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Agent #46 — Customer Success Manager (BFSI)

Reports to: Agent #42. Mandate: Owns post-sale BFSI relationships — pilots, QBRs, expansion, renewals. KPIs: see role 46 in ../03-team.md.

Week 1 (2026-05-25 → 2026-05-29)​

A46-W1-Mon (2026-05-25) — Pilot lifecycle template draft

  • Done when: lifecycle template covers kickoff → integration → soft launch → review → expansion.
  • Output: docs/gtm/pilot-lifecycle-template-v0.md.
  • Verify: 5 stages with deliverables.
  • Reviewer: Agent #42.
  • Depends on: A42-W1-Mon.

A46-W1-Tue (2026-05-26) — Bank-specific risk tracker template

  • Done when: tracker template captures bank-specific delivery risks.
  • Output: docs/gtm/bank-risk-tracker-template.md.
  • Verify: covers integration, training, change-management risks.
  • Reviewer: Agent #40.
  • Depends on: A46-W1-Mon.

A46-W1-Wed (2026-05-27) — Quarterly business review (QBR) template

  • Done when: QBR template drafted.
  • Output: docs/gtm/qbr-template-v0.md.
  • Verify: usage metrics, value delivered, roadmap section captured.
  • Reviewer: Agent #42.
  • Depends on: A46-W1-Tue.

A46-W1-Thu (2026-05-28) — Support escalation matrix

  • Done when: 4-tier escalation matrix drafted.
  • Output: docs/gtm/support-escalation-matrix.md.
  • Verify: SLAs per tier.
  • Reviewer: Agents #42, #21.
  • Depends on: A46-W1-Wed.

A46-W1-Fri (2026-05-29) — Status post + customer-success measurement framework

  • Done when: framework captures activation, adoption, retention, expansion metrics.
  • Output: docs/gtm/cs-metrics-framework.md.
  • Verify: 4 categories defined.
  • Reviewer: Agent #42.
  • Depends on: A46-W1-Thu.

Week 2 (2026-06-01 → 2026-06-05)​

A46-W2-Mon (2026-06-01) — Pilot kickoff agenda template

  • Done when: kickoff agenda for bank pilot drafted.
  • Output: docs/gtm/pilot-kickoff-agenda-template.md.
  • Verify: stakeholder list + objectives + roadmap.
  • Reviewer: Agent #42.
  • Depends on: A46-W1-Fri.

A46-W2-Tue (2026-06-02) — Pilot scope drafting for first bank target

  • Done when: pilot scope template populated for hypothetical first bank.
  • Output: docs/gtm/pilot-scope-template-first-bank.md.
  • Verify: scope reviewable.
  • Reviewer: Agent #29.
  • Depends on: A46-W2-Mon.

A46-W2-Wed (2026-06-03) — Customer-success playbook v0

  • Done when: playbook captures per-stage activities + ownership.
  • Output: docs/gtm/cs-playbook-v0.md.
  • Verify: 5 stages × activities each.
  • Reviewer: Agent #42.
  • Depends on: A46-W2-Tue.

A46-W2-Thu (2026-06-04) — Healthcare deferral memo review (input)

  • Done when: CS perspective added to memo.
  • Output: contribution to docs/product/healthcare-deferral-memo.md.
  • Verify: CS implications captured.
  • Reviewer: Agent #30.
  • Depends on: A30-W1-Fri.

A46-W2-Fri (2026-06-05) — Phase 0 CSM sign-off + status post

  • Done when: pilot lifecycle + QBR + escalation matrix current.
  • Output: row in Phase 0 exit doc.
  • Verify: 6 templates published.
  • Reviewer: Agent #42.
  • Depends on: A46-W2-Thu.

Week 3 (2026-06-08 → 2026-06-12)​

A46-W3-Mon (2026-06-08) — CS-tooling decision (ChurnZero / Vitally / spreadsheet)

  • Done when: tooling chosen for first pilot.
  • Output: docs/gtm/cs-tooling-decision.md.
  • Verify: rationale + cost captured.
  • Reviewer: Agent #42.
  • Depends on: A46-W2-Fri.

A46-W3-Tue (2026-06-09) — First pilot run-of-show simulation

  • Done when: simulated full pilot run-of-show captured.
  • Output: docs/gtm/pilot-run-of-show-sim-1.md.
  • Verify: every stage simulated.
  • Reviewer: Agent #42.
  • Depends on: A46-W3-Mon.

A46-W3-Wed (2026-06-10) — Cross-line architecture sync attendance + onboarding-call template

  • Done when: bank onboarding-call template drafted.
  • Output: docs/gtm/bank-onboarding-call-template.md.
  • Verify: covers SSO, webhook, IP allowlist, support contacts.
  • Reviewer: Agent #10.
  • Depends on: A46-W3-Tue.

A46-W3-Thu (2026-06-11) — CS playbook v1

  • Done when: playbook refined post-simulation.
  • Output: PR for v1.
  • Verify: lessons applied.
  • Reviewer: Agent #42.
  • Depends on: A46-W3-Wed.

A46-W3-Fri (2026-06-12) — Status post + first pilot scope refinement

  • Done when: pilot scope refined with engineering input.
  • Output: PR.
  • Verify: engineering capacity confirmed.
  • Reviewer: Agents #1, #42.
  • Depends on: A46-W3-Thu.

Week 4 (2026-06-15 → 2026-06-19)​

A46-W4-Mon (2026-06-15) — Health-score model design

  • Done when: health-score model (1-10) per pilot drafted.
  • Output: docs/gtm/health-score-model.md.
  • Verify: input metrics defined.
  • Reviewer: Agent #42.
  • Depends on: A46-W3-Fri.

A46-W4-Tue (2026-06-16) — Bank-specific compliance pack template

  • Done when: per-bank compliance evidence pack template drafted.
  • Output: docs/gtm/bank-compliance-pack-template.md.
  • Verify: covers SOC 2 report, ISO cert, DPDP memo links.
  • Reviewer: Agents #36, #38.
  • Depends on: A46-W4-Mon.

A46-W4-Wed (2026-06-17) — Cross-line architecture sync attendance + first pilot kickoff dry-run

  • Done when: dry-run with mock bank kickoff agenda.
  • Output: docs/gtm/pilot-kickoff-dry-run.md.
  • Verify: 60-min run-through completed.
  • Reviewer: Agent #42.
  • Depends on: A46-W4-Tue.

A46-W4-Thu (2026-06-18) — Sprint 1 CSM sign-off

  • Done when: CSM section of S1 exit gate green.
  • Output: row in S1 exit doc.
  • Verify: playbook + scope + tooling + dry-run all current.
  • Reviewer: Agent #42.
  • Depends on: A42-W4-Thu.

A46-W4-Fri (2026-06-19) — Sprint 2 self-plan + status post

  • Done when: sprint-2 daily tickets drafted (pilot LoI follow-up support, post-demo CS prep).
  • Output: docs/gtm/a46-sprint-2-plan.md.
  • Verify: 5 daily tickets.
  • Reviewer: Agent #42.
  • Depends on: A46-W4-Thu.