Customer success management roles
Roles added with Customer Success Management.
| Role title | Description | Contains roles | User persona |
|---|---|---|---|
| sn\_ti\_core.delete | Role for delete access on records of Technology case table and Customer Success Choice. | ||
| sn\_ti\_core.admin | Admin access on records of Technology case table and Customer Success Choice. | ||
| sn\_acct\_lc.customer\_success\_viewer | The success viewer role provides authorized users the ability to view engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success. | ||
| sn\_acct\_lc.customer\_success\_agent | Enables read, create, and update access to engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success. | Customer Success Manager | |
| sn\_acct\_lc.customer\_success\_application\_admin | Enables read, create, and update access to engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success. | ||
| sn\_acct\_lc.success\_play\_admin | Enables create, update, and delete access to workflow definition records as well as read, write, and update access for entities within customer success. | ||
| sn\_acct\_lc.customer\_success\_customer | Customer role to interact with customer success team members from the provider organization. | ||
| sn\_acct\_lc.engagement\_admin | Admin access to the Engagement \(sn\_acct\_lc\_engagement\) table. | - sn\_acct\_lc.engagement\_write - sn\_acct\_lc.engagement\_delete - sn\_acct\_lc.engagement\_read | |
| sn\_acct\_lc.success\_objective\_admin | Admin access to Success Objective \(sn\_acct\_lc\_success\_objective\) table. | - sn\_acct\_lc.success\_objective\_write - sn\_acct\_lc.success\_objective\_delete - sn\_acct\_lc.success\_objective\_read | |
| sn\_acct\_lc.success\_outcome\_admin | Admin access to Success Outcome \(sn\_acct\_lc\_success\_outcome\) table. | - sn\_acct\_lc.success\_outcome\_write - sn\_acct\_lc.success\_outcome\_delete - sn\_acct\_lc.success\_outcome\_read | |
| sn\_acct\_lc.success\_initiative\_admin | Admin access to Success Initiative \(sn\_acct\_lc\_success\_initiative\) table. | - sn\_acct\_lc.success\_initiative\_write - sn\_acct\_lc.success\_initiative\_delete - sn\_acct\_lc.success\_initiative\_read | |
| sn\_acct\_lc.success\_case\_admin | Admin access to Customer Play \(sn\_acct\_lc\_success\_case\) table. | - sn\_acct\_lc.success\_case\_write - sn\_acct\_lc.success\_case\_delete - sn\_acct\_lc.success\_case\_read | |
| sn\_acct\_lc.touchpoint\_admin | Admin access to Touchpoint \(sn\_acct\_lc\_touchpoint\) table. | - sn\_acct\_lc.touchpoint\_write - sn\_acct\_lc.touchpoint\_delete - sn\_acct\_lc.touchpoint\_read | |
| sn\_acct\_lc.success\_task\_admin | Admin access to Success Task \(sn\_acct\_lc\_success\_task\) table. | - sn\_acct\_lc.success\_task\_write - sn\_acct\_lc.success\_task\_delete - sn\_acct\_lc.success\_task\_read | |
| sn\_acct\_lc.internal\_play\_admin | Admin access to Internal Play \(sn\_acct\_lc.internal\_play\) table. | - sn\_acct\_lc.internal\_play\_write - sn\_acct\_lc.internal\_play\_delete - sn\_acct\_lc.internal\_play\_read | |
| sn\_acct\_lc.internal\_play\_task\_admin | Admin access to Internal Play Task \(sn\_acct\_lc.internal\_play\_task\) table. | - sn\_acct\_lc.internal\_play\_task\_write - sn\_acct\_lc.internal\_play\_task\_delete - sn\_acct\_lc.internal\_play\_task\_read | |
| sn\_acct\_lc.risk\_signal\_issue\_admin | Admin access to the risk signal \(sn\_acct\_lc.risk\_signal\_issue\) table. | - sn\_acct\_lc.risk\_signal\_issue\_write - sn\_acct\_lc.risk\_signal\_issue\_delete - sn\_acct\_lc.risk\_signal\_issue\_read | |
| sn\_acct\_lc.definition\_record\_admin | Admin access to the Customer Success Definition \(sn\_acct\_lc\_definition\_record\) table. | - sn\_acct\_lc.definition\_record\_write - sn\_acct\_lc.definition\_record\_delete - sn\_acct\_lc.definition\_record\_read | |
| sn\_acct\_lc.success\_launcher\_notifier\_admin | Admin access to the Success Launcher Notifier \(sn\_acct\_lc\_success\_launcher\_notifier\) table. | - sn\_acct\_lc.success\_launcher\_notifier\_write - sn\_acct\_lc.success\_launcher\_notifier\_delete - sn\_acct\_lc.success\_launcher\_notifier\_read | |
