Customer success management roles

Roles added with Customer Success Management.

Role title	Description	Contains roles	User persona
sn_ti_core.delete	Role for delete access on records of Technology case table and Customer Success Choice.
sn_ti_core.admin	Admin access on records of Technology case table and Customer Success Choice.
sn_acct_lc.customer_success_viewer	The success viewer role provides authorized users the ability to view engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success.
sn_acct_lc.customer_success_agent	Enables read, create, and update access to engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success.		Customer Success Manager
sn_acct_lc.customer_success_application_admin	Enables read, create, and update access to engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success.
sn_acct_lc.success_play_admin	Enables create, update, and delete access to workflow definition records as well as read, write, and update access for entities within customer success.
sn_acct_lc.customer_success_customer	Customer role to interact with customer success team members from the provider organization.
sn_acct_lc.engagement_admin	Admin access to the Engagement (sn_acct_lc_engagement) table.	sn_acct_lc.engagement_write sn_acct_lc.engagement_delete sn_acct_lc.engagement_read
sn_acct_lc.success_objective_admin	Admin access to Success Objective (sn_acct_lc_success_objective) table.	sn_acct_lc.success_objective_write sn_acct_lc.success_objective_delete sn_acct_lc.success_objective_read
sn_acct_lc.success_outcome_admin	Admin access to Success Outcome (sn_acct_lc_success_outcome) table.	sn_acct_lc.success_outcome_write sn_acct_lc.success_outcome_delete sn_acct_lc.success_outcome_read
sn_acct_lc.success_initiative_admin	Admin access to Success Initiative (sn_acct_lc_success_initiative) table.	sn_acct_lc.success_initiative_write sn_acct_lc.success_initiative_delete sn_acct_lc.success_initiative_read
sn_acct_lc.success_case_admin	Admin access to Customer Play (sn_acct_lc_success_case) table.	sn_acct_lc.success_case_write sn_acct_lc.success_case_delete sn_acct_lc.success_case_read
sn_acct_lc.touchpoint_admin	Admin access to Touchpoint (sn_acct_lc_touchpoint) table.	sn_acct_lc.touchpoint_write sn_acct_lc.touchpoint_delete sn_acct_lc.touchpoint_read
sn_acct_lc.success_task_admin	Admin access to Success Task (sn_acct_lc_success_task) table.	sn_acct_lc.success_task_write sn_acct_lc.success_task_delete sn_acct_lc.success_task_read
sn_acct_lc.internal_play_admin	Admin access to Internal Play (sn_acct_lc.internal_play) table.	sn_acct_lc.internal_play_write sn_acct_lc.internal_play_delete sn_acct_lc.internal_play_read
sn_acct_lc.internal_play_task_admin	Admin access to Internal Play Task (sn_acct_lc.internal_play_task) table.	sn_acct_lc.internal_play_task_write sn_acct_lc.internal_play_task_delete sn_acct_lc.internal_play_task_read
sn_acct_lc.risk_signal_issue_admin	Admin access to the risk signal (sn_acct_lc.risk_signal_issue) table.	sn_acct_lc.risk_signal_issue_write sn_acct_lc.risk_signal_issue_delete sn_acct_lc.risk_signal_issue_read
sn_acct_lc.definition_record_admin	Admin access to the Customer Success Definition (sn_acct_lc_definition_record) table.	sn_acct_lc.definition_record_write sn_acct_lc.definition_record_delete sn_acct_lc.definition_record_read
sn_acct_lc.success_launcher_notifier_admin	Admin access to the Success Launcher Notifier (sn_acct_lc_success_launcher_notifier) table.	sn_acct_lc.success_launcher_notifier_write sn_acct_lc.success_launcher_notifier_delete sn_acct_lc.success_launcher_notifier_read
sn_acct_lc.risk_signal_solution_admin	Admin access for the Risk issue solution (sn_acct_lc_risk_signal_solution_relationship) table.	sn_acct_lc.risk_signal_solution_write sn_acct_lc.risk_signal_solution_delete sn_acct_lc.risk_signal_solution_read
