Customer Success Team Scaling Plan

Create a customer success team scaling plan for [Company] growing from [Current ARR] to [Target ARR]. Include: 1) Capacity model — define CSM-to-account ratio by segment (enterprise 1:10-15, mid-market 1:30-50, SMB 1:100+ tech-touch), revenue per CSM benchmark. 2) Segmentation strategy — define customer segments, service level per segment, coverage model (high-touch, mid-touch, tech-touch, self-serve). 3) Hiring plan — quarterly headcount plan, CSM profile by segment (enterprise CSM vs scale CSM), interview scorecard, ramp timeline. 4) Tech-touch program — automated onboarding flows, email nurture sequences, in-app guidance, webinar program, community, chatbot. 5) Playbook library — standardized playbooks for onboarding, adoption, renewal, expansion, escalation, at-risk, QBR. 6) Tools and automation — CS platform selection (Gainsight vs Totango vs ChurnZero), automation rules, health score configuration. 7) Compensation design — base + variable split, renewal bonus, expansion commission, team vs individual targets. 8) Organizational structure — pods vs functional specialization, implementation vs ongoing CSM split, CS ops role. 9) Metrics by team level — individual (NRR, health score improvement, expansion), team (segment NRR, CSAT), org (gross retention, NRR, NPS).