There’s been a bit of back and forth on this topic for a number of years now - Heres a potential solution 

What’s changed recently within Gainsight is the release of Real Time Rules which is made this a little bit easier

The below logic allows us to allocate CSMs to a Company Object based on the Oldest CSM Assignment

First things first, We need to create a High Volume Object to Store the CSM Assignments

In this example, we are going to assume that there are two types of CSM, 

Customer Success Managers

Senior Customer Success Managers

We are also going to assume that there are three possible regions

US

EMEA

APAC

We are looking to assign CSMs in the same region as a customer in a round robin fashion based on the CSM Region matching the Customer Region and The CSM role matching the Managed By Field in the Company Object

Creating the User Assignment Table

The Only New Table that we will need for this is a CSM Assignment Table 

The CSM Assignment table will have the following fields:

CSM GSID (GSID) - Lookup to User

Company GSID (GSID) - Lookup to Company 

Role (Dropdown List)

Region (Dropdown List)

User Profile Level Fields

Inside the User Profile within Gainsight we will need two fields

Role and Region

Company Level Fields

Inside the Company Object we will also need two fields,

Managed By (Dropdown List)

Region (Dropdown List)

The Managed By Field should be filled by some other rule earlier in the data flow

Step 1 - Populating the CSM Assignment Table

To Create Records in the CSM Assignment Table, we are going to delve into the Real Time Rules Engine we are using the Company Object as the Event Topic and the Event will be Custom Update

We are then setting the following filter: New CSM is not null

We are then setting the following Action: Load to Gainsight Object

Selecting the User Assignment Object we created above:

We Populate the object with the following Fields:

Once we are happy with the rule we can push it live and move onto step 2

Note - For any CSM to be included in the round robin, they must first be manually assigned to a customer, after that, the logic below will run just fine

Step 2 - Assigning CSMs in a Round Robin Fashion

There’s a few tasks that we need to pull together to make this work

Step 2.1 - So we are going to create a taskthat pulls all customers who have no CSM and are Managed By Either Customer Success Manager or Senior Customer Success Manager

Step 2.2

We are then going to Fetch All CSM Assignments with the below fields - note the GS Modified Date here is key.

Step 2.3

We are then going to get the Oldest CSM Assignment for Each Region, Role Combination

Step 2.4

We are then going to do the first of two merges: 

Merge 1 

We do the following Merge:

And Take the Following Fields:

Step 2.5

Now for the second Merge:

We will take the following fields - and create the final data set

Final Step:

Now all that’s left is to assign the CSM to the Company Record using the Load to Company Action

CAVEATS

Ive simplified this somewhat from my customers requirements, but when implementing a similar feature, be sure to only include active CSMs in the logic

Hope this helps