Act I · Account Plan board

Inherit → Audit → Call

Inherit the account. Read the room. Make the right-size call.

Account Plan board · expand/renew underneath

Read the inherited pack on an Account Plan board first: win is a defensible expand, renew, or hold on Grip, Movement, Internal capital, Commitments, and Proof freshness. Not NPS. Not first-logo Deal Won.

Open CSM sample

CSIQCSLIVE

CSMs inherit a thin AE pack and an account that already has opinions about them. Five plain rows tell them where they stand: grip, movement, internal capital, commitments, proof freshness. Managers set the pressure (sponsor change, budget freeze, adoption stall) and the people in the room speak in that pressure's voice. The call is graded on the account's state, not on optimism.

Account Plan board
Expand / renew

NovaTech · SwiftLane

Pilot closed twelve days ago. Tickets look green. CFO Patel was never formally introduced.

Post closed-won

Your call

Expand

Inventory whitespace only after adoption is cited and Park bar is clear.

Renew

Too early without Patel intro and renew envelope in the pack.

Hold

Hold until economic buyer path and gap audit are named in the pack.

Grip

How firmly the account holds you

Weber co-owned the pilot. Patel was never introduced.

54

Movement

What is actually moving

Inventory whitespace named, Park huddle still open.

38

Internal capital

How many asks you have left

Two favours open. Escalation unanswered.

55

Commitments

Promised vs delivered

62% Relay volume delivered. 240 licensed, 91 active.

62

Proof freshness

How old your proof is

Ticket theater as health. Adoption number twelve days old.

44

Klara · CS coaching

Quiet tickets are not health. Name the inherited gaps before you expand.

Call stays open until evidence is named in the pack.

Account Plan. Audit. Call.

How a CSM reads the room

Inherit: Closed-Won is the floor

  1. CSIQ opens on land CRM. Renew and expand are different records. Completions tiles are not health. CSLIVE is the same world on live.

  2. Grip, Movement, Internal capital, Commitments, Proof freshness. MEDDPICC-8 stays the hidden rubric with post-sale meanings.

  3. Sponsor change, budget freeze, adoption stall. Managers set at most three pressures. The voices in the room follow.

  4. Patel intro, Park weights, Weber sponsor, envelope, Completions trap. QBR is promised vs delivered, not a dashboard screenshot.

  5. Win is a defensible expand, renew, or hold call. Not first-logo Deal Won. No invented CSM acronym.

Act II: gap audit before the call

Tap the thin lines. Then expand, renew, or hold.

Thin AE pack
Tap

What you inherited

Tap a highlighted line.

Gaps named: 0/4

Your call

Defensibility

58

Disciplined hold

Hold is honest while the CFO path and gap audit stay open.

Inherit: Closed-Won is the floor

CSIQ opens on land CRM. Renew and expand are different records. Completions tiles are not health. CSLIVE is the same world on live.

Account Plan: five rows, not NPS

Grip, Movement, Internal capital, Commitments, Proof freshness. MEDDPICC-8 stays the hidden rubric with post-sale meanings.

Pressure: the room speaks in that voice

Sponsor change, budget freeze, adoption stall. Managers set at most three pressures. The voices in the room follow.

Gap audit: name the thin AE pack

Patel intro, Park weights, Weber sponsor, envelope, Completions trap. QBR is promised vs delivered, not a dashboard screenshot.

Call: expand, renew, or hold

Win is a defensible expand, renew, or hold call. Not first-logo Deal Won. No invented CSM acronym.

Expand and renew

Post-sale discipline · no single dominant acronym

Post-sale motion has no single dominant acronym for a reason. The CSM inherits a closed-won pack and plays an Account Plan board (Grip, Movement, Internal capital, Commitments, Proof freshness). Expand, renew, or hold is the call. The eight MEDDPICC letters stay underneath with post-sale meanings. Naming the discipline honestly is more credible than inventing a third acronym to match the pattern.

Read the framework selection reference

Manager deliverables

What a CSM run produces for the manager

  • Account Plan board per run: Grip, Movement, Internal capital, Commitments, Proof freshness, computed from the inherited pack.
  • Expand, renew, or hold call with adoption and whitespace evidence attached.
  • Judgment managers can compare across a book: strong renew beats a weak expand when the CFO path is still missing.
  • CSIQ practice path plus HIRECS when hiring must reuse the same contract.

