A scalable capability network.
1ExigerAI is the platform we deliver. ExigerOM is how Exiger operates to deliver it.
ExigerOM is how Exiger deploys people, Plays, specialized expertise, capacity, and Agents around customer objectives. One accountable CSM maintains continuity while the right capability joins at the moment of need.
1ExigerAI is the platform we deliver. ExigerOM is how Exiger operates to deliver it.
The Primary CSM owns customer continuity, account context, and the renewal outcome.
Specialized Play Coverage is a permanent ExigerOM capability delivered through scoped, time-bound engagements. Human Specialized CSMs provide this capability today while their expertise is captured in Plays and progressively operationalized through Agents. The capability remains; the mix of human and Agent execution evolves.
Standard Plays, protected specialist capacity, and Agents make execution more consistent and scalable.
Objective → Play → Team → Proof
Customer needs arrive as specific, changing problems, while traditional account coverage assigns broad responsibility to fixed roles and portfolios. This mismatch overloads CSMs, obscures accountability, and makes outcomes dependent on individual heroics.
A scalable capability network that preserves continuity through one Primary CSM while deploying the right Play, collective expertise, and capacity at the moment of need.
Develop the strategic, technical, functional, and operational capabilities required of the future CSM.
Deploy our collective CSM expertise against customer needs, capturing institutional knowledge in Plays and Agent workflows so expertise scales across the team. This is teamwork and shared expertise, not a new siloed class of Specialized CSMs.
Agents progressively execute repeatable preparation, analysis, monitoring, and specialist work while CSMs retain judgment, relationships, orchestration, and accountability for customer outcomes.
Business Outcome: Meet customer demand today while building a more capable and scalable model without requiring headcount to scale linearly with customer demand.
BUILD THE CAPABILITY WITH PEOPLE. CAPTURE IT IN PLAYS. SCALE IT THROUGH AGENTS.
EXIGEROM | CSM OPERATING MODEL
From strategy to execution. Everything you need. Nothing you don't.
ExigerOM | CSM Operating Model
Know the destination.
Turn signals into action.
Align people and work.
Make it real.
Build for what's next.
PEOPLE + PLAYS + AI = CUSTOMER MOVEMENT
APPENDICES
Play-Based CSM Candidate Profile
Major & Minor Capability Framework
Capability Progression and Promotion
Simple to operate. Powerful underneath.
Every CSM helps build 1ExigerAI with our customers by uncovering the problem that matters most, mobilizing Exiger to solve it, and capturing what we learn so the entire capability network continuously improves.
Advocate is both an outcome and a loop — strengthening future acquisition, expansion, customer evidence, and product learning.
Align the customer's business objective with Exiger's retention, growth, and economic objectives.
Activate the simplest repeatable path to create customer movement.
Deploy the right people, capabilities, capacity, and Agents.
Validate customer value, commercial impact, and organizational learning.
EXIGEROM | CSM OPERATING MODEL
THE CSM OWNS CUSTOMER CLARITY + CONTINUITY.
Each contributing role owns the quality, accuracy, and timing of its work.
EXIGEROM | CSM OPERATING MODEL
One accountable Primary CSM maintains customer context, continuity, and accountability for customer movement.
Understand the customer's objective, problem, risk, opportunity, or milestone.
The Play is ExigerOM's repeatable unit of work.
The customer need determines the people, expertise, and Agents required.
Every Play ends with evidence that determines the next move.
SIGNAL → PLAY → CAPABILITY → PROOF → NEXT MOVE
Objective → Play → Team → Proof
ONE OWNER. ONE PLAY. RIGHT CAPABILITY. PROVE THE OUTCOME.
EXIGEROM | CSM OPERATING MODEL
A customer signal requires action.
Confirm the problem, desired outcome, and context.
Activate the Play and the right capability.
Complete the work with clear ownership and timing.
Confirm customer movement, capture evidence, and determine the next move.
SIGNAL — An observable change that indicates a customer needs movement and may activate a Play.
PLAY — A repeatable, time-bound set of actions activated by a customer signal to achieve a defined outcome, with clear ownership, handoffs, and proof of success.
OUTCOME — Measurable customer movement that achieves the Play objective.
Adoption — Low usage, onboarding, training need
Value — Value gap, unmet outcomes, unclear ROI
Relationship — Economic Buyer change, champion loss, declining engagement
Risk — Renewal concern, competition, escalation, churn/downsell
Technical — Configuration, integration/API, incidents, data/model issues
Growth — New problems, use cases, whitespace, expansion
Lifecycle — Implementation, go-live, renewal, 1ExigerAI migration
THE CSM OWNS CUSTOMER CLARITY AND CONTINUITY.
