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Account Success workflows are the structured processes that CSMs execute through SpineWorkspace. Each workflow has defined triggers, steps, handoff points, and approval requirements. Workflows produce receipts and update the shared context fabric on completion.

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Renewal Workflow

Trigger: Contract end date within 90 days OR health score change on an expiring account
  1. Discovery: Twin surfaces the renewal in the Renewals Pipeline with risk indicators
  2. Assessment: CSM reviews account health, usage trends, and stakeholder changes
  3. Strategy: Twin drafts renewal approach based on benchmarks and account history
  4. Engagement: CSM initiates renewal conversations with drafted materials
  5. Negotiation: Opportunities, pricing, and terms are tracked in Salesforce
  6. Closure: Renewal is logged, contract updated, and success plan refreshed
  7. Receipt: Workflow completion updates health score and portfolio metrics
Approval: Standard renewals by CSM; pricing exceptions require manager approval

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Escalation Workflow

Trigger: Health score drops below threshold OR high-priority ticket OR usage anomaly
  1. Triage: Triage Agent scores severity and maps impact
  2. Briefing: Escalation Agent assembles context brief with history and recommendations
  3. Notification: Slack alert and email to CS leadership with full context
  4. Action Plan: CSM and manager define intervention steps and owners
  5. Execution: Actions tracked in account timeline with capability receipts
  6. Resolution: Health score recovery verified; workflow closed with outcome
Approval: All escalations notify manager; major strategic escalations require director sign-off

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QBR Workflow

Trigger: Success plan milestone reached OR scheduled quarterly cadence
  1. Preparation: QBR Agent drafts agenda, selects metrics, and schedules meeting
  2. Review: CSM validates content and adds custom discussion topics
  3. Execution: Meeting conducted with structured agenda and outcome capture
  4. Follow-Up: Action items assigned, success plan updated, next QBR scheduled
  5. Receipt: Meeting outcomes and commitments stored in account context
Approval: QBR agendas by CSM; executive-level QBRs may require leader review

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Onboarding Workflow

Trigger: New account closed-won in Salesforce
  1. Kickoff: Success plan created with milestones aligned to customer objectives
  2. Activation: Product usage tracking enabled; early adoption metrics established
  3. Check-Ins: Structured touchpoints at 30, 60, and 90 days
  4. Validation: Milestone achievement verified against planned outcomes
  5. Transition: Account moves from onboarding to standard CSM management

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Expansion Workflow

Trigger: Usage growth, license threshold approach, or identified opportunity
  1. Qualification: Expansion Agent analyzes usage gaps and buying signals
  2. Proposal: Draft expansion package with value justification
  3. Handoff: Opportunity created in Salesforce for sales pursuit
  4. Collaboration: CSM and AE coordinate on account strategy
  5. Close: Expansion logged, contract amended, health score refreshed