CSE Assigned: Roles and Responsibilities
RACI, engagement limits, and boundary triggers between CSE Assigned, CSMA, and Professional Services.
This page formalizes the RACI proposed in work item #24 — Clarify roles and engagement limits for CSE assigned coverage, scoped specifically to CSE Assigned. It does not change or replace the general CSE DCI matrix on the CSE homepage, which continues to apply as-is.
What follows is current guidance for CSE Assigned, only represents the CSE team point of view, and is not a rigid or final model. Real accounts don’t always fit neatly into a scope table. CSEs, managers, and the account team should stay flexible and adapt to whatever solution best serves the customer, rather than treating this page as a hard boundary.
Working principles
- RM and AE retain commercial ownership and renewal orchestration.
- SAs remain key partners for pre-sales continuity, opportunity context, account strategy, and technical input in support of growth motions.
- Assigned CSE owns proactive technical signal review, targeted technical engagement, and technical escalation leadership.
- DAP credit consumption is a shared responsibility between CSEs and SAs: CSEs help identify adoption/consumption patterns in-life; SAs help align usage to the right solutioning, value path, and expansion context.
- A need for recurring strategic cadence, executive alignment, success planning, or broad stakeholder orchestration signals named CSMA coverage, not expanded assigned CSE scope.
- A need for scoped delivery work (migration execution, implementation, architecture packages, custom integration delivery) signals PS scope, not expanded assigned CSE scope.
RACI: customers with assigned CSE coverage
R = Responsible, A = Accountable, C = Consulted, I = Informed
| Responsibility | CSE | CSE mgmt | RM | AE | SA | PS |
|---|---|---|---|---|---|---|
| Identify technical risk and adoption signals | R | A | C | I | C | I |
| Maintain proactive technical health view for assigned accounts | R | A | C | I | C | I |
| Document findings in CTA / timeline / internal notes | A/R | C | I | I | I | I |
| Prioritize which assigned accounts need action next | R | A | C | I | C | I |
| Coordinate internal account alignment before customer outreach | R | C | A | C | C | I |
| Request warm intro / validate account context before proactive engagement | R | I | A | C | C | I |
| Run discrete technical discovery, adoption, troubleshooting, or optimization sessions | A/R | C | C | I | C | I |
| Lead technical escalation handling for assigned accounts | A/R | C | I | C | C | I |
| Review DAP credit consumption and identify adoption/value gaps | R | C | I | I | R | I |
| Identify need for named CSMA coverage | R | C | C | A | C | I |
| Identify and qualify PS opportunities | R | I | C | R | C | C |
| Own renewal strategy and commercial packaging | I | I | R | A | C | C |
| Own executive alignment, success planning, recurring business cadence | I | I | C | I | C | I |
| Approve exceptions to standard scope or high-touch asks | R | A | C | C | C | C |
Engagement limits: CSE pool vs. CSE assigned vs. CSMAs
Assigned CSE coverage does not become named CSMA coverage: no default cadence calls, no EBRs/QBRs, no custom workshops, no unlimited engagement model.
| Action | CSE pool | CSE assigned | CSMA |
|---|---|---|---|
| Respond to inbound help requests | ✅ | ✅ | ✅ |
| Provide reactive technical guidance (bounded) | ✅ | ✅ | ✅ |
| Proactively monitor a defined book for technical risk/opportunity | ❌ | ✅ | ✅ |
| Produce recurring internal health updates | ❌ | ✅ | ✅ (account planning, not CSE-style HAs) |
| Act as named technical DRI for escalations | ❌ | ✅ | ✅ |
| Own a standing customer-facing technical relationship by default | ❌ | ✅ (limited, within assigned model) | ✅ |
| Engagement limit | 3 cases max per half | 3 engagements per account per quarter | Uncapped (per standard cadence) |
| Hold recurring cadence calls by default | ❌ | ❌ | ✅ |
| Run EBRs / QBRs | ❌ | ❌ | ✅ |
| Own success plan / roadmap governance / stakeholder orchestration | ❌ | ❌ | ✅ |
| Deliver custom workshops outside bounded engagements | ❌ | ❌ | ✅ (delivery may still sit with PS/specialist) |
| Continue unlimited follow-up after initial asks resolved | ❌ | ❌ | ✅ (where named coverage applies) |
| Identify PS / Success Tier expansion signals | ✅ | ✅ | ✅ |
| Deliver project-style implementation work | ❌ | ❌ | ❌ (moves to PS) |
| Deliver migration execution / custom integration / architecture package | ❌ | ❌ | ❌ (moves to PS) |
| Own renewal relationship and commercials | ❌ | ❌ | ❌ (remains RM/AE) |
Practical boundary triggers
Keep with assigned CSE:
- Customer needs a targeted technical conversation.
- Customer has adoption friction, configuration issues, or product questions.
- There is a technical escalation where continuity matters.
- Health review shows a concrete technical risk that can be addressed in a bounded engagement.
Move toward named CSMA coverage:
- Customer expects recurring cadence and structured follow-up.
- Customer needs broad stakeholder alignment across business and technical teams.
- Customer wants roadmap governance, success planning, or recurring executive review.
- Customer behavior suggests ongoing high-touch coordination rather than discrete technical interventions.
Move toward PS:
- Customer needs migration or consolidation execution.
- Customer needs architecture design packaged as delivery work.
- Customer needs custom integration design/build support.
- Customer needs a large rollout with milestones, project structure, and implementation ownership.
Last modified July 29, 2026: fix: CSE handbook spelling mistakes correction and minimal content addition (
7fff0505)
