1
Enter
The CSM logs into SpineWorkspace and lands on their Account Portfolio. The view is pre-filtered to their owned accounts with health, contract, and activity signals already assembled.
2
Discover
Twin surfaces notable changes: declining health scores, upcoming renewals, missed check-ins, or usage anomalies. The CSM reviews flagged items in the Action Center without switching systems.
3
Understand
Drilling into an account reveals the full context timeline: recent tickets, usage trends, contract details, contact engagement, and health score components. Evidence is linked, not summarized in isolation.
4
Contextualize
The CSM reviews the success plan, prior QBR outcomes, and any open escalations. Twin adds relevant benchmarks and similar account patterns from Spine Fabric to enrich situational understanding.
5
Decide
Based on assembled context, the CSM selects the appropriate next step: proactive outreach, renewal preparation, escalation, or QBR scheduling. Twin proposes ranked options with rationale.
6
Act
The CSM executes a governed capability: drafting an email, updating a success plan, creating a renewal opportunity, or logging a call. Each action is authorized, scoped, and produces a receipt.
7
Review
Outcomes appear in the account timeline. The CSM confirms the action, updates stage or status, and verifies that source systems reflect the change. Health scores and projections update automatically.
8
Continue
The session context, notes, and next steps persist. When another CSM covers the account, or Twin resumes work, the full state is available without reconstruction.