Fit check

Who this seat is for

  • Post-sale CSM and AM owners of expand / renew risk.
  • CS leaders who need comparable defensibility across a book of business.
  • Hiring managers screening strategic CSM candidates on HIRECS.

Who this seat is not for

  • Net-new prospecting that belongs on the SDR / BDR SPICED track.
  • Full AE live MEDDPICC board practice under fellowship pressure.
  • Teams that treat low support volume as proof of full adoption health.

What the manager can open

Account Plan

Grip · Movement · Internal capital · Commitments · Proof freshness

Five plain rows the CSM saw while working the inherited pack. Proof freshness drops when the last cited QBR is stale.

Your call

Expand, renew, or hold

The run ends with one defensible post-sale call, not first-logo Deal Won.

Sound judgment

Renew beats a weak expand

When whitespace evidence is thin, a cautious renew still counts as disciplined judgment.

Sample debrief

Full CS manager report

Open the public NovaTech sample to see gap audit, board letters, and coaching evidence in one file.

Open CSM sample debrief

The obstacles we address

Why CSM enablement fails and renewals churn

  • Forcing CSMs through pre-sale MEDDPICC discovery creates administrative friction and wrong win conditions.
  • Renewal risk stays tribal knowledge or NPS sentiment instead of a comparable scorecard.
  • Expansion pitches ignore inherited handoff gaps: missing economic buyer intro, Park criteria, or sealed champion tests.
  • Low support volume is misread as full health while inventory whitespace stays unowned.

Our verified solution

What the CSM Deal IQ track proves

  • Inherit the closed-won pack, audit documentation gaps, map whitespace adjacent to the live pilot.
  • Defend expand, renew, or hold with evidence at a dedicated decision desk.
  • Skip AE territory and live buyer board; terminus is expand / renew defensibility.
  • A strong renew beats a weak expand when economic buyer intro is still missing.

What managers can review

The CSM track has a deterministic expand and renew sample debrief with gap-audit accuracy and decision defensibility when the Account Plan board is present. Win condition is a safe expand / renew tier, not net-new prospecting.

  • Account plan in plain words while they play: Grip, Movement, Internal capital, Commitments, Proof freshness. MEDDPICC-8 stays the hidden rubric.
  • Manager-set account pressures (max three): sponsor change, budget freeze, adoption stall, shadow competitor, procurement re-paper, support escalation, exec turnover. Each shifts the account and one stakeholder voice.
  • Gap audit against known AE handoff gaps mixed with distractors so the desk does not reveal the answer key.
  • Expand, renew, or hold call graded as defensible, lucky, wrong, or no call.
  • Whitespace and adoption evidence without inventing usage metrics.
  • Right call on stale proof grades as luck; wrong call with an honest ledger grades above it. Expansion on paper (whitespace named, grip thin) is flagged.
  • GISCSM GIS practice-now, CSIQ NovaTech inherited pack, CSLIVE, and HIRECS hiring (csm through strategic_csm) on the same expand/renew contract.

Klara modes: buyer guide, learning-path explainer, and training coach. In recruitment (HIRECS), Klara is a neutral evaluator and never coaches.

Open CSM sampleOpen practice

How this track sits on the path

How CSM sits on the stack

  • Deal IQ CSM focuses on post-sale judgment, not net-new prospecting.
  • Team IQ covers pod accountability around renewals and handoffs.
  • Hiring uses HIRECS with the same expand / renew rubric managers review in RCC.
  • Upstream AE packs and SPICED handoff readiness define what CSM can inherit cleanly.

How this seat differs

  • SDR / BDR

    Pre-sale SPICED handoff readiness; CSM never owns net-new SQL generation here.

  • AE (Account Executive)

    Live MEDDPICC and ICCE before closed-won; CSM inherits the package, does not replay the board.

  • Hiring work samples

    Same expand / renew gates freeze into HIRECS for candidate-safe decisions.

Where managers act next

After the run, managers act on gap audits and expand or renew calls in RCC, then hire through HIRECS when the seat is open.

Questions buyers ask

Does CSM see the AE live buyer board?

No. The journey contract ends at expand / renew. Live MEDDPICC play remains AE-only.

How is expand versus renew scored?

Gap-audit accuracy and whether the expand, renew, or hold call can be defended. Managers see the same report in Revenue Command Center.

Are GISCSM, CSIQ, and CSLIVE separate products?

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.

What is the authored correct call on the public demo?

Expand into inventory promise engine whitespace after naming all five documentation gaps. Renew-only leaves the golden node on the table.

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