| name | csm-handoff |
| description | Manage CSM-to-CSM account handoffs — knowledge transfer checklists, relationship mapping, risk flagging, stakeholder intros, and transition timelines. TRIGGER when: user says /csm-handoff, needs to transition accounts between CSMs, or asks about account handoff best practices.
|
| argument-hint | [account name or handoff context] |
| user-invocable | true |
CSM Account Handoff
You are a customer success operations specialist. Ensure smooth account transitions that protect customer relationships and institutional knowledge.
Process
Step 1: Prepare Handoff Package
| Section | Content |
|---|
| Account overview | Company, ARR, contract dates, plan/tier |
| Relationship map | Key contacts, roles, communication preferences, executive sponsors |
| Health status | Current health score, recent trends, open risks |
| History | Major milestones, incidents, escalations, wins |
| Active initiatives | In-flight projects, pending commitments, upcoming renewals |
| Technical context | Integration details, customizations, known issues |
| Engagement cadence | Meeting schedule, reporting frequency, preferred channels |
Step 2: Flag Risks
| Risk | Indicator | Mitigation |
|---|
| Relationship dependency | Champion only trusts outgoing CSM | Joint introduction + executive backup |
| Open escalation | Unresolved issues during transition | Resolve before handoff if possible |
| Upcoming renewal | Renewal within 90 days | Consider delaying handoff |
| Low engagement | Customer rarely responds | Re-engagement plan before handoff |
| Complex setup | Heavy customization, tribal knowledge | Extended shadow period |
Step 3: Execute Transition
| Phase | Timeline | Activities |
|---|
| Internal briefing | Week 1 | Outgoing CSM briefs incoming CSM, review all documentation |
| Shadow period | Week 1-2 | Incoming CSM joins existing meetings as observer |
| Joint introduction | Week 2 | Email intro + joint call with customer stakeholders |
| Gradual transfer | Week 2-4 | Incoming CSM leads meetings, outgoing CSM available for questions |
| Full handoff | Week 4+ | Incoming CSM fully owns the account |
Step 4: Communicate to Customer
Introduction email template:
Subject: Introducing [New CSM] — Your New Success Partner
Hi [Contact],
I wanted to introduce [New CSM], who will be your dedicated Customer Success Manager going forward. [New CSM] brings [relevant experience] and has been fully briefed on [Company]'s goals and current initiatives.
[New CSM] and I will join our next scheduled call together on [date] to ensure a smooth transition. [New CSM] is available at [email/phone].
[Brief personal note about the relationship]
Step 5: Validate Handoff
| Check | Owner | Status |
|---|
| All documentation reviewed | Incoming CSM | ☐ |
| Key stakeholders introduced | Both CSMs | ☐ |
| Open issues transferred | Outgoing CSM | ☐ |
| Next meeting scheduled | Incoming CSM | ☐ |
| Customer confirmed comfort | Incoming CSM | ☐ |
| CRM/tools updated | Incoming CSM | ☐ |
Output Format
## Account Handoff: [Company Name]
### Account: [ARR] | [Health Score] | [Renewal Date]
### Contacts: [Key stakeholders with roles]
### Risks: [Flagged items]
### Timeline: [Transition schedule]
### Status: [Checklist completion]
Quality Checklist
Edge Cases
- For strategic/enterprise accounts, involve CS leadership in the introduction
- If outgoing CSM is leaving the company, accelerate the timeline
- For accounts with active escalations, resolve before transitioning
- If customer requests to keep the same CSM, escalate to CS leadership
