Automate the AE to CSM handoff with AI

The AE to CSM handoff is a critical point in the customer journey. Miscommunication or missing context can lead to poor onboarding and churn. This quick start playbook helps automate the full handoff process, no matter what tools your team already uses.

It adapts to your existing CRM, email, calendar, and call tools to gather all key details and generate a complete, shareable report for your customer success team.

How to configure the AE to CSM handoff quick start playbook

Setting up this playbook is simple and flexible. Each step lets you choose the tools your team already uses.

Step 1: Summarize negotiation history and customer expectations

Start by selecting the source of your account data. This is typically your CRM. Bardeen will pull notes, deal stages, and any custom fields that capture negotiation details. Choose from:

• HubSpot
• Salesforce
• Pipedrive
• Affinity
• Zoho

This step ensures that the CSM understands what was discussed, promised, and prioritized during the sales process.

Step 2: Document closed-won reasoning

Next, select the source of your call transcripts. Bardeen will analyze these to extract why the deal was closed, what pain points were solved, and what stood out to the buyer. You can choose from:

• Fireflies
• Zoom
• Gong
• Google Calendar
• Microsoft Outlook Calendar

This step helps the CSM understand the value drivers and expectations behind the deal.

Step 3: Outline deliverables, deadlines, and milestones

Bardeen will now gather and organize all key deliverables and timelines. This includes onboarding tasks, product setup, and any promised deadlines. This data may come from CRM notes, emails, or call summaries. Having this clearly outlined helps the CSM manage onboarding effectively.

Step 4: Highlight evolving priorities and key onboarding insights

Here, Bardeen will look for any changes in customer goals or new insights shared during late-stage calls or emails. This helps the CSM stay updated on what matters most to the customer right now. It also supports better lead enrichment and ongoing relationship management.

Step 5: Create a handoff report for strategic onboarding

Finally, choose how you want to share the report. Bardeen will format all the gathered data into a clean, structured document. You can:

• Save in Google Drive
• Save in OneDrive
• Send to Slack
• Send to Microsoft Teams
• Send via Google Mail
• Send via Microsoft Outlook

This step ensures that the handoff is documented, easy to access, and shared with the right people.

How to automate the AE to CSM handoff with Bardeen’s quick start playbook?

Automating the AE to CSM handoff ensures that customer expectations, deal context, and onboarding needs are clearly passed to the CSM. This reduces back-and-forth, avoids missed details, and helps teams deliver a better customer experience from day one.

Benefits of automating the AE to CSM handoff

This playbook helps reduce friction between sales and customer success by ensuring all key information is captured and shared.

Capture full deal context automatically

Instead of manually summarizing call notes and emails, Bardeen pulls data from your CRM, email threads, and call transcripts. This ensures that the CSM gets a full picture of the negotiation history and customer expectations. It also supports better sales lead management by keeping all deal data structured and accessible.

Improve onboarding with clear deliverables

The playbook outlines key deliverables, deadlines, and milestones from the deal. This helps CSMs plan onboarding more effectively and aligns internal teams. It also supports customer success teams in managing expectations and tracking progress.

Align teams with a single source of truth

The final handoff report includes evolving priorities and onboarding insights. This ensures that all stakeholders are aligned on what matters most to the customer. It also helps revenue operations teams keep track of handoff quality and consistency.

Ways to automate the AE to CSM handoff

This playbook automates several key activities that are often done manually or skipped entirely.

Pull past communication history

Automatically gather email threads and call transcripts from tools like Gmail, Outlook, Zoom, or Gong. This gives the CSM access to all past conversations without needing to ask the AE for context.

Extract key deal insights

Use automation to extract closed-won reasoning, customer goals, and negotiation outcomes from CRM notes and call summaries. This ensures that the CSM understands why the deal was won and what the customer expects.

Generate and share a structured report

Bardeen creates a formatted report that includes all relevant details. It can be saved to a shared drive, sent via email, or posted in Slack or Teams. This keeps everyone on the same page and creates a repeatable process.