Each contributing role owns the quality, accuracy, and timing of its work.
Use the RACI for role-specific ownership.
SIGNAL → PLAY → CAPABILITY → PROOF → NEXT MOVE
Simple to operate. Powerful underneath.
EXIGEROM | CSM OPERATING MODEL
Customer signals activate standard Plays. Each Play defines: Objective | Actions | Owner | Participants | Timing | Evidence | Exit Criteria
Implementation Handoff
Adoption | Training | Standard Configuration
Governance | Executive Engagement
Risk Recovery | Executive Escalation
Renewal Confidence
Qualified Growth Opportunity | 1ExigerAI Requirement
Adjudication | Ownership Unwrapping | Managed Service Alignment
Customer, market, and contract differences are configured within each Play's trigger, timing, stakeholders, actions, evidence, and completion criteria.
SIGNALS ACTIVATE PLAYS. PLAYS CREATE CUSTOMER MOVEMENT. EVIDENCE DETERMINES WHAT HAPPENS NEXT.
EXIGEROM | CSM OPERATING MODEL
The customer need determines the Play. The Play determines the capability required.
Customer continuity, orchestration, and accountability
Economic relationship and commercial execution
Initial configuration, launch, and handoff
Platform investigation, diagnosis, and resolution
Advanced technical design and governance
Contracted delivery and operational execution
Platform capability and requirement disposition
Executive confidence and intervention
Preparation, monitoring, and automated follow-through
CUSTOMER NEED → PLAY → REQUIRED CAPABILITY → OUTCOME
For role-specific ownership, use the interactive RACI in the ExigerOM Interactive Site.
EXIGEROM | CSM OPERATING MODEL
CSMs complete approved standard administration, configuration, and training while building customer independence. They remain accountable for adoption, value evidence, customer continuity, and their responsibilities within the approved ECS or EGS renewal model.
CSM does for → CSM does with → Customer does
Objectives, completed work, value, and priorities
Success Plans, activated Plays, activities, customer touchpoints, health, sentiment, risk, objectives, next actions, and outcome evidence.
Ownership, contracts, renewals, spend, and pursuits
Internal project and delivery execution
Support incidents
Dashboards and exceptions
Context, recommendations, monitoring, and follow-through
Play design, governance, responsibilities, capability requirements, capacity assumptions, evidence standards, and Agent workflows.
The Success Plan is the customer-level container for objectives, outcomes, and evidence. A Play is a time-bound execution module activated within the Success Plan to create specific customer movement.
PlayLab captures Exiger expertise as governed Plays. Those Plays train and direct Agents to execute repeatable work and feed prepared actions to the CSM. The CSM runs the Play, applies judgment, and owns the customer outcome.
Expertise → Plays → Agents → CSM → Customer Outcome
Gainsight activates and records customer execution. PlayLab defines and improves the governed Play. Salesforce remains the commercial system of record.
Core data flow: Gainsight → Salesforce → Replit
EXIGEROM | CSM OPERATING MODEL
The CSM owns whether the customer is ready and willing to renew. Sales owns how Exiger commercially completes the renewal.
The CSM owns customer objectives, adoption, value, continuity, and whether the customer is ready and willing to renew. Sales owns the economic relationship, commercial strategy, pricing, negotiation, and contract execution.
Sales represents the assigned Account Executive or Customer Growth leader.
The CSM owns the customer decision. Sales owns the transaction.
EXIGEROM | CSM OPERATING MODEL
KPIs determine impact bonus. Measures inform performance, development, and career progression.
Retained ARR across the assigned portfolio
EVR Success Plan objectives completed with documented evidence
Sourced qualified opportunities accepted by Sales
WHAT WE CAN PROVE, WE CAN IMPROVE AND SCALE.
EXIGEROM | CSM OPERATING MODEL
Customer demand determines the capability required; its frequency and human effort determine the capacity needed.
Every customer has an accountable CSM. Specialist Play Coverage adds temporary expertise when needed.
Customer Demand → Required Capability → Available Capacity → CSM Assignment
Initial ratios and Play Coverage limits remain subject to capacity validation.
Total CSM Demand = Base Portfolio Demand + Active Play Demand + Preparation and Coordination + Specialized Coverage
Required Capacity = Total Human Effort ÷ Productive Capacity
PLAY DEMAND × HUMAN EFFORT × LOADED COST = CURRENT COST
CURRENT COST — AGENT-ASSISTED COST = CAPACITY + $ RETURNED
CUSTOMER MOVEMENT + CAPACITY RETURNED + ECONOMIC IMPACT = PROOF
Portfolio assignment must account for both customer complexity and concurrent Play demand. Leaders may assign fewer complex accounts and more lower-demand accounts while maintaining equitable total workload.