sn_acct_lc.squad_member_admin	Admin access to the Squad Member (sn_acct_lc_squad_member) table.	sn_acct_lc.squad_member_write sn_acct_lc.squad_member_delete sn_acct_lc.squad_member_read
sn_acct_lc.engagement_contract_admin	Admin access to the Engagement contract (sn_acct_lc_engagement_contract_relationship) table.	sn_acct_lc.engagement_contract_write sn_acct_lc.engagement_contract_delete sn_acct_lc.engagement_contract_read
sn_ti_core_ale_choice	Read/Report View	Provides read and report view access to sn_ti_core_read role
sn_ti_core_ale_choice	Create/Write	Provides create and write access to sn_ti_core_write role
sn_ti_core_ale_choice	Delete	Provides delete access to sn_ti_core_delete role
sn_acct_lc_engagement	Delete	Provides delete access to sn_acct_lc.engagement_delete role
sn_acct_lc_success_objective	Read/Report View	Provides read and report view access to sn_acct_lc.success_objective_read role
sn_acct_lc_success_objective	Create/Write	Provides create and write access to sn_acct_lc.success_objective_write role
sn_acct_lc_success_objective	Delete	Provides delete access to sn_acct_lc.success_objective_delete role
sn_acct_lc_success_outcome	Read/Report View	Provides read and report view access to sn_acct_lc.success_outcome_read role
sn_acct_lc_success_outcome	Create/Write	Provides create and write access to sn_acct_lc.success_outcome_write role
sn_acct_lc_success_outcome	Delete	Provides delete access to sn_acct_lc.success_outcome_delete role
sn_acct_lc_success_initiative	Read/Report View	Provides read and report view access to sn_acct_lc.success_initiative_read role
sn_acct_lc_success_initiative	Create/Write	Provides create and write access to sn_acct_lc.success_initiative_write role
sn_acct_lc_success_initiative	Delete	Provides delete access to sn_acct_lc.success_initiative_delete role
sn_acct_lc_success_case	Read/Report View	Provides read and report view access to sn_acct_lc.success_case_read role
sn_acct_lc_success_case	Create/Write	Provides create and write access to sn_acct_lc.success_case_write role
sn_acct_lc_success_case	Delete	Provides delete access to sn_acct_lc.success_case_delete role
sn_acct_lc_touchpoint	Read/Report View	Provides read and report view access to sn_acct_lc.touchpoint_read role
sn_acct_lc_touchpoint	Create/Write	Provides create and write access to sn_acct_lc.touchpoint_write role
sn_acct_lc_touchpoint	Delete	Provides delete access to sn_acct_lc.touchpoint_delete role
sn_acct_lc_success_task	Read/Report View	Provides read and report view access to sn_acct_lc.success_task_read role
sn_acct_lc_success_task	Create/Write	Provides create and write access to sn_acct_lc.success_task_write role
sn_acct_lc_success_task	Delete	Provides delete access to sn_acct_lc.success_task_delete role
sn_acct_lc_internal_play	Read/Report View	Provides read and report view access to sn_acct_lc.internal_play_read role
sn_acct_lc_internal_play	Create/Write	Provides create and write access to sn_acct_lc.internal_play_write role
sn_acct_lc_internal_play	Delete	Provides delete access to sn_acct_lc.internal_play_delete role
sn_acct_lc_internal_play_task	Read/Report View	Provides read and report view access to sn_acct_lc.internal_play_task_read role
sn_acct_lc_internal_play_task	Create/Write	Provides create and write access to sn_acct_lc.internal_play_task_write role
sn_acct_lc_internal_play_task	Delete	Provides delete access to sn_acct_lc.internal_play_task_delete role
sn_acct_lc_risk_signal_issue	Read/Report View	Provides read and report view access to sn_acct_lc.risk_signal_issue_read role
sn_acct_lc_risk_signal_issue	Create/Write	Provides create and write access to sn_acct_lc.risk_signal_issue_write role
sn_acct_lc_risk_signal_issue	Delete	Provides delete access to sn_acct_lc.risk_signal_issue_delete role
sn_acct_lc_definition_record	Read/Report View	Provides read and report view access to sn_acct_lc.definition_record_read role
