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Signals ranked by customer impact, timing, and ownership.
Where evidence exists versus where the CSM still needs proof.
EBRs, renewal gates, and technical checkpoints.
Recommendations stay proposed until the CSM approves them.
Public platform benchmarks translated into CSM checkpoints.
These are public marketing benchmarks from the DTEX platform site, not contractual SLAs. CSM uses them as expectation-setting checkpoints only.
Click any row for the full account workspace: stakeholders, success plan, technical state, meetings, notes, support, i³, renewal, and approvals.
| Account | Industry | Segment | ARR | Health | Lifecycle | Coverage | Renewal | Primary outcome | Next best action |
|---|
Outcome, owner, milestone, proof, and due date — not a feature checklist.
CSM does not absorb every task; the correct internal owner stays explicit.
Account strategy, value realization, executive alignment, adoption, EBRs, renewal risk, customer advocacy.
Technical lifecycle, onboarding architecture, environment stability, integrations, tuning, upgrades, optimization.
Investigation/intelligence requests and insider-risk program expertise where contracted.
Ticket resolution, root cause, product defects, roadmap feedback, complex technical escalation.
Commercial strategy, expansion, pricing, and closure after CSM earns the opportunity through customer need.
Customer maturity across Human, Data, AI, investigations, and integrations.
Reduced triage/investigation time with an agreed baseline and period.
Coverage of human, data, and AI activity plus clear use-case adoption.
Documented workflow, policy, stakeholder ownership, and response path.
Reduced noise, stack consolidation, analyst effort, or duplicated workflows.
Account health explicitly tracks privacy, works-council/legal, pseudonymization, data handling, and regional constraints. A technically successful rollout is not healthy if the operating model cannot be approved or sustained.
Scattered account signals become a concise human-reviewed pre-read.
Outcome evidence must be ready before the executive meeting.
Renewal confidence is downstream of technical adoption, value proof, and executive alignment.
Needs-based opportunities aligned with maturity — not random upsell.
Severity, ownership, response target, customer communication, and trust recovery.
Where contracted i³ requests intersect with customer program outcomes.
Used for CSM expectation-setting; DTEX Support determines severity.
| Severity | Public description | Target response | Target resolution | CSM behavior |
|---|---|---|---|---|
| Sev 1 | Software substantially inoperable | Within 2 business hours | Within 5 business days | Own customer comms + escalation path |
| Sev 2 | Substantial feature/performance issue | Within 4 business hours | Within 10 business days | Track impact, workaround, cadence |
| Sev 3 | Malfunction without substantial impact | Within 1 business day | Within 20 business days | Maintain expectation and adoption impact |
| Sev 4 | Cosmetic/documentation issue | Within 5 business days | Within 30 business days | Track, bundle, close loop |
Describe what changed. The recommendation engine will classify the signal, combine relevant context, and propose a next move for human review.