CSM handoff: Breeze agent health assessment and brief when the customer success owner changes

Outcome. The moment an account changes customer success manager, the incoming owner gets a written health assessment and a handoff brief on the record and in a task, instead of a calendar invite three weeks later and a scroll through two years of timeline.

Workflow map Enrollment, branches and actions at a glance renewal-expansion-050

flowchart TD
    A[Customer success owner changes] --> B[Status = In progress]
    B --> C[Run an agent: health assessment into property]
    C --> D{First line of the assessment}
    D -->|RATING: RED| E[Rating Red, urgent task, notify, add to list]
    D -->|RATING: AMBER| F[Rating Amber]
    D -->|else| G[Rating Green]
    E --> H[Handoff brief task for the new owner]
    F --> H
    G --> H
    H --> I[Store brief, set handoff date, status Brief pending review]

When to use it, when not to

• UseUse it when customer success ownership is tracked in a property and changes often enough that verbal handoffs lose things: reorganisations, territory changes, parental leave, people leaving.
• UseUse it when the account context that matters is already in the CRM (open tickets, renewal date, contract value, last activity, deals, notes). The assessment can only read what is there.
• SkipDo not use it as a replacement for a live handoff conversation on strategic accounts. It removes the blank page, it does not remove the meeting.
• SkipDo not run the AI path if your account notes contain anything you are not allowed to process with a generative model. Use the no-AI fallback in the Steps section instead.