AE → CSM Handoff

Turn a closed-won deal into a complete, structured handoff packet for Customer Success — stakeholders, promised outcomes, committed timelines, known risks, success criteria, and everything the AE said that the CSM needs to know. The Customer Agent pulls deal context from Gong and CRM; the Summary Agent produces the handoff packet ready for the kickoff call.

Keep Salesforce and your CS tool. Replace the rushed Slack DM to the CSM, the missed CRM notes, and the 45-minute handoff call where the AE reads from memory.

The team

• [[.agents/customer-agent]] — Customer Agent (lead). Pulls deal context from Gong transcripts, CRM opportunity notes, and email threads. Owns the factual accuracy of the handoff packet.
• [[.agents/summary-agent]] — Summary Agent. Structures the raw deal context into a clean, CSM-ready handoff packet: stakeholders, outcomes promised, risks flagged, success criteria, and timeline.

Recurring rhythm

Cadence	Job	Owner	Output
On demand	[[.jobs/handoff-packet]]	Customer Agent	Handoff packet generated in /handoffs/<account>/packet.md (enabled: false)
Weekly (Mon 09:00)	[[.jobs/weekly-handoff-qa]]	Summary Agent	QA sweep of handoffs from the past 30 days; gaps flagged in /handoffs/qa-report.md

How to run the demo

1. Open the [[handoff-packet]] — the Handoff Packet viewer for Meridian Foods: deal summary, stakeholder grid, promised outcomes, known risks, success criteria, and go-live timeline.
2. Browse /handoffs/meridian-foods/ — the full handoff packet files the agents produce.
3. Check /handoffs/qa-report.md — the weekly QA report flagging incomplete or inconsistent handoffs.

Connectors

Required: Salesforce (closed-won opportunity, contacts, deal notes), Gong (call transcripts, key moments, commitments made on calls), Gmail or Outlook (email threads), Slack (deal channel). Recommended: Gainsight or ChurnZero or Totango (CS tool receiving the handoff), HubSpot (CRM alternative).

Every artifact is a file. The handoff packet lives in /handoffs/<account>/packet.md — the CSM can open it before the kickoff call without asking the AE anything.