CSE Assigned
View the CSM Handbook homepage for additional CSM/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 to close the retention gap for accounts that don’t have a named CSM/CSA, by ensuring every qualifying account has a dedicated technical owner without requiring a case to be opened.
Each CSE owns a book of approximately 50 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, surfacing risk signals, managing escalations, and flagging growth opportunities, without requiring a case or ticket from the customer.
This motion sits between the Pool 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 any account at $100K+ ARR, and there is no upper ARR ceiling. The practical limit is capacity: each CSE carries roughly 50 accounts, so coverage is bounded by book size, not by an ARR band.
On this page
- Who Is Covered & Scope of the Role
- Roles and Responsibilities
- Operating Rhythm
- Health Assessments & CTAs
- Engagement & CSE vs. Success Tiers
- Questions & Answers
- Tools & Resources
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