Playbook
CS Book Sizing Playbook
Customer
7 min read
Segment first
Enterprise (>$100K ARR), Mid-Market ($25–100K), SMB (<$25K).
Book targets (2026 medians)
- Enterprise CSM: 8–15 accounts, $2–5M managed ARR
- MM CSM: 25–50 accