This is how you can send reports to your leadership with risks and the latest timeline entries.

Where are those goals being captured so that you can report on it?

In Success Plans and on Timeline. I have explained it in the webinar. Here is a deep dive about it from a CSM at Gainsight:  https://pulselibrary.gainsight.com/video/success-for-all-verified-outcomes-success-plans

Are the goals strategic or tactical?

The customer goals should always be strategic and align with the highest stakeholder in the customer’s organization. Underneath that strategic goal, there are several different tactics you can undertake to achieve that goal. For example, 

1. Strategic Goal: Improve NPS
   1. Tactical: Make sure that the contact data is accurate to send surveys to the right contact
   2. Create personalize email template to the right stakeholder
   3. Have a close loop action and accountability for the survey scores and comments

Can you explain a bit more about pooled model?

These are some excellent resources from Gainsight around pool model for CSMs.

How do you weight or validate who the right people are? 

Understanding the right personas in your buying center:

1. Who is your executive sponsor? What are their titles? What do they care about?
2. Who is your adoption champion? Is your tool PLG oriented (slack) or top down oriented (Salesforce)? Based on the example, your adoption champions can be end users or execs or both.
3. CIO organizations are typically involved in Enterprise

For Gainsight, we have a few personas that we regularly connect with:

1. PAM: The Post Sales leader (title CCO, CRO)
2. SALLY: The Success leader (VP, CS)
3. ICHIRO: CIO
4. OLIVIA: The Operations leader (VP, Ops)
5. PRIA: The Product leader (VP, Product, CPO)