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...he same way regardless of who owns the account — but the three most common customer-facing titles differ in what they're actually equipped, and expected, to do ==Customer Success Manager (CSM)== ...

...infrastructure and managed services. Long enough to have been the person a customer calls right after they've already tried turning it off and on again, and so ...g LLM-powered automation and AI agent frameworks for technical support and customer engineering — the kind of tooling I wish had existed earlier in my career. ...

...esponse procedures, and a blameless review when something breaks. Customer Success hasn't caught up, and the gap shows up as surprise churn. ...ortem instead of a shrug. The Playbook applies that same discipline to the customer relationship instead of the AWS account. ...

...me-to-value clock, and skipping that discipline because "they're already a customer" is how expansion deals quietly become the next churn risk. Route an expand [[Category:Customer Success Manager]] ...

...or use cases rather than a big-bang launch, and a named rescue path if the customer isn't live on schedule. A customer who hits their onboarding target moves cleanly into [[Adopt]]. One who does ...

...never improve, and the same account failure mode repeats with a different customer's name on it every quarter. ...ility (Customer Health Scoring)|health score]] input, a revised [[SLOs for Customer Outcomes|SLO]]. A postmortem with no resulting change didn't do its job. ...

...o the fix doesn't depend on which engineer happens to be on call. Customer Success mostly still runs on tribal knowledge — the best CSM on the team knows exac * '''Owner''' — the role responsible for running it (see [[CSM vs TAM vs Customer Engineer]]) ...

...never adopts the workflows that create switching cost. The point where the customer can articulate, in their own words and ideally with their own numbers, what ...ayer of Customer Success — it tells you the state of an account before the customer has to tell you themselves. A health score that only measures sentiment is ...

Vague goals ("delight the customer," "drive adoption") can't be measured or missed. Real targets for this phas [[Category:Customer Success Manager]] ...