Roleplay Scenarios
This handbook page collects links to all roleplaying scenarios, for CSMs to utilize to improve their conversations and enable them to be audible-ready.
View the CSM Handbook homepage for additional CSM-related handbook pages.
Roleplay Scenarios
- Success planning and uncovering strategic goals
- “Ticklish Licorice” scenario
- Customer info sheet
- CSM info sheet
- This scenario can be done 1:1 where the person acting as the customer can choose to be George or Alicia, but this scenario can be extra impactful in a group setting with multiple people acting as different customer personas.
- “Green Grass Medical” scenario
- Background info
- This roleplay is part of the “CSM Building Success Plans” EdCast course
- “Ticklish Licorice” scenario
- Stage expansion
- Secure
- Verify
- Booking an EBR
- Onboarding/customer kickoffs
- Kickoff
- Rubric
- Part of Sales Quick Start
- TODO build scenario and roles
- Rubric
- Kickoff
- Pre-sales
Customer Personas
These role-play scenarios are designed to practice identifying and gaining access to people in the listed personas.
Development Lead or Other Stakeholder
The defined persona for somebody in a leadership role within the customer’s development or engineering department.
Software Security Lead
The defined persona for somebody responsible for a customer’s application security.
Development Lead Kickoff
Initial meeting between the CSM and an identified contact who is a development lead persona.
Last modified December 3, 2023: Migrate automation from www-gitlab-com to handbook (
6184f29b)
