CSE Assigned: Who Is Covered & Scope of the Role
Who is covered
CSE Assigned covers accounts at $100K+ ARR that do not have a CSM or CSA. Each CSE carries approximately 50 accounts, aligned to RM/RD territory; coverage is bounded by that capacity rather than by an upper ARR band. Account assignments are visible in the “Scale CSE” field on the Account and Opportunity objects in Salesforce. Coverage questions and gaps go to #ask-cse-coverage.
Scope of the role
CSE Assigned owns the technical health layer of an account. It does not replace the account team’s relationship function or the depth of engagement available through paid Success Tiers.
| CSE Assigned does | CSE Assigned does not |
|---|---|
| Run recurring health assessments on adoption signals and technical risk | Run EBRs or QBRs |
| Own end-to-end escalation management for assigned accounts, as the escalation DRI | Deliver Success Plans or Success Tier engagements |
| Partner with the account team (AE, RM, SA) and engage customers directly when work requires it | Act as a relationship manager or CSM substitute |
| Flag growth opportunities for the account team to action | Provide unlimited engagement, proactive work is capped at three engagements per account per quarter (see Engagement & CSE vs. Success Tiers) |
| Surface product-centric risk signals that feed existing account team conversations | Fulfill a customer’s request for deeper advisory. That’s a Success Tiers conversation for the AE |
Escalation ownership
For CSE Assigned accounts specifically, the assigned CSE is the escalation DRI. This does not change how Pool escalations are handled: the regional CSE leader remains DRI for Pool. See the Customer Success Escalations Process page for the full escalation process; that page will need a follow-up update to reflect this split.
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