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/csm-handover.

The full account-transition workflow — an 8-section handover PDF, a Slack post tagging the new CSM, an intro email, and an Attio update.

Confidential — internal use only. This page contains CSM account and handover detail and lives on the Access-gated wiki only. Do not share externally.

When to use it

Whenever an account is reassigned to another CSM, or when onboarding a new CSM onto an account. The output is always two things: a PDF in the CSM Account Handovers Drive folder and a #customer-success Slack post tagging the new CSM.

/csm-handover [company] from [current CSM] to [new CSM]

Prerequisites (blocking)

Four hard requirements — if any are missing, the skill stops and tells you what to fix:

  • Granola — the primary source for call context.
  • Gmail — to read every email thread (commitments, complaints, unanswered mail).
  • Attio — company, deal, and people records.
  • tl;dv — call transcripts.

The handover document — 8 sections

  1. Account overview — company, HQ, employees, subscription + signed date, exact platform fee, contract term, HRIS, budget, sentiment (🟢/🟡/🔴), CSM transition.
  2. Relationship map — each contact with role badge (Champion / Decision Maker / Admin / Billing / Technical / Departed), communication style, last contacted; plus the account’s preferred channel, response time, cadence, and hot buttons.
  3. Integrations & technical setup — HRIS, SSO, Slack/Teams, Shopify, Stripe, directory sync, warehousing, org ID, dashboard links.
  4. Account history & context — why PerkUp, milestones, pricing notes, issue history.
  5. Feature adoption — ✅ active / 🔄 in progress / ⬜ not yet / ❌ off, plus cross-sell and upsell.
  6. Open items & commitments — the critical section: promises not delivered, unanswered emails, pending quotes, outstanding issues.
  7. Risk & opportunity — side by side.
  8. Recommended first actions — 3–5 specific things for the new CSM’s first week.

The full flow

  1. Collect from all sources (Granola first).
  2. Generate a branded HTML doc and convert to PDF (purple #5C33FF, Inter). PDF only — never upload HTML, DOC, or a Google Doc.
  3. Upload the PDF to the CSM Account Handovers folder, naming it [Company] — Handover ([From] → [To]).pdf; share with the new CSM if needed.
  4. Post to #customer-success — tag the new CSM by Slack ID, bullets not tables, link the PDF.
  5. Draft the intro email for the new CSM to the client (CC the previous CSM), referencing real open items.
  6. Update Attio — change deal owner and add a handover note with the PDF link.

The handover archive

Every recent handover is written up internally on Customer handovers (ten accounts, honest sentiment, open items). The full PDF archive — 25+ documents including DarkStar, Wise, Wealthsimple, Muon Space, Niche, Secure Code Warrior, and more — lives in the CSM Account Handovers Drive folder.

Lessons already baked into the skill. PDF-only output (no HTML/DOC duplicates), one canonical Drive folder, folder-level sharing with all CSMs, and bullet-point Slack posts (tables don’t render). These came from real misfires — see Tooling → known issues.

Source: csm-handover SKILL.md (Google Drive, current as of 2026-05-21), the CSM Account Handovers Drive folder, and the #customer-success Slack channel.