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Work out how many accounts a customer success manager can actually carry: the tiered coverage model, the capacity math, and the tech-touch layer.
Model my CS capacity. Reality: {{reality}} (account count and revenue spread, current CS headcount, what high-touch actually involves here: {{activities}}, churn pattern). Build: the coverage tiers (high-touch for the revenue-concentrated top — the activity list and hours per account per quarter honestly costed; mid-touch — scheduled but lighter; tech-touch — automated lifecycle emails, office hours, self-serve — for the long tail), the capacity math (hours available per CSM after meetings/admin ÷ hours per account per tier = the real book size; compare to today's book and name the gap), the coverage-gap triage (which accounts are under-covered relative to revenue-at-risk), the tech-touch build list (the 5 automated touchpoints that simulate coverage for the tail), and the hire-trigger: the metric that says the next CSM pays for themselves.
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