| 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
- CSAM is accountable for outcomes and orchestration, NOT day-to-day delivery execution.
- Delivery owner must be explicitly named; critical dependencies must be visible and tracked.
- CSAM is NOT responsible for partner staffing, technical solution design, or delivery task management.
- Milestones should NOT move to committed without CSAM execution-readiness confirmation.
- CSAM owns Unified expectation management and early risk surfacing, not technical workarounds.
- 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)
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)
