Manager field guide · Deal IQ · CSM
Inherited packs, gap audits, and defensible expand or renew decisions for Customer Success
CSMs inherit a closed account, audit the missing docs, and defend expand, renew, or hold. Use this page as a map. Download the PDF for worksheets. Not net-new AE discovery.
Journey contract
Join GISCSM for GIS expand/renew practice-now, CSIQ for the NovaTech inherited pack, CSLIVE for CS Live, or HIRECS for recruitment. The journey ends at a defensible expand, renew, or hold call. Active spine: Account Research, Initiative Mapping, Qualification. Manager preview labels: Inherited deal pack, Gap audit, Expansion map, Expand/renew call.
Manager tip: A strong renew beats a weak expand when the economic buyer intro is still missing. Do not coach reps to chase whitespace before gaps are named.
Inherited pack
CSIQ seeds a sloppy AE entry snapshot. True gaps are mixed with distractors so the desk does not reveal the answer key. Reps must flag at least one gap before locking the call.
True gaps (authored)
Economic buyer path
Economic buyer (Samira Patel) not introduced; no TCO pack attached.
Decision criteria transfer
Decision criteria weights from Kenji Park not documented for CSM.
Champion test
Champion test (Weber co-own pilot / intro path) not sealed.
Commercial envelope
Commercial envelope / paper path for renew not attached (pilot envelope only).
Renew trap vs ticket theater
Renew trap vs LMS Completions theater not documented for CSM.
Distractors (not true gaps)
Depth contract
L1
Coach: Inherited-pack audit, name AE documentation gaps, defend renew or cautious hold.
Session WIG: Audit the inherited SwiftLane pack, flag documentation gaps, defend renew or hold until gaps are named.
Research standard · business case light · coaching focus: metrics, economic buyer, decision criteria, champion
L2
Coach: Adoption evidence plus renewal business case against thin AE handoff.
Session WIG: Validate adoption evidence from health and QBR, repair economic buyer intro gap, defend expand or renew with TCO story.
Research standard · business case standard · same coaching focus as L1
L3
Coach: Multi-stakeholder expand/save with Park architecture bar and Patel TCO gate.
Session WIG: Map inventory whitespace with Park and Patel context, defend expand or save call under renew pressure.
Research deep · business case standard · adds decision process to coaching focus
Scoring
Overall score blends expand/renew defensibility (50%), MEDDPICC element average (30%), and gap coverage (20%). Managers inspect gaps detected and gaps missed before celebrating a green call.
Manager tip: Inspect gapsDetected and gapsMissed before celebrating a green call. A right call with open handoff holes still means work remains.
Coaching vs recruit
HIRECS: Under HIRECS (sessionPurpose=recruit), Klara is a silent evaluator. No desk tips, no training scaffolds, no learning-path proposals. Assessment starts after the unscored briefing beat.
Recruitment
| Band | Time box | Must-pass gates |
|---|---|---|
| csm | 30 min | critical risk identified |
| senior_csm | 45 min | critical risk identified · defensible renewal or expansion call |
| strategic_csm | 60 min | critical risk identified · defensible renewal or expansion call · executive alignment |
Manager review
The public CSIQ sample debrief shows fellowship step scores, expand/renew defensibility (player call, correct call, gaps detected, gaps missed, judgment band, rationale), MEDDPICC element scores, deal outcome factors, key decisions, tips, and behavior profile. RCC queues the same schema.
Facilitator
0-5
Frame
Confirm GISCSM, CSIQ, CSLIVE, or HIRECS track. State win condition: defensible expand or renew, not a new logo.
5-20
Inherited pack
Reps open land CRM, AE handoff, adoption report, health, QBR, renew vs expand CRM, and inventory whitespace.
20-40
Gap audit + map
Flag true gaps vs distractors. Map whitespace only after gaps are named.
40-55
Call + debrief
Lock expand/renew/hold. Review tier, gapsMissed, and element scores.
55-70
Manager plan
Assign one gap type per CSM for next live renew review. Queue HIRECS if hiring.
No. Same Deal IQ engine, different doors. CS practice, the inherited-account sample, live CS, and CS hiring are not the AE live-buyer door.
No. The journey contract ends at expand/renew. Live MEDDPICC play remains AE-only (SDEALQ).
Call correctness and gap coverage are graded into four manager bands: strong judgment, right call with gaps remaining, wrong call, or no call recorded. Overall score blends defensibility 50%, element average 30%, gap coverage 20%.
Expand into the inventory promise engine whitespace, with all five documentation gaps named. Renew-only leaves the golden inventory node on the table while SwiftLane is live.
Same track and level, sessionPurpose=recruit. Klara stays silent. Bands are csm, senior_csm, and strategic_csm with time boxes and mustPassGates. A human reviewer interprets evidence; the assessment does not make an autonomous hire decision.
SPICED covers SDR / BDR SQL handoff readiness (what a clean upstream pack looks like). MEDDPICC covers AE fellowship through live play. This guide covers the post-sale seat that inherits the pack and defends expand or renew.
GISCSM is GIS expand/renew practice-now. CSIQ is the NovaTech inherited pack. HIRECS is hiring. Debrief on expand/renew defensibility the same week.