CSM Capacity Planning
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CSM Capacity Planning

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CSM Capacity Planning

Determine how many customers your CSMs can manage.
Casey Roberts
Step 1: List out all of your internal meetings and the number of hours your CSMs spend in those meetings per month. If there are recurring quarterly or annual events, divide that time by 3 or 12, respectively, to get the monthly hour allocation. Don’t forget to include things like vacation or lunch hours!
Step 2: List out all of the activities that your CSMs do with your customers - both live and offline. Determine how much time you’d expect them to spend per customer per month.
Step 3: Once you have a count of customers that your CSMs can manage, head on over to
Balancing Books of Business
⁠
to make sure none of your CSMs are over capacity.
Internal Time Spent
0
Description
Hours / Month
1
Team Meeting
4
2
1:1s
3
3
Company Demos
4
4
Enablement (async work & live trainings)
10
5
Hackathon (48 hours/quarter)
16
6
Ad-hoc meetings
4
7
Vacation (est. 4 weeks/year)
13.3
There are no rows in this table
54.3
Sum
⁠
Customer Time Spent
0
Description
Hours / Customer / Month
1
Doc Building Calls
1.5
2
Trainings (1 h, 2x/year)
0.16
3
Stakeholder Calls
0.5
4
Account Plans
0.5
5
Customer Business Reviews (2x/year, 1.5h prep, 1h call)
0.42
6
Offline Work (emails, logging notes, etc.)
2
There are no rows in this table
5.08
Sum
⁠

Working Hours / Month:

⁠
160
⁠
⁠

Internal Hours / Month:

⁠
54.3
⁠
⁠

Hours / Customer / Month:

⁠
5.08
⁠
⁠

Customer Count

(Working Hours/Month - Internal Hours/ Month) / Hours/Customer/Month

⁠
20.81
⁠
⁠


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