EXIGEROM | CSM OPERATING MODEL
Every CSM owns assigned customers and can temporarily apply their Major or Minor expertise to a defined Play for another account.
Not a separate role — the CSM team supporting each other and our collective customer base, reducing dependency on the teams around us.
Ongoing responsibility
Temporary responsibility
Every CSM develops the technical, functional, customer, and commercial baseline required to operate independently.
CSMs build proficiency through repeated execution against real customer problems.
Repetition and demonstrated outcomes reveal deeper areas of expertise.
Agents progressively perform repeatable preparation, analysis, monitoring, and follow-through while CSMs retain judgment, relationships, and customer outcomes.
Learn it. Run it. Prove it. Scale it.
Detailed Major/Minor framework, validation progression, and career progression are in Appendix B and Appendix C.
EXIGEROM | CSM OPERATING MODEL
This is a transformation roadmap — not daily-use knowledge for every CSM.
Agents progressively perform repeatable preparation, analysis, monitoring, and follow-through. CSMs retain judgment, relationships, and customer outcomes.
Signal: Platform incident or support request
Agent: Classify, enrich, route, monitor
Human: Maintain customer communication, validate resolution
Outcome: ↓ CSM support effort, ↓ time-to-support
"Clone the operating brain, not the customer memory."
Signal: Priority account without Economic Buyer engagement
Agent: Stakeholder intelligence, value narrative, meeting prep/follow-up
Human: Lead executive relationship
Outcome: 100% Economic Buyers identified, ≥90% engaged
Signal: Customer need or risk indicator
Agent: Recommend Play, prepare context, track actions/evidence
Human: Activate Play, apply judgment
Outcome: ↑ Play adoption, ↑ validated customer movement
Monitors adoption signals, surfaces evidence gaps, and tracks value delivery milestones.
Flags churn indicators, tracks renewal timelines, and prepares risk mitigation context.
Signal: Critical team transition — Sales → Implementation, Implementation → CSM, CSM → Play Team, Play Team → CSM, CSM → CSM, or CSM → Customer Growth
Agent: Connect objectives, decisions, commitments, relationships, risks, and value evidence; convert context into actionable chunks; adjust emphasis by handoff mode; identify next move, owner, timing, and proof
Human: Validate context, confirm ownership, accept the handoff, and execute the next move
Outcome: Receiving owner immediately credible and operationally ready; ≥95% acceptance within 24 hours
Identifies expansion signals, prepares upsell context, and tracks opportunity progression.
Surfaces relevant product updates, configuration guidance, and training recommendations.
Build the capability with people. Capture it in Plays. Scale it through Agents.
EXIGEROM | CSM OPERATING MODEL
People leaders apply ExigerOM to actual customers and CSMs, producing named portfolios and a current view of customer demand, capability, capacity, and workforce deployment.
Model = how assignments are made. Plan = who covers whom.
EXIGEROM | CSM OPERATING MODEL
These priorities begin operationalizing ExigerOM within Customer Success and will evolve as customer results, capability, capacity, and Agent data improve.
Handoff Excellence is the capability. The Handoff Agent makes it repeatable.
Enable any receiving team member to become immediately credible and operationally ready without stopping to study a static account document.
Clone the operating brain, not the customer memory.
Each CSM may operate their own Handoff Agent, while account knowledge remains shared, governed, and transferable.
EXIGEROM | CSM OPERATING MODEL
Customer context currently moves through people, documents, and disconnected systems. Each transition introduces the risk of lost intent, unclear commitments, delayed action, and relationship discontinuity. Handoff Excellence establishes the operating standard. The Handoff Agent makes that standard scalable, repeatable, measurable, and transferable.
Need → Tier → Persona → Signal → Specialty → Play → Handoff → Impact
Sold outcome, contracted scope, success criteria, customer promises, stakeholders, dependencies
Delivered vs. open scope, adoption state, training completed, blockers, customer sentiment, initial value proof
Customer objective, highest-value problem, executive relationship landscape, requested movement, meeting/Play strategy, team roles, required proof
Executive signals, decisions, commitments, follow-up owners, due dates, relationship movement
Customer story, active priorities, relationship reality, promises made, risks, open actions, immediate next move
Expansion hypothesis, customer evidence, value case, budget path, commercial timing
Q4 focus: Sales → Implementation, Implementation → CSM, CSM → Play Team, Play Team → CSM. Remaining modes are the logical expansion path.
