CSM Promise Preflight for Customer Success Leads at B2B SaaS

For heads of customer success at founder-led B2B SaaS firms (50-200 staff, £3-15M ARR, 30-150 enterprise customers). Their CSMs make dozens of forward-looking commitments to customers every week — 'we'll lift your activation 25% by month-end,' 'feature X will be live before your renewal,' 'we'll close the integration by Friday.' Most are never tracked back. A few CSMs systematically over-promise on specific dimensions and the head only finds out at the churn meeting. Promise Preflight sits between the CSM and the customer channel: the CSM types a structured commitment (target, customer, deadline) before sending, and the gate returns (a) that CSM's own historical miss-pattern on this commitment type, (b) an interrogation prompt tuned to where they previously drifted. Outcomes resolve from product telemetry plus Gainsight at 14-90 day windows, feeding per-CSM procedural memory. AE's six-pattern autopsy taxonomy classifies the commitment failure modes; the structured constraint language with lifecycle states and scored retrieval becomes the per-CSM institutional memory the CS lead currently lacks.

Promise Preflight converts AE's prediction-grading and autopsy taxonomy into a workflow-embedded commitment gate that solves the head-of-CS blind spot the 2026 CS playbooks identify, at an ACV and customer count a solo UK founder can reach.

Killed: evidence_search_exhausted.