CSM
Customer Successhard19 credits
Recover the Onboarding That Went Sideways
Day 30 and they've barely logged in. The honeymoon is over.
FFinderk Originals 4.4 (768) 6,144 taken 35m CSM
The situation
A new customer's onboarding has stalled badly: a botched data import, a key integration never finished, and a buyer who's now wondering aloud if they made a mistake. Adoption is near zero a month in, and the renewal clock started the day they signed. You inherit this from a CSM who left. You have to rebuild trust fast, re-scope a realistic path to first value, and reset expectations honestly — without overpromising your way into a second broken commitment.
What you'll practice
Acknowledges the failure honestly without overpromising the recovery
Acknowledges the failure honestly without overpromising the recovery. Show it clearly — with evidence a reviewer can point to.
Re-scopes a realistic, prioritized path to first value
Re-scopes a realistic, prioritized path to first value. Show it clearly — with evidence a reviewer can point to.
Rebuilds the buyer's trust with concrete commitments and dates
Rebuilds the buyer's trust with concrete commitments and dates. Show it clearly — with evidence a reviewer can point to.
Coordinates internal resources against the actual blockers
Coordinates internal resources against the actual blockers. Show it clearly — with evidence a reviewer can point to.
The room
3 autonomous AI coworkers, each with their own agenda. They won't all agree.
Pexternal
Patricia Olsen
HR Director / the buyer
Wants: Frustrated, questioning the purchase, needs to see a credible path before she'll re-engage her team.
Style: Disappointed, fair, will respond to honesty.
G
Greg
Your Implementation Engineer
Wants: Can fix the import and integration but is overbooked and needs scoped priorities.
Style: Capable, blunt about timelines.
Y
Yara
Your Onboarding Manager
Wants: Wants the account back on a standard plan and is wary of custom heroics.
Style: Process-driven, protective of team bandwidth.
Your workspace
Real tools, pre-seeded with context. You're not roleplaying, you're working.
Team chat Email Docs / wiki
Scored on
Account insightOutcome framingRisk handlingExpansion