| sn\_acct\_lc.risk\_signal\_solution\_admin | Admin access for the Risk issue solution \(sn\_acct\_lc\_risk\_signal\_solution\_relationship\) table. | - sn\_acct\_lc.risk\_signal\_solution\_write - sn\_acct\_lc.risk\_signal\_solution\_delete - sn\_acct\_lc.risk\_signal\_solution\_read | |
| sn\_acct\_lc.squad\_member\_admin | Admin access to the Squad Member \(sn\_acct\_lc\_squad\_member\) table. | - sn\_acct\_lc.squad\_member\_write - sn\_acct\_lc.squad\_member\_delete - sn\_acct\_lc.squad\_member\_read | |
| sn\_acct\_lc.engagement\_contract\_admin | Admin access to the Engagement contract \(sn\_acct\_lc\_engagement\_contract\_relationship\) table. | - sn\_acct\_lc.engagement\_contract\_write - sn\_acct\_lc.engagement\_contract\_delete - sn\_acct\_lc.engagement\_contract\_read | |
| sn\_ti\_core\_ale\_choice | Read/Report View | Provides read and report view access to sn\_ti\_core\_read role | |
| sn\_ti\_core\_ale\_choice | Create/Write | Provides create and write access to sn\_ti\_core\_write role | |
| sn\_ti\_core\_ale\_choice | Delete | Provides delete access to sn\_ti\_core\_delete role | |
| sn\_acct\_lc\_engagement | Delete | Provides delete access to sn\_acct\_lc.engagement\_delete role | |
| sn\_acct\_lc\_success\_objective | Read/Report View | Provides read and report view access to sn\_acct\_lc.success\_objective\_read role | |
| sn\_acct\_lc\_success\_objective | Create/Write | Provides create and write access to sn\_acct\_lc.success\_objective\_write role | |
| sn\_acct\_lc\_success\_objective | Delete | Provides delete access to sn\_acct\_lc.success\_objective\_delete role | |
| sn\_acct\_lc\_success\_outcome | Read/Report View | Provides read and report view access to sn\_acct\_lc.success\_outcome\_read role | |
| sn\_acct\_lc\_success\_outcome | Create/Write | Provides create and write access to sn\_acct\_lc.success\_outcome\_write role | |
| sn\_acct\_lc\_success\_outcome | Delete | Provides delete access to sn\_acct\_lc.success\_outcome\_delete role | |
| sn\_acct\_lc\_success\_initiative | Read/Report View | Provides read and report view access to sn\_acct\_lc.success\_initiative\_read role | |
| sn\_acct\_lc\_success\_initiative | Create/Write | Provides create and write access to sn\_acct\_lc.success\_initiative\_write role | |
| sn\_acct\_lc\_success\_initiative | Delete | Provides delete access to sn\_acct\_lc.success\_initiative\_delete role | |
| sn\_acct\_lc\_success\_case | Read/Report View | Provides read and report view access to sn\_acct\_lc.success\_case\_read role | |
| sn\_acct\_lc\_success\_case | Create/Write | Provides create and write access to sn\_acct\_lc.success\_case\_write role | |
| sn\_acct\_lc\_success\_case | Delete | Provides delete access to sn\_acct\_lc.success\_case\_delete role | |
| sn\_acct\_lc\_touchpoint | Read/Report View | Provides read and report view access to sn\_acct\_lc.touchpoint\_read role | |
| sn\_acct\_lc\_touchpoint | Create/Write | Provides create and write access to sn\_acct\_lc.touchpoint\_write role | |
| sn\_acct\_lc\_touchpoint | Delete | Provides delete access to sn\_acct\_lc.touchpoint\_delete role | |
| sn\_acct\_lc\_success\_task | Read/Report View | Provides read and report view access to sn\_acct\_lc.success\_task\_read role | |
| sn\_acct\_lc\_success\_task | Create/Write | Provides create and write access to sn\_acct\_lc.success\_task\_write role | |
| sn\_acct\_lc\_success\_task | Delete | Provides delete access to sn\_acct\_lc.success\_task\_delete role | |
| sn\_acct\_lc\_internal\_play | Read/Report View | Provides read and report view access to sn\_acct\_lc.internal\_play\_read role | |
| sn\_acct\_lc\_internal\_play | Create/Write | Provides create and write access to sn\_acct\_lc.internal\_play\_write role | |
| sn\_acct\_lc\_internal\_play | Delete | Provides delete access to sn\_acct\_lc.internal\_play\_delete role | |
