How many Customer Success Managers (CSMs) do we need to give our customers their Appropriate Experience (AX)?
What happens if we ramp sales?
What happens if a bunch of customers upgrade? Downgrade?
How much excess capacity do our current CSMs have?
When will we need to hire more CSMs?
Is our Customer Success Management team too big?
Those are just some of the questions I get from Customer Success leaders all the time.
How to solve this? Let’s dig in.