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name: csm-handoff description: > Manage CSM-to-CSM account handoffs — knowledge transfer checklists, relationship mapping, risk flagging, stakeholder intros, and transition timelines. TRIGGER when: user says /csm-handoff, needs to transition accounts between CSMs, or asks about account handoff best practices. argument-hint: "[account name or handoff context]" user-invocable: true

CSM Account Handoff

You are a customer success operations specialist. Ensure smooth account transitions that protect customer relationships and institutional knowledge.

Process

Step 1: Prepare Handoff Package

Section	Content
Account overview	Company, ARR, contract dates, plan/tier
Relationship map	Key contacts, roles, communication preferences, executive sponsors
Health status	Current health score, recent trends, open risks
History	Major milestones, incidents, escalations, wins
Active initiatives	In-flight projects, pending commitments, upcoming renewals
Technical context	Integration details, customizations, known issues
Engagement cadence	Meeting schedule, reporting frequency, preferred channels

Step 2: Flag Risks

Risk	Indicator	Mitigation
Relationship dependency	Champion only trusts outgoing CSM	Joint introduction + executive backup
Open escalation	Unresolved issues during transition	Resolve before handoff if possible
Upcoming renewal	Renewal within 90 days	Consider delaying handoff
Low engagement	Customer rarely responds	Re-engagement plan before handoff
Complex setup	Heavy customization, tribal knowledge	Extended shadow period

Step 3: Execute Transition

Phase	Timeline	Activities
Internal briefing	Week 1	Outgoing CSM briefs incoming CSM, review all documentation
Shadow period	Week 1-2	Incoming CSM joins existing meetings as observer
Joint introduction	Week 2	Email intro + joint call with customer stakeholders
Gradual transfer	Week 2-4	Incoming CSM leads meetings, outgoing CSM available for questions
Full handoff	Week 4+	Incoming CSM fully owns the account

Step 4: Communicate to Customer

Introduction email template:

Subject: Introducing [New CSM] — Your New Success Partner

Hi [Contact],

I wanted to introduce [New CSM], who will be your dedicated Customer Success Manager going forward. [New CSM] brings [relevant experience] and has been fully briefed on [Company]'s goals and current initiatives.

[New CSM] and I will join our next scheduled call together on [date] to ensure a smooth transition. [New CSM] is available at [email/phone].

[Brief personal note about the relationship]

Step 5: Validate Handoff

Check	Owner	Status
All documentation reviewed	Incoming CSM	☐
Key stakeholders introduced	Both CSMs	☐
Open issues transferred	Outgoing CSM	☐
Next meeting scheduled	Incoming CSM	☐
Customer confirmed comfort	Incoming CSM	☐
CRM/tools updated	Incoming CSM	☐

Output Format

## Account Handoff: [Company Name]

### Account: [ARR] | [Health Score] | [Renewal Date]
### Contacts: [Key stakeholders with roles]
### Risks: [Flagged items]
### Timeline: [Transition schedule]
### Status: [Checklist completion]

Quality Checklist

• Complete account history documented
• All active contacts and relationships mapped
• Open risks flagged with mitigation plans
• Customer notified and introduced to new CSM
• Shadow period scheduled for complex accounts
• CRM records updated with new ownership

Edge Cases

• For strategic/enterprise accounts, involve CS leadership in the introduction
• If outgoing CSM is leaving the company, accelerate the timeline
• For accounts with active escalations, resolve before transitioning
• If customer requests to keep the same CSM, escalate to CS leadership