| sn\_acct\_lc\_internal\_play\_task | Read/Report View | Provides read and report view access to sn\_acct\_lc.internal\_play\_task\_read role | |
| sn\_acct\_lc\_internal\_play\_task | Create/Write | Provides create and write access to sn\_acct\_lc.internal\_play\_task\_write role | |
| sn\_acct\_lc\_internal\_play\_task | Delete | Provides delete access to sn\_acct\_lc.internal\_play\_task\_delete role | |
| sn\_acct\_lc\_risk\_signal\_issue | Read/Report View | Provides read and report view access to sn\_acct\_lc.risk\_signal\_issue\_read role | |
| sn\_acct\_lc\_risk\_signal\_issue | Create/Write | Provides create and write access to sn\_acct\_lc.risk\_signal\_issue\_write role | |
| sn\_acct\_lc\_risk\_signal\_issue | Delete | Provides delete access to sn\_acct\_lc.risk\_signal\_issue\_delete role | |
| sn\_acct\_lc\_definition\_record | Read/Report View | Provides read and report view access to sn\_acct\_lc.definition\_record\_read role | |
| sn\_acct\_lc\_definition\_record | Create/Write | Provides create and write access to sn\_acct\_lc.definition\_record\_write role | |
| sn\_acct\_lc\_definition\_record | Delete | Provides delete access to sn\_acct\_lc.definition\_record\_delete role | |
| sn\_acct\_lc\_success\_launcher\_notifier | Read/Report View | Provides read and report view access to sn\_acct\_lc.success\_launcher\_notifier\_read role | |
| sn\_acct\_lc\_success\_launcher\_notifier | Create/Write | Provides create and write access to sn\_acct\_lc.success\_launcher\_notifier\_write role | |
| sn\_acct\_lc\_success\_launcher\_notifier | Delete | Provides delete access to sn\_acct\_lc.success\_launcher\_notifier\_delete role | |
| sn\_acct\_lc\_engagement\_contract\_relationship | Read/Report View | Provides read and report view access to sn\_acct\_lc.engagement\_contract\_relationship\_read role | |
| sn\_acct\_lc\_engagement\_contract\_relationship | Create/Write | Provides create and write access to sn\_acct\_lc.engagement\_contract\_relationship\_write role | |
| sn\_acct\_lc\_engagement\_contract\_relationship | Delete | Provides delete access to sn\_acct\_lc.engagement\_contract\_relationship\_delete role | |
| sn\_acct\_lc\_squad\_member | Read/Report View | Provides read and report view access to sn\_acct\_lc.squad\_member\_read role | |
| sn\_acct\_lc\_squad\_member | Create/Write | Provides create and write access to sn\_acct\_lc.squad\_member\_write role | |
| sn\_acct\_lc\_squad\_member | Delete | Provides delete access to sn\_acct\_lc.squad\_member\_delete role | |
| sn\_acct\_lc\_risk\_signal\_solution\_relationship | Read/Report View | Provides read and report view access to risk\_signal\_solution\_relationship\_read role | |
| sn\_acct\_lc\_risk\_signal\_solution\_relationship | Create/Write | Provides create and write access to risk\_signal\_solution\_relationship\_write role | |
| sn\_acct\_lc\_risk\_signal\_solution\_relationship | Delete | Provides delete access to risk\_signal\_solution\_relationship\_delete role | |
| sn\_acct\_lc\_data\_validation\_assist | create | Enable create access on records in sn\_acct\_lc\_data\_validation\_assist, for users with role sn\_acct\_lc.data\_validation\_assist\_create | |
| sn\_acct\_lc\_data\_validation\_assist | read | Enable read access on records in sn\_acct\_lc\_data\_validation\_assist, for users with role sn\_acct\_lc.data\_validation\_assist\_read | |
| sn\_acct\_lc\_data\_validation\_assist | report\_view | Enable report\_view access on records in sn\_acct\_lc\_data\_validation\_assist, for users with role sn\_acct\_lc.data\_validation\_assist\_read | |
| sn\_acct\_lc\_data\_validation\_assist | delete | Enable write access on records in sn\_acct\_lc\_data\_validation\_assist, for users with role sn\_acct\_lc.data\_validation\_assist\_admin | |
| sn\_acct\_lc\_data\_validation\_assist | write | Enable write access on records in sn\_acct\_lc\_data\_validation\_assist, for users with role sn\_acct\_lc.data\_validation\_assist\_write | |
