Account Success Capabilities: Governed Actions and Permissions

Every action in Account Success is a governed capability with defined authorization, scope, and receipt. Capabilities ensure that CSMs and agents can execute efficiently while maintaining auditability and data integrity.

Read Capabilities

Capability	Example	Authorization
`salesforce.account.read`	Retrieve account details, contacts, and opportunities	Portfolio-scoped by owner
`gainsight.health.read`	Access health scores and component breakdowns	Account-scoped for assigned CSMs
`zendesk.ticket.read`	View support tickets and resolution history	Account-scoped
`stripe.billing.read`	Retrieve invoices and subscription status	Manager and above for revenue data
`hubspot.engagement.read`	Access email and meeting engagement history	Portfolio-scoped

Write Capabilities

Capability	Example	Authorization
`salesforce.opportunity.update`	Update renewal opportunity stage and amount	Owner or delegated CSM
`gainsight.health.override`	Manually adjust health score with justification	Manager approval required
`salesforce.contact.create`	Add new stakeholders to an account	Any assigned CSM
`zendesk.ticket.create`	Create escalation or follow-up tickets	Account-scoped

Communication Capabilities

Capability	Example	Authorization
`email.draft`	Compose customer emails with Twin assistance	Any CSM
`meeting.schedule`	Book QBRs and check-ins via calendar integration	Account-scoped
`slack.notify`	Send alerts to CS channels for escalations	Automated by Triage Agent

Workflow Capabilities

Capability	Example	Authorization
`workflow.renewal.initiate`	Start a renewal workflow with risk scoring	Account owner
`workflow.escalation.trigger`	Initiate formal escalation with brief generation	Any CSM with manager notification
`workflow.qbr.schedule`	Schedule QBR with agenda and attendee management	Account owner
`workflow.successplan.update`	Modify milestones and objectives	Account owner

Every capability invocation produces a receipt with actor, timestamp, scope, and outcome. Receipts are searchable and auditable through the account timeline.

Domains Overview

Account Success

Technical Account Success

Business Operations

Finance & RevOps

Sales

Marketing

Content

Service

Product Engineering

Personal

Human Resources

Legal

Support

Founder Ops

Operations

Account Success Capabilities: Governed Actions and Permissions

Read Capabilities

Write Capabilities

Communication Capabilities

Workflow Capabilities

​Read Capabilities

​Write Capabilities

​Communication Capabilities

​Workflow Capabilities

​Related

Read Capabilities

Write Capabilities

Communication Capabilities

Workflow Capabilities

Related