Risk Scenario Drill

Champion left and the replacement is skeptical

The old champion drove adoption, the replacement inherited the tool, and the account health score has not caught up.

Stakeholder Mapping Enterprise CSM 35 minutes Individual CSMCS LeaderTeam Drill

Safe Composite Note

Safe composite inspired by recurring public CS patterns. No direct post, name, company, screenshot, or traceable detail is reused.

Decision Prompt

What is the next move when usage says healthy but stakeholder reality says risk?

Situation Brief

Your champion left the company three weeks ago. Their replacement joined from a team that used a competitor, inherited the budget, and asked why the current tool is still needed. Usage is still healthy because the old champion's team remains active.

Available Evidence

Health score is green because admin usage and ticket volume look normal.
The new leader declined the roadmap call and asked for a business case instead.
The old champion owned the renewal narrative and the internal enablement plan.
Two power users say nothing has changed day to day.
Procurement renewal prep begins in 45 days.
The AE says the account is fine because usage has not dropped.
No one knows whether the replacement controls budget or only operational approval.

Answer Rubric

What strong judgment sounds like.

Strong answer

Treat this as stakeholder risk before it becomes usage risk.

Override the green health score with a manager-reviewed stakeholder risk note.
Map the replacement's authority, evaluation criteria, and prior competitor bias.
Create a business-case recap that uses confirmed outcomes and names missing proof.
Ask power users for workflow evidence that matters to the replacement, not just usage comfort.
Align Sales and CS on a re-onboarding conversation before procurement starts.

Weak answer patterns

Waiting for usage to drop before acting.
Sending the old champion's value narrative to a skeptical replacement.
Treating competitor history as an objection before understanding the replacement's goals.
Letting Sales assume green health means low renewal risk.

Manager Coaching Notes

Ask whether the CSM can explain why the health score is misleading.
Score the stakeholder map on authority, influence, bias, and proof needed.
Require a customer-facing message that re-earns relevance without sounding defensive.

AI Practice Prompt

Practice with your AI tool of choice.

          Analyze the stakeholder-change risk. Produce a manager risk note, replacement stakeholder map, and business-case recap. Separate usage health from political risk and do not assume the replacement is hostile.

Team CTA