Performance review
Company: Brightwater Analytics
Employee: Amara Okafor
Job title: Customer Success Manager
Reviewer: Daniel Costa, Head of Customer Success
Review period: 1 January to 30 June 2026
Review meeting: 14 July 2026
This review looks at how Amara Okafor has done in the role of Customer Success Manager during the review period. It is based on facts and examples from the period, and not on impressions. It has been discussed with the employee in the review meeting, and the employee has had the chance to add their own comments before it is signed. The purpose of the review is to recognise good work, to be clear about what needs to improve, and to agree what happens next.
1. Ratings by competency
Each competency is rated on the scale below, and the evidence column gives the examples behind the rating.
A rating describes the work in this period only. It does not predict the future and it is not a comment on the person. If a competency is not part of the job, it is left empty. Where the rating is above or below 3, the evidence should say why.
Rating scale
- 4 Exceeds expectations. The work is consistently above what the job needs, and others learn from it.
- 3 Meets expectations. The work is what the job needs, with only small points to improve.
- 2 Partly meets expectations. The work is acceptable in some respects, but there are clear gaps to close.
- 1 Below expectations. The work is not yet at the level the job needs, and support and a clear plan are needed.
| Competency | Rating | Evidence |
|---|---|---|
| Quality of work | Rating for quality of work (optional) | Work is accurate and complete. Two client reports needed corrections in March. |
| Communication | Rating for communication (optional) | Clear in writing and in meetings. Clients praise the plain explanations. |
| Teamwork | Rating for teamwork (optional) | Shares knowledge and helps new colleagues without being asked. |
| Initiative and problem solving | Rating for initiative and problem solving (optional) | Proposed the new onboarding checklist, now used by the whole team. |
| Reliability and time management | Rating for reliability and time management (optional) | Meets deadlines. Client notes are sometimes added late. |
2. Goals from the last period and the results
These are the goals agreed for the review period, with the result for each.
Goals that were reached, goals that were reached in part and goals that were not reached are all listed. Where a goal was missed, the result also says why, for example if priorities changed during the period or if the goal depended on someone else.
Renewal rate of 92 percent: reached 94 percent.
Onboard 12 new clients: onboarded 10, two moved to next quarter at the clients' request.
Cut reply time to under 4 hours: reached 3 hours on average.
3. Achievements
This section records what the employee did in the period that went beyond the goals, or that made a real difference to the team, the customers or the company.
Led the move of 14 clients to the new product in May with no lost accounts. Wrote the onboarding guide now used by new hires.
4. Strengths
These are the things the employee does well and that the company wants to see continue. They are described with examples, so that the employee knows what to keep doing.
Calm with upset clients. Explains technical issues in plain words. Helps new colleagues without being asked.
5. Areas to develop
Client notes are sometimes added late, which makes handovers harder. Could say no earlier to requests that are out of scope.
These points are meant to help the employee grow in the role. Where an area needs action, it is included in the development plan below.
Each area is described with the example it is based on. The reviewer has told the employee about each one before this review, and none comes as a surprise. If an area affects the employee's results, it is also reflected in the ratings above.
6. Development plan
The actions below are agreed between the employee and the reviewer. Each has a date, so that progress can be checked at the next review or earlier at a regular one-to-one meeting.
The employee is responsible for doing the work in each action. The reviewer and the company are responsible for the support listed, for making time for it and for checking progress.
| Action | By when | Support from the company |
|---|---|---|
| Complete the account planning course | 30 September 2026 | Course fee paid by the company |
| Add client notes within one working day of each call | From 1 August 2026 | Monthly check by the reviewer |
| Train one new colleague on onboarding | 31 December 2026 | Two hours a week set aside |
Support and development: Budget for the account planning course. A monthly one-to-one with a senior colleague.
7. Goals for the next period
Goals come from the needs of the team and the company, and they are agreed with the employee, not simply given. If priorities change during the period, the goals are changed in writing, so that the employee is never judged on a goal that no longer applies.
The goals below are specific, so that both sides can see at the next review whether they were reached.
Keep the renewal rate above 92 percent.
Complete the account planning course by 30 September.
Train one new colleague.
8. Overall rating
Overall rating
Results on the three main goals were met or exceeded. The rating is held at meets expectations because client notes were late in several months.
The rating describes the work in this period against what the job needs. It is based on the results and examples above, and it is not a judgement on the person. It may be used in decisions about pay, development and promotion only as the policy of the company and the law where the employee works allow.
9. Employee's comments
I agree with the review. I would like more time to write client notes during the week.
The employee may add comments to this review, and may ask for a point to be changed if they believe it is wrong or unfair. If they do not agree with the review, they can say so here, or raise it with the reviewer's manager or with HR under the company's own process.
Signatures
By signing, the employee confirms that the review was discussed with them. It does not mean they agree with every point.
Reviewer: Daniel Costa, Head of Customer Success
Signature: ______________
Date: ______________
Employee: Amara Okafor
Signature: ______________
Date: ______________