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How do you approach right-sizing of CSM or PSM Teams as we're in a somewhat stagnant microeconomic climate?

Let's say your company requires you to reduce costs and productivity of your existing team. Where do you start? Is it by looking at individual productivity or looking at the outcome you're trying to achieve and then reverse engineer?

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2 Answers
Customer Success Leadership
  1. Natasha Evans
    Natasha Evans

    Hook VP Customer Growth • 1y

    I always start with the outcome. What’s the goal you’re trying to get to (revenue wise, or GRR/NRR) and how far off are you right now. Essentially you want a forecast to compare to your target.Then in that forecast, break it down by CS segment, geo and team. Which teams are closest to hitting their target and which aren’t? Therefore where can you afford to reduce headcount vs not. Or, how could you better align people/resource to pain in your business.If I’ve got one segment with a tonne of risk ...Read More

    649 Views
  2. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

    Know where you are - Data Analysis - Assess the current performance of your team. Review your active customer list - How many accounts per CSM, Total Portfolio ARR per CSM, active customers, customer health. Look at churn / retention and expansion rates. Looks at CSat or NPS Customer Segmentation - Look into customer segmentation based on the value customers bring to your business. Often customers are segmented in High, Mid and Low Touch. High-value customers may require more focussed CSM attent ...Read More

    1,257 Views

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