sn_acct_lc_definition_record	Create/Write	Provides create and write access to sn_acct_lc.definition_record_write role
sn_acct_lc_definition_record	Delete	Provides delete access to sn_acct_lc.definition_record_delete role
sn_acct_lc_success_launcher_notifier	Read/Report View	Provides read and report view access to sn_acct_lc.success_launcher_notifier_read role
sn_acct_lc_success_launcher_notifier	Create/Write	Provides create and write access to sn_acct_lc.success_launcher_notifier_write role
sn_acct_lc_success_launcher_notifier	Delete	Provides delete access to sn_acct_lc.success_launcher_notifier_delete role
sn_acct_lc_engagement_contract_relationship	Read/Report View	Provides read and report view access to sn_acct_lc.engagement_contract_relationship_read role
sn_acct_lc_engagement_contract_relationship	Create/Write	Provides create and write access to sn_acct_lc.engagement_contract_relationship_write role
sn_acct_lc_engagement_contract_relationship	Delete	Provides delete access to sn_acct_lc.engagement_contract_relationship_delete role
sn_acct_lc_squad_member	Read/Report View	Provides read and report view access to sn_acct_lc.squad_member_read role
sn_acct_lc_squad_member	Create/Write	Provides create and write access to sn_acct_lc.squad_member_write role
sn_acct_lc_squad_member	Delete	Provides delete access to sn_acct_lc.squad_member_delete role
sn_acct_lc_risk_signal_solution_relationship	Read/Report View	Provides read and report view access to risk_signal_solution_relationship_read role
sn_acct_lc_risk_signal_solution_relationship	Create/Write	Provides create and write access to risk_signal_solution_relationship_write role
sn_acct_lc_risk_signal_solution_relationship	Delete	Provides delete access to risk_signal_solution_relationship_delete role
sn_acct_lc_eng_m2m_onb	Read	Provides read access to sn_acct_lc.customer_success_viewer role
sn_acct_lc_eng_m2m_onb	Create/Write	Provides create and write access to sn_acct_lc.agent role
sn_acct_lc_eng_m2m_onb	Delete	Provides delete access to sn_acct_lc.agent role
sn_acct_lc_eng_m2m_onb	Report View	Provides report view access to sn_acct_lc.agent role
sn_acct_lc_data_validation_assist	create	Enable create access on records in sn_acct_lc_data_validation_assist, for users with role sn_acct_lc.data_validation_assist_create
sn_acct_lc_data_validation_assist	read	Enable read access on records in sn_acct_lc_data_validation_assist, for users with role sn_acct_lc.data_validation_assist_read
sn_acct_lc_data_validation_assist	report_view	Enable report_view access on records in sn_acct_lc_data_validation_assist, for users with role sn_acct_lc.data_validation_assist_read
sn_acct_lc_data_validation_assist	delete	Enable write access on records in sn_acct_lc_data_validation_assist, for users with role sn_acct_lc.data_validation_assist_admin
sn_acct_lc_data_validation_assist	write	Enable write access on records in sn_acct_lc_data_validation_assist, for users with role sn_acct_lc.data_validation_assist_write
sn_acct_lc_onb_case.days_remaining	read	Enable read for days_remaining in sn_acct_lc_onb_case, for users with roles (sn_customerservice.customer, sn_acct_lc.agent).
sn_acct_lc_onb_case.go_live_date	read	Enable read for go_live_date in sn_acct_lc_onb_case, for users with roles (sn_acct_lc.agent, sn_customerservice.customer).
sn_acct_lc_onb_case.products	read	Enable read for products in sn_acct_lc_onb_case, for users with roles (sn_customerservice.customer, sn_acct_lc.agent).
sn_acct_lc_onb_case.stage	read	Enable read for stage in sn_acct_lc_onb_case, for users with roles (sn_customerservice.customer, sn_acct_lc.agent).
sn_ti_core_task.due_date	read	Enable read for due_date in sn_ti_core_task, for users with roles (sn_customerservice.customer, sn_ti_core.read).
sn_ti_core_task.days_remaining	read	Enable read for days_remaining in sn_ti_core_task, for users with roles (sn_ti_core.read, sn_customerservice.customer).
