{"id":"cs-what-does-csm-do-spoken-answer","audience":"customer-success","category":"support-work","technique":"audience","track":"support","level":"beginner","title":"Answer \"what does a CSM do for us?\" in plain spoken words","free":false,"task":"Write the answer you will say out loud. Speak as \"I\", mention at least three things you do and one thing you do not do, and avoid the words \"value realization\", \"stakeholder\" and \"synergies\". Plain text, at most 4 sentences, and nothing but the spoken answer.","materialLabel":"Your material (attached to your prompt automatically)","material":"ROLE SHEET - Customer Success Manager (what customers see)\nWhat the CSM does:\n- Sets goals with you in the first month and checks progress\n- Reviews your usage every month\n- Runs a business review each quarter (QBR)\n- Arranges training for new users\n- Is your first call for non-urgent questions\n- Passes bugs to Support (the CSM does not fix bugs)\n\nWhat the CSM does not do:\n- Change pricing or approve discounts\n- Build custom features\n- Settle billing disputes (the billing team does)\n\nInternal notes: marketing likes the phrases \"value realization\" and \"stakeholder alignment\". Customers often say \"so you're basically sales?\". The question comes from the operations lead at a new customer.","rules":[{"type":"plainText"},{"type":"maxSentences","max":4}],"mistakes":[{"title":"Using marketing phrases","why":"The AI copies \"value realization\" from the notes.","fix":"Say: \"Avoid the words value realization, stakeholder and synergies.\"","checks":["r2"]},{"title":"Leaving out what the CSM does not do","why":"The AI lists only positives.","fix":"Say: \"Include one thing I do not do.\"","checks":["r1"]},{"title":"Writing a long answer","why":"The AI explains the whole role in many sentences.","fix":"Say: \"At most 4 sentences.\"","checks":["maxSentences"]},{"title":"Writing in third person","why":"The AI writes \"A CSM helps...\".","fix":"Say: \"Speak as I.\"","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]}],"promptHints":[{"label":"Speaks in first person","patterns":["first person","\"i\"","as i","speak as"]},{"label":"Asks for do and do-not","patterns":["do not do","don't do","does not do","one thing"]},{"label":"Bans the jargon","patterns":["value realization","stakeholder","jargon"]},{"label":"Caps the length","patterns":["under 50","50 words","words"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]}],"hint":"Spoken answers are short and in your own voice. Say what to include, what to admit you do not do and which words to skip.","mission":"Explain out loud what a CSM actually does for them.","musts":["Three things you do","One thing you don't","At most 4 sentences"],"rubricLabels":["The answer is spoken in the first person (\"I\") and mentions at least three things the CSM does, from the role sheet","It names one thing the CSM does not do (pricing or discounts, custom features, billing disputes, or fixing bugs)","It does not use the words value realization, stakeholder or synergies, and it contains nothing except the answer"]}