RACIs Aren’t Weapons — They’re Blueprints

When used correctly, a RACI can bring much-needed clarity to a cross-functional team. But when misused? It becomes a weapon — one that silos teams, stalls progress, and ultimately hurts the customer.

I learned this the hard way.

The Real Story: When RACI Backfired

When I was a VP of Customer Success, we were rolling out a major implementation for one of our most strategic customers. It was a high-stakes, high-visibility project that required seamless coordination across multiple teams: Customer Success, Solutions Engineering, Product, and Support.

To keep us aligned, we created a RACI (Responsible, Accountable, Consulted, Informed) to clearly outline roles and expectations.

What it was meant to do:

Create clarity.

What it actually did — at first:

Create chaos.

Suddenly, instead of fostering collaboration, the RACI became a barrier.

I started hearing things like:

“That’s not my job.”

“So-and-so was supposed to handle that.”

“Nope, not in my swim lane.”

The RACI had become a shield — not a guide.

A way to deflect ownership instead of sharing it.

A reason to disengage instead of lean in.

And worst of all? The customer felt the impact.

RACI Is a Tool — Not a Weapon

Let’s be clear: I’m not anti-RACI. I love a well-structured, aligned team as much as the next operational leader. But RACIs are tools — and like any tool, they’re only useful when wielded with intention.

Used properly, a RACI brings clarity.

Used carelessly, it creates silos.

Your RACI should serve as a blueprint for collaboration, not an excuse to disengage. It should help teams work together behind the scenes so that, to the customer, it all feels effortless.

Because at the end of the day, your customer doesn’t care who owns what on your internal spreadsheet. They care about results.

What Good Looks Like

So how do you avoid the weaponized RACI?

Here’s what worked for us:

We revisited our RACI together. Cross-functional stakeholders came back to the table to align not just on roles, but on shared goals.

We re-centered around the customer. The question wasn’t “Who owns this?” It was “What does the customer need — and who’s in the best position to deliver it?”

We reinforced a culture of collaboration. The RACI clarified ownership, but we also empowered teams to support each other without hesitation.

Final Thoughts

Clarity is critical.

But in Customer Success, the goal isn’t, “Did we follow the chart?”

It’s, “Did the customer get what they needed?”

Your RACI should make it easier for teams to do the right thing — not make it easier to say no.

So build your blueprint.

Just don’t let it become a barrier.

Because your customer’s experience?

That’s everyone’s responsibility.