A well-staffed Customer Success (CS) team is crucial for a smooth onboarding process and customer retention. As such, when your company customer base grows your CS staffing levels must follow suit. However, a one-size-fits-all hiring plan won’t do. Each company has a unique level of involvement to get customers onboarded or handle their ongoing requests.
Predicting which ratios work is tough. To make it easier, we built this Google Sheets template to do the work for you. It forecasts how many CS representatives you’ll need given certain levels of involvement in the onboarding and monthly maintenance process.