sn_ti_core_task.progress	read	Enable read for progress in sn_ti_core_task, for users with roles (sn_customerservice.customer, sn_ti_core.read).
sn_ti_core_task.company	read	Enable read for company in sn_ti_core_task, for users with roles (sn_customerservice.customer, sn_ti_core.read).
sn_ti_core_task.priority	read	Enable read for priority in sn_ti_core_task, for users with roles (sn_customerservice.customer, sn_ti_core.read).
import_builder	create	Enable create access on records in import_builder, for users with role import_builder_create.
import_builder	write	Enable write access on records in import_builder, for users with role import_builder_write.
import_builder	read	Enable read access on records in import_builder, for users with role import_builder_read.
sn_acct_lc.agent	Responsible for the end-to-end workflow from onboarding customer until account go-live.	sn_acct_lc.customer_success_viewer sn_acct_lc.risk_signal_issue_write sn_acct_lc.risk_signal_solution_write sn_acct_lc.squad_member_write	Onboarding Manager
admin	Responsible for configuring playbook, case type, emails, transform maps, and other necessary components.		ServiceNow admin/developer
sn_customerservice.customer_admin	Primary customer contact responsible for managing the customer team involved in the onboarding process.		Onboarding point of contact (customer)
sn_customerservice.customer_manager	Responsible for the managing customer's ServiceNow instance and setting up the Service Exchange application.		ServiceNow admin/developer (customer)
sn_customerservice.customer	Responsible for providing necessary information like contact information, and locations. Verifies that the data meets the format required by the provider organization.		Foundational Data SME (Subject matter expert)
sn_acct_lc.success_manager	A Success Manager (CSM) oversees a team of Customer Success Agents to verify that enterprise customers achieve their goals using the provider's products. They build strong relationships, monitor progress toward 'Success outcomes,' and align customer objectives with actionable strategies to drive satisfaction, retention, and growth.		Director of Customer Success
sn_meeting_mgmt.meeting_creator	Granular role used to create and manage touchpoint meetings.
sn_sch_plus.agenda_item_read	Read access to the Meeting Agenda Item (sn_sch_plus_agenda_item) table.
sn_sch_plus.agenda_item_write	Create and write access to the Meeting Agenda Item (sn_sch_plus_agenda_item) table. Includes read privileges.	sn_sch_plus.agenda_item_read
sn_sch_plus.agenda_item_delete	Delete access to the Meeting Agenda Item (sn_sch_plus_agenda_item) table.
sn_sch_plus.agenda_item_admin	Admin access to the Meeting Agenda Item (sn_sch_plus_agenda_item) table. Includes write and delete privileges.	sn_sch_plus.agenda_item_write sn_sch_plus.agenda_item_delete
sn_sch_plus.next_step_read	Read access to the Meeting Next Step (sn_sch_plus_next_step) table.
sn_sch_plus.next_step_write	Create and write access to the Meeting Next Step (sn_sch_plus_next_step) table. Includes read privileges.	sn_sch_plus.next_step_read
sn_sch_plus.next_step_delete	Delete access to the Meeting Next Step (sn_sch_plus_next_step) table.
sn_sch_plus.next_step_admin	Admin access to the Meeting Next Step (sn_sch_plus_next_step) table. Includes write and delete privileges.	sn_sch_plus.next_step_write sn_sch_plus.next_step_delete
sn_acct_lc.customer_success_application_admin	Granular role used to read, create, and update access to engagements, objectives, outcomes, initiatives, internal plays, customer plays, touchpoints, and any related tasks within customer success.
sn_data_ctx_engine.sn_data_ctx_engine_admin	Granular role used to read and write to the data context engine.
sn_prod_cap_core.sn_prod_cap_core_admin	Granular role used for product capability.
sn_prod_cap_core.usage_admin	Granular role used for product capability.

**Parent Topic:**[Customer Success Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-reference.md)

title	Customer success management roles
description	Roles added with Customer Success Management.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-success-roles.html
release	australia
topic_type	reference
last_updated	2026-09-10
reading_time_minutes	7
breadcrumb	ReferenceCustomer Success Management