Customers can approve their BRD without waiting for a CSM to be assigned

Approving a business requirements document hands the service lead from sales to the customer success manager who will own it. That handover needs someone to hand it to — so approval was refused until a CSM had been assigned. In practice no lead arrived with one, and the message landed on the customer, who has no way to assign staff.

Every service lead is now raised with a customer success manager already assigned, and leads already in flight have been given one too. Customers can approve their BRD when they are ready.

Sales can still change the assigned CSM at any point before approval — the owner shown on the lead is who the work transfers to.