Life of a CSAM (M)
The CSAM should be leading this monthly value conversation to gain or maintain strategic alignment with key customer stakeholders.
What is the Customer Success Delivery Review ("CSDR")?
Team that engages directly with CSAM field leaders to ensure Success Programs actually land, scale, and get adopted, serving as a key feedback loop between design and the field.
What is the Implementation & Adoption Team?
Success Program is made available to ALL Unified Customers as part of this package in the contract.
What is the "Base" or Foundational Services package?
This team member occasionally enjoys carrying water through the desert.
Who is Ruan Maritz?
This artifact should cover meaningful work scopes, underpin value conversations, and should never be "empty".
What is a Customer Success Plan ("CSP")?
By which day of every month should CSAMs have validated the committed milestones for which they will be held accountable?
What is the 5th of the month?
Co-author and sender of the Consumption Excellence, Usage Excellence, and Execution Excellence newsletters.
Who is David Judge?
These 3 Success Program families align directly to Unified's promises to strengthen security & resiliency, empower cloud success, and drive AI innovation.
What are "Customer Health", "Cloud Deployment", and "AI Innovation"?
This team member previously worked heavily with Digital Natives, enabling startups to build AI solutions on Azure.
Who is Gbenga Ige?
MACC is an acronym for these four words.
What is Microsoft Azure Consumption Commitment?
Instead of metrics, CSAMs are asked to focus on these 3 Execution Priorities for CSAMs (or the 3 customer facing Success Management Services pillars)
What are Customer Health Excellence, Consumption & Usage Excellence, and Delivery Excellence? (or Solution Health, Adoption & Planning, and Executive Partnership)
A recurring series hosted by Pamela that brings in team members and experts to break down key topics and help deepen team understanding.
What are "Thrive Talks"?
The design of Success Program suggests this role should not be very involved in the Success Program delivery at all.
What is the CSAM?
This team member jumps out of planes when not at home near the tennis capital of Wimbledon.
Who is Parminder Rai?
A subset of Success Management Services, this scope encompasses actions that are not customer facing, but empower productivity into the CSAM role.
What is Success Enablement Services?
Name two of the five FY26 CSAM Manager Execution pillars (any two).
What are Customer Engagement; Business Ownership; Team Leadership; MCAPS Collaboration; Coach & Reinforce?
This Italian dish was used by Pamela to illustrate that "breaking eggs" is a sign of pushing boundaries.
What is a frittata?
Name two of the four stages (or phases) of a Success Program (any two).
What are Initial Report, Prioritization Meeting, Event, and Report Out?
One team member attended a party dressed as a shepherd, and even brought this farm animal along.
What is a goat?
Many participated in this GIVE micro event that asks volunteers to spot clogged blood vessels in real brain-imaging data to help Alzheimer's research.
What is Stall Catchers?
These two components of a CSAM's incentive compensation together make up 60% of their RBI.
What are "Total ACR" and "Copilot & Security Usage"?
While Azure and M365 are strong, David recently highlighted this area of the business to be vulnerable and needing urgent attention.
What is conversational AI (chat) and agents?
Success Program, by design, does not cannibalize VBDs... except for this one.
What is the Enterprise Security Assessment ("ESA")?
This team member started a neighborhood Zombie Walk on the Saturdays before Halloween that culminates in a "Thriller" dance.
Who is Steve Henry?
Blended leader KPI combining MIRP, Zonal Redundancy, Priority Recommendations, & Reactivity into 1 metric tracking % of revenue tied to accounts with failing health signals.
What is Customer Health Revenue at Risk?