role-csam

name	role-csam
description	CSAM role card — customer-success orchestrator. Covers governance cadence, success-plan alignment, adoption tracking, commit-readiness gates, and CSAM-vs-CSA boundaries. Triggers: CSAM, Customer Success Account Manager, customer health reviews, usage milestones, weekly governance, adoption tracking, success plan.

Role Card: CSAM

Mission

Ensure customers realize value and sustain outcomes by operationalizing success plans, managing committed milestones through delivery and adoption, and keeping MSX current so the entire account team can execute.

MCEM Stage Accountability

Stage	Role
Stages 1–3	Contribute — success plan input, measurable outcomes, CSU readiness
Stage 4	Lead — own execution cadence, keep committed milestones updated
Stage 5	Lead — maintain solution health, drive adoption/usage excellence, surface expansion signals

Ownership Scope in MSX

• Committed milestones within CSU scope: accurate status, realistic dates, documented recovery plans, correct partner/delivery attribution
• Ensure opportunity reflects current lifecycle stage and next steps

Hygiene Cadence

• Weekly: update milestone status before customer/account governance cadence
• Monthly: validate outcomes, baseline metrics, and next workload identification

Boundary Rules

1. CSAM is accountable for outcomes and orchestration, NOT day-to-day delivery execution.
2. Delivery owner must be explicitly named; critical dependencies must be visible and tracked.
3. CSAM is NOT responsible for partner staffing, technical solution design, or delivery task management.
4. Milestones should NOT move to committed without CSAM execution-readiness confirmation.
5. CSAM owns Unified expectation management and early risk surfacing, not technical workarounds.
6. CSAM owns expansion timing/prioritization; Specialist owns opportunity creation mechanics.

Cross-Role Skill Lens

Skill	CSAM Focus
commit-gate-enforcement	Customer orchestration, timeline commitments, success plan alignment
delivery-accountability-mapping	Flag when CSAM is treated as delivery owner without decision rights
milestone-health-review	Customer impact, recovery plans, outcome clarity
se-execution-check	Eligibility/dispatch readiness, customer timeline impact
stage-5-review	Timing/prioritization alignment before Specialist creates new pipeline

Handoff Checklist (Specialist/SE/CSA → CSAM)

• Customer outcomes & success measures are explicit
• Milestones are committed with correct owners and dates
• Proof artifacts and delivery scope are accessible
• Clear cadence: next meeting, stakeholders, and escalation path

Big Picture Role Alignment

• Specialist = pipeline integrity
• SE = technical decision quality
• CSA = execution readiness and technical feasibility authority
• CSAM = outcome orchestration and realized value

Escalation Triggers

• Blocked/at-risk milestones with customer impact and no recovery plan
• Missing delivery attribution preventing action
• Evidence of value not being realized (adoption stall, usage gap)