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23min chapter
A customer success masterclass | How to design, build, and scale a CS org | Stephanie Berner (LinkedIn)
In Depth
Determining the Size of a Customer Success Team
This chapter explores the question of how to determine the size of a customer success team. It discusses the factors to consider, such as ACV, business stage, and customer needs, and offers general rules of thumb for CSM ratios. The chapter emphasizes the importance of starting somewhere and being open to adjusting ratios based on feedback and service levels provided to customers.
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