CSM to CSE+ Account Transition Process

Overview

This process transitions customer accounts from dedicated CSM engagement to the CSE+ pooled support model.

Key Principles:

• CSE+ is an on-demand, pooled resource (not dedicated)
• Customer engagement is AE-led
• CSEs do NOT join customer transition calls
• Timeline: 3-4 weeks

Process Flow

graph TD
    Start([Customer Transitioning<br/>CSM to CSE+]) --> PreHandover[Pre-Handover Preparation]
    PreHandover --> DataCleanup[CSM Data Cleanup:<br/>- Close Success Plans & CTAs<br/>- Verify instances<br/>- Update systems]
    DataCleanup --> CreateIssue[Create GitLab Handover Issue<br/>with checklist & all links]
    CreateIssue --> CSEReview{CSE Territory Owner<br/>Gatekeeper Review}
    CSEReview -->|Issues Found| DataCleanup
    CSEReview -->|Approved| ManagerActions[Manager Actions:<br/>- Update tier<br/>- Adjust comp pool]
    ManagerActions --> HandoverCall[Internal Handover Call<br/>30-60 min]
    HandoverCall --> CustomerComm[Customer Communication]
    CustomerComm --> SendLetter[CSM sends letter via AE<br/>BCC: Gainsight]
    SendLetter --> NoCSECall[NO CSE participation<br/>in customer transition calls]
    NoCSECall --> Complete[Update Gainsight &<br/>Close Handover Issue]
    Complete --> CSEEngagement[CSE+ On-Demand Engagement<br/>via AE as needed]
    style Start fill:#e1f5ff
    style Complete fill:#d4edda
    style CSEEngagement fill:#d4edda
    style NoCSECall fill:#fff3cd
    style CSEReview fill:#fff3cd
    style DataCleanup fill:#f8d7da
    style ManagerActions fill:#f8d7da

Step-by-Step Process

1. Pre-Handover (Week 1-2) - CSM

Data Cleanup:

• Close all Success Plans and CTAs
• Verify instance classification (production vs non-production)
• Flag instances not pinging for 6+ months
• Update: Gainsight, Salesforce, GDocs, Gong

Create Handover Issue:

• Use template in CSM-to-CSE-Handover project
• Fill in all required info
• Add links: Collaboration Project, Customer Notes GDoc, Gong recordings
• Tag CSE Territory Owner with @mention
• Link issue in Gainsight Timeline

2. Review & Approval (Week 2)

CSE Territory Owner Review (within 3 business days):

• Check all Success Plans/CTAs closed
• Verify instance classification accurate
• Confirm systems up to date

Manager Actions (after CSE approval):

• Update account to TAM Scale tier
• Adjust compensation pool
• Check “Manager actions complete” in issue

3. Internal Handover (Week 2-3)

Handover Call (30-60 min | CSM + CSE Territory Owner):

• Review handover issue together
• Discuss Top 3 things to know
• Cover relationship dynamics and watch-outs
• Address questions
• Update issue and check “Handover call completed”

4. Customer Communication (Week 3) - CSM

Process:

1. Draft transition letter using approved template
2. Align timing with AE
3. Send letter (BCC: Gainsight email)
4. Update issue with send date
5. Address customer questions

Letter emphasizes:

• AE = primary contact
• CSE = on-demand via AE (pooled model, not dedicated)
• Self-service resources available
• ❗ CSEs do NOT join customer calls

5. Completion (Week 3-4) - CSM

• Update Gainsight Timeline (completion date, handover link, feedback)
• Remove customer from active book
• Get CSE+ sign-off in issue
• Close handover issue

Handover Issue Template

Create issues in CSM-to-CSE-Handover project.

## Account Information
**Customer:** _________________
**AE:** _________________
**Renewal Manager:** _________________
**Outgoing CSM:** _________________
**CSE Territory Owner:** @mention
**Handover Date:** _______

## Pre-Handover
- [ ] Success Plans closed
- [ ] CTAs resolved/closed
- [ ] Instances verified (Prod: ___ | Non-prod: ___)
- [ ] Systems up to date
- [ ] Link to Collaboration Project: [URL]
- [ ] Link to Customer Notes GDoc: [URL]
- [ ] Link to Gong recordings: [URL]

## Account Overview
- [ ] Health: ☐ Green ☐ Yellow ☐ Red | Why: __________________
- [ ] Next renewal: _______ | Risks: __________________
- [ ] Active issues/escalations: __________________

## Key People & Dynamics
| Name | Role | Notes |
|------|------|-------|
|      |      |       |

## Technical Setup
- [ ] Deployment: ☐ SaaS ☐ Self-managed
- [ ] Tier: _______ | Seats: _______
- [ ] Last ping date: _______
- [ ] Known issues: __________________

## Strategic Context
- [ ] Primary use case(s): ☐ SCM ☐ CI/CD ☐ DevSecOps ☐ Compliance
- [ ] Customer goals: __________________
- [ ] Current blockers: __________________

## Top 3 Things to Know (risks, expansion, on-going issues)
1. __________________
2. __________________
3. __________________

## Handover Status
- [ ] CSE Territory Owner review: ☐ Approved ☐ Needs fixes
- [ ] Manager actions complete
- [ ] Handover call completed: Date: _______
- [ ] Customer letter sent: Date: _______
- [ ] AE aligned: ☐ Yes
- [ ] Logged in Gainsight: ☐ Yes

## Sign-off
**CSM:** _________________ Date: _______
**CSE+:** _________________ Date: _______

/label ~"CSM to CSE+ Transition" ~"Handover"

RACI

R = Responsible | A = Accountable | C = Consulted | I = Informed

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