@@ -152,6 +152,10 @@ This ensures that a CSAT survey is deployed to the recipients of the email.
## General Guidelines for CSE Engagements
### Playbooks
A list of Playbooks can be found on the [CSE Playbooks](playbooks) sub page.
### CSE Escalations
Qualifying the customer for an escalation is important in terms of ARR and LAM. ARR should be >=80% of the ceiling for your segment's ARR range. LAM ought to be > $100K. Another very weighty criterion is an upcoming renewal. If they are <= 3 months away from an upcoming renewal, an escalation could help turn their frown upside down.
View the [CSM Handbook homepage](/handbook/customer-success/csm/) for additional CSM/CSE-related handbook pages.
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**SAFE information**
This information is considered SAFE and therefore is only available in the [internal handbook](https://internal.gitlab.com/handbook/customer-success/cse/playbooks)