The Handoff Agent does not produce long reports or traditional account briefs. Its output creates forward motion through progressive disclosure.
Deeper context available on demand: relationship map, contract details, product/technical context, risks, commitments, source evidence, meeting plan.
The holistic customer picture stays underneath. The next best move stays on top.
Gainsight: health, sentiment, and Success Plans
Salesforce: commercial and relationship data
ServiceNow: support history and signals
Jira: implementation and delivery work
Contracts and SOWs: scope and obligations
Meeting notes and communications: decisions, commitments, and relationship context
The Agent preserves the source, date, and confidence of decision-critical information and surfaces conflicts between systems. The durable customer memory remains shared and transferable.
EXIGEROM | CSM OPERATING MODEL
Incrementally deploy ExigerOM, measure the evidence, and use what we learn to determine the next operating improvement.
Problem: CSM capacity consumed by Support routing.
Change: Automatically route support requests into ServiceNow while CSM maintains continuity.
Proof: CSM hours returned | Time-to-Support improved
Problem: Customer context, commitments, and ownership are lost or degraded at every team transition.
Change: Establish Handoff Excellence as the operating standard. Every critical handoff must include accepted context, clear ownership, a defined next move, and proof of progress.
Agent/System Leverage: Handoff Agent: connect objectives, decisions, commitments, relationships, risks, and value evidence; convert context into actionable chunks; identify next move, owner, timing, and proof.
Proof:
Problem: Insufficient Economic Buyer access and alignment.
Change: Identify Economic Buyer, priorities, value expectations, and engagement plan.
Proof: Economic Buyers identified | Economic Buyer engagement
Problem: Customer needs generate inconsistent activity and outcomes.
Change: Identify highest-value problem → Activate Play → Deploy capability → Validate outcome.
Proof: Play adoption | Validated customer movement
Problem: Expertise is siloed and hard to deploy across customers.
Change: Validate expertise through execution. Deploy collective CSM expertise fractionally.
Proof: Expertise validated | Specialist outcomes measured
Problem: Human capacity allocated without evidence of economic return.
Change: Standardize → Automate → Transfer → Stop. Rebalance portfolios using actual demand.
Proof: Human hours returned | Cost-to-Serve reduced | Cost per outcome reduced | Agent leverage increased | Capacity shifted to Retain + Grow
LOCK THE ARCHITECTURE. TEST THE ASSUMPTIONS. SCALE WHAT WORKS.
EXIGEROM | CSM OPERATING MODEL
We hire customer operators for the capabilities required to execute our Plays. Demonstrated judgment, technical aptitude, curiosity, and problem-solving ability matter more than a prior Customer Success title.
Vibe coding provides an additional signal of curiosity, technical confidence, and a builder mindset.
Hire for Play capability. Develop through Major and Minor expertise. Promote based on outcomes.
EXIGEROM | CSM OPERATING MODEL
Every CSM develops fluency across the CSM Playbook, a Major representing their deepest validated expertise, and at least one Minor representing additional Plays they can execute independently.
Every CSM understands the purpose, workflow, responsibilities, and evidence requirements for all standard CSM Plays. Standard onboarding and Launch & Transition responsibilities are part of Core Fluency for every CSM.
The CSM is validated to independently execute defined Plays within a specialization domain.
The CSM is validated to lead complex Plays, coach other CSMs, and improve the standard Play.
Completes training and shadows the Play
Contributes under a validated Play lead
Completes the Play independently with documented evidence
Delivers repeatable outcomes and manages greater complexity
Coaches others and improves the standard Play
People leaders and Play owners validate proficiency using training completion, simulations, observed execution, and documented customer outcomes. PlayLab records each CSM's proficiency level, Major, Minor, supporting evidence, and specialist eligibility.
Customer need, validated expertise, and available capacity determine who provides Specialized Coverage. The Primary CSM retains customer continuity and the renewal outcome throughout.
Play outcomes and capability progression inform performance reviews, portfolio assignments, development, and career opportunities.
Hire for Play capability. Develop through Major and Minor expertise. Deploy it when the customer needs it.
EXIGEROM | CSM OPERATING MODEL
Every CSM develops Core Fluency, a Major, and at least one Minor. Advancement reflects increasing proficiency, complexity, leadership, and documented customer outcomes.
Promote based on demonstrated capability, complexity handled, leadership, and customer movement — not tenure alone.
EXIGEROM | CSM OPERATING MODEL
ExigerOM