> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spineworkspace.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account Success User Path: CSM Journey Through Spine

> The eight-step user journey for CSMs working in the Account Success domain, from entry through action to continuity.

The Account Success user flow describes how a CSM moves through SpineWorkspace to understand a situation, decide on action, and execute with full context. This is the Human Workbench path adapted for customer lifecycle management.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Related

* [Account Success Index](/internal-docs/domains/account-success/index)
* [Human Workbench](/internal-docs/domains/account-success/human-workbench)
* [AI Flow](/internal-docs/domains/account-success/ai-flow)
* [Execution Flow](/internal-docs/domains/account-success/execution-flow)
* [Continuity](/how-it-works/continuity)


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