CSE Assigned

View the CSE Handbook homepage for additional CSE-related handbook pages.

Customer Success Engineering · Proactive Motion

CSE Assigned is a proactive motion in which a named Customer Success Engineer owns recurring health assessments and risk management for a defined book of accounts. It is one of three CSE motions, designed so that every qualifying account without a named CSM/CSA has a dedicated technical owner who spots adoption blockers and technical issues early, without requiring a case to be opened.

Each CSE owns a defined book of accounts, conducting recurring health assessments that evaluate product adoption, technical risk, and customer health. The CSE works as a technical extension of the account team, closely aligned with the account’s Renewals Manager and Account Executive, surfacing risk signals, managing escalations, and flagging growth opportunities, without requiring a case or ticket from the customer.

This motion sits between the Pooled motion (reactive, case-based coverage) and Success Tiers (paid, high-touch engagements). CSE Assigned is included in the customer’s contract at no additional cost. It is not a replacement for Success Tiers. When a customer requests deeper engagement, that’s a Success Tiers opportunity for the AE.

Eligibility: CSE Assigned covers qualifying accounts without a CSM or CSA. For eligibility threshold, consult the internal handbook. The practical limit is capacity: each CSE carries a defined book of accounts, so coverage is bounded by book size.

On this page

1. Who Is Covered & Scope of the Role
2. Roles and Responsibilities
3. Health Assessments & CTAs
4. Engagement & CSE vs. Success Tiers

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