​
How Assign CSM Works

Automatically assign Customer Success Managers to users based on workflow triggers. This ensures proper coverage and relationship management for your customers.

​
Configuration

Inputs

​
User to assign
string
required
The ID of the user that the CSM should be assigned to.
​
Assign to
string
required
The ID of the team member that should be assigned as the CSM.
​
Primary CSM
boolean
required
Whether this CSM should be set as the primary contact. Set to true for main CSM, false for secondary/specialist assignments.

Outputs

​
assignment_success
boolean
required
Whether the CSM assignment was successful.
​
assigned_csm
string
required
The ID of the CSM that was assigned to the user or team.
​
is_primary
boolean
required
Whether the assigned CSM is set as the primary contact.
​
org_user_id
string
required
The ID of the user that the CSM was assigned to.

​
Use Cases

New Enterprise Customer 
Assignment Target: User
CSM: Senior CSM for enterprise accounts
Is Primary: true
Use: Ensure high-touch support for enterprise customers
Product Specialist Assignment 
Assignment Target: User
CSM: Product specialist for advanced features
Is Primary: false
Use: Provide specialized support alongside primary CSM
Team-Based Assignment 
Assignment Target: Team
CSM: Dedicated account manager
Is Primary: true
Use: Assign CSM to entire customer organization
Tier-Based CSM Assignment 
Assignment Target: User (based on subscription tier)
CSM: Appropriate CSM based on customer value
Is Primary: true
Use: Match CSM expertise to customer tier

​
Best Practices

Assignment Strategy
  • Use primary assignments for main customer relationships
  • Assign secondary CSMs for specialized support needs
  • Consider customer tier and complexity when selecting CSMs
Workload Management
  • Monitor CSM assignment distribution
  • Consider current workloads when assigning new customers
  • Balance assignments across available team members
Relationship Continuity
  • Avoid frequent CSM changes for established relationships
  • Plan for CSM transitions and handoffs
  • Maintain assignment history for reference