| sn\_acct\_lc\_onb\_case.days\_remaining | read | Enable read for days\_remaining in sn\_acct\_lc\_onb\_case, for users with roles \(sn\_customerservice.customer, sn\_acct\_lc.agent\). | |
| sn\_acct\_lc\_onb\_case.go\_live\_date | read | Enable read for go\_live\_date in sn\_acct\_lc\_onb\_case, for users with roles \(sn\_acct\_lc.agent, sn\_customerservice.customer\). | |
| sn\_acct\_lc\_onb\_case.products | read | Enable read for products in sn\_acct\_lc\_onb\_case, for users with roles \(sn\_customerservice.customer, sn\_acct\_lc.agent\). | |
| sn\_acct\_lc\_onb\_case.stage | read | Enable read for stage in sn\_acct\_lc\_onb\_case, for users with roles \(sn\_customerservice.customer, sn\_acct\_lc.agent\). | |
| sn\_ti\_core\_task.due\_date | read | Enable read for due\_date in sn\_ti\_core\_task, for users with roles \(sn\_customerservice.customer, sn\_ti\_core.read\). | |
| sn\_ti\_core\_task.days\_remaining | read | Enable read for days\_remaining in sn\_ti\_core\_task, for users with roles \(sn\_ti\_core.read, sn\_customerservice.customer\). | |
| sn\_ti\_core\_task.progress | read | Enable read for progress in sn\_ti\_core\_task, for users with roles \(sn\_customerservice.customer, sn\_ti\_core.read\). | |
| sn\_ti\_core\_task.company | read | Enable read for company in sn\_ti\_core\_task, for users with roles \(sn\_customerservice.customer, sn\_ti\_core.read\). | |
| sn\_ti\_core\_task.priority | read | Enable read for priority in sn\_ti\_core\_task, for users with roles \(sn\_customerservice.customer, sn\_ti\_core.read\). | |
| import\_builder | create | Enable create access on records in import\_builder, for users with role import\_builder\_create. | |
| import\_builder | write | Enable write access on records in import\_builder, for users with role import\_builder\_write. | |
| import\_builder | read | Enable read access on records in import\_builder, for users with role import\_builder\_read. | |
| sn\_acct\_lc.agent | Responsible for the end-to-end workflow from onboarding customer until account go-live. | - sn\_acct\_lc.customer\_success\_viewer - sn\_acct\_lc.risk\_signal\_issue\_write - sn\_acct\_lc.risk\_signal\_solution\_write - sn\_acct\_lc.squad\_member\_write | Onboarding Manager |
| admin | Responsible for configuring playbook, case type, emails, transform maps, and other necessary components. | ServiceNow admin/developer | |
| sn\_customerservice.customer\_admin | Primary customer contact responsible for managing the customer team involved in the onboarding process. | Onboarding point of contact \(customer\) | |
| sn\_customerservice.customer\_manager | Responsible for the managing customer's ServiceNow instance and setting up the Service Exchange application. | ServiceNow admin/developer \(customer\) | |
| sn\_customerservice.customer | Responsible for providing necessary information like contact information, and locations. Verifies that the data meets the format required by the provider organization. | Foundational Data SME \(Subject matter expert\) | |
| sn\_acct\_lc.success\_manager | A Success Manager \(CSM\) oversees a team of Customer Success Agents to verify that enterprise customers achieve their goals using the provider's products. They build strong relationships, monitor progress toward 'Success outcomes,' and align customer objectives with actionable strategies to drive satisfaction, retention, and growth. | Director of Customer Success | |
| sn\_meeting\_mgmt.meeting\_creator | Granular role used to create and manage touchpoint meetings. | ||
| sn\_acct\_lc.customer\_success\_application\_admin | Granular role used to read, create, and update access to engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success. | ||
| sn\_data\_ctx\_engine.sn\_data\_ctx\_engine\_admin | Granular role used to read and write to the data context engine. | ||
| sn\_prod\_cap\_core.sn\_prod\_cap\_core\_admin | Granular role used for product capability. | ||
| sn\_prod\_cap\_core.usage\_admin | Granular role used for product capability. |
Parent Topic:Customer Success Management reference