{
  "id": "role:customer-success-manager",
  "_kind": "Role",
  "_file": "domain/roles/roles-business.yaml",
  "_cluster": "domain",
  "attributes": {
    "displayName": "Customer Success Manager",
    "isAgentic": false,
    "automatability": 0.3,
    "description": "Owns the post-sale relationship with a portfolio of customers, ensuring they\nrealize the intended value from the product and renew or expand their contracts.\nConducts regular business reviews, monitors adoption health metrics, and\ncoordinates with support and product teams to resolve friction. Acts as the\ncustomer's advocate internally, surfacing churn signals and growth opportunities.\n",
    "seniority": "mid"
  },
  "outgoingEdges": [
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      "to": "responsibility:stakeholder-communication",
      "kind": "holds_responsibility"
    },
    {
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      "to": "responsibility:customer-escalation",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:customer-success-manager",
      "to": "responsibility:sla-management",
      "kind": "holds_responsibility"
    },
    {
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      "to": "responsibility:metric-definition",
      "kind": "holds_responsibility"
    },
    {
      "from": "role:customer-success-manager",
      "to": "domain:software-engineering",
      "kind": "requires_skill",
      "attributes": {
        "level": "novice"
      }
    },
    {
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      "to": "specialization:technical-documentation",
      "kind": "requires_skill",
      "attributes": {
        "level": "novice"
      }
    }
  ],
  "incomingEdges": [
    {
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      "to": "role:customer-success-manager",
      "kind": "involves_role"
    },
    {
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      "to": "role:customer-success-manager",
      "kind": "involves_role"
    },
    {
      "from": "workflow:user-feedback-loop",
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      "kind": "involves_role"
    },
    {
      "from": "lib-agent:customer-experience--escalation-coordinator",
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      "attributes": {
        "weight": 1
      }
    },
    {
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      "attributes": {
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      }
    },
    {
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      "attributes": {
        "weight": 1
      }
    },
    {
      "from": "lib-agent:logistics--freight-coordinator",
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      }
    },
    {
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      }
    },
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    {
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