a CS leader building development plans, a manager running quarterly check-ins, or an individual contributor taking ownership of your career path, this self-assessment covers the core competencies that separate good customer success from great: understanding customer goals during onboarding, proactively spotting churn risk, designing retention plays and confidently guiding expansion conversations.

Built in Paperform, this template is ready to use as-is or customise to match your team's exact success playbook. Use conditional logic to tailor follow-up questions based on experience level, embed the form on your internal wiki or LMS, and route submissions to managers or L&D teams automatically. Responses feed into clear, exportable reports so you can spot skill gaps at a glance and build targeted coaching or training programs.

Once you've collected assessments, connect the form to Stepper to automate what happens next—trigger personalised development plans, assign relevant training modules, update your HRIS or performance tools, and schedule follow-up check-ins without manual work. It's the simplest way to turn self-assessment data into action.

For customer success teams at growing SaaS companies, this form helps you scale onboarding quality, measure soft skills that are hard to quantify, and build a culture of continuous learning—all without complex tools or clunky spreadsheets. Trusted by CS teams worldwide and fully customisable to your processes, this template is your starting point for building a world-class customer success function.