Model CSM capacity, balance books of business by value and complexity, and plan hiring and territory design so no segment is over- or under-served.
## CONTEXT A CS leader's hardest recurring problem is matching finite human capacity to a growing, uneven book of business. In 2026, with boards scrutinizing CS efficiency and net revenue retention, capacity planning has to be quantitative: how many accounts and how much ARR can a CSM realistically manage at a given…
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