Customer-centric Growth by Lincoln Murphy

Customer Success Scaling: Capacity Planning and Resource Allocation

Customer success leaders constantly grapple with questions about resource allocation: “How many CSMs do we need?” “What happens with increased sales or customer upgrades?” While headcount is important, it’s crucial to go beyond just numbers and truly understand customer needs.

Beyond Sales Forecasting: The Challenge of Capacity Planning

Unlike sales forecasting, capacity planning in customer success considers the time and resources required to deliver the Appropriate Experience (AX) at each stage of the customer journey. This includes onboarding, expansion, and renewal phases. Here’s why it’s a different ball game:

A Holistic Approach: Lifecycle Capacity Planning

Effective capacity planning requires a lifecycle perspective that goes beyond static headcount calculations. Here are key pillars to consider:

Developing Your Capacity Planning Strategy

While a pre-built calculator might seem convenient, a more comprehensive approach involves:

Building a Sustainable Model: Beyond the Numbers

The capacity planning process goes beyond calculations. Here are additional considerations for building a sustainable model:


By integrating the concept of AX and embracing a lifecycle-focused approach to capacity planning, customer success leaders can ensure efficient resource allocation, maintain sustainable growth, and ultimately deliver an exceptional customer experience. This ensures every customer receives the right level of support at the right time, fostering long-term success and loyalty.

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