Customer Success Staffing Plan Template
Adam Tzagournis, CPA · Founder & CEO · 2 min read
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.
How it works
The template lets you specify the following inputs for your company:
CS rep setup hours required per client
CS rep monthly maintenance hours required per client
Annual salary of a CS rep
Churn rate during setup phase
Number of existing live customers today
Annual growth rate of live customer count