CSO — standards matrix
Purpose: Scannable view of what good looks like for a Client Success Owner (CSO), aligned to the delivery team charter. Deep detail lives in linked docs—do not duplicate long prose here.
Matrix A — By operating area
| Area | Standard (summary) | Observable evidence | Default cadence | Primary artifacts | Deep link |
|---|---|---|---|---|---|
| Narrative & ownership | CSO owns client-facing story and plan defensibility | Can answer what/when/why without deferring only to engineering; PRM narrative coherent | Per engagement + PRM | SOW ↔ project plan, steering notes | CSO role; project ownership |
| Client comms | No surprises; async-first; tangible weekly value | Written updates; weekly touchpoint with artifact when possible; sponsor not blindsided | Daily pulse, weekly formal/semi-formal | Slack/email, decks, demos | Client communication standards |
| Plan & Linear | Board matches story; milestones client-meaningful | Initiatives/projects/milestones/issues reflect approved plan; blockers visible | Daily scan | Linear | Project management standards |
| Risk & escalation | Escalate early with clear owner | CSO surfaces risk internally before it becomes client fire drill | As needed | Escalation notes, leadership sync | Head of Delivery standards guide |
| Renewal & expansion | Commercial sense; trajectory vs SOW | Expansion/renewal signals captured; scope drift flagged | Monthly / quarterly | CRM notes, vault, leadership | CSO skills catalog |
| Teaming | Partner with SL; don’t outsource narrative | SL signs technical feasibility; CSO still presents and owns account health | Ongoing | PRM prep, async SL alignment | Project ownership guide |
Matrix B — Charter themes × CSO behaviors
| Charter theme | CSO-specific behavior |
|---|---|
| Presence & participation | Lead client forums with POV; coachable on feedback from HoD and SL |
| Ownership & accountability | Accountable for renewal posture and comms cadence—not for every IC task |
| Delivery excellence | Frame outcomes and milestones for the client; insist on outcome language in updates |
| Communication discipline | Default: status, risks, asks, next steps in internal and client-appropriate form |
| Collaboration | Single owner of external narrative; SL owns technical truth—no split messages |
| Continuous improvement | Retros tied to charter misses (surprises, dropped loops, weak POV) |
Related
- Delivery team charter
- Delivery performance rubric — coaching ICs as CSO
- CSO README
Last updated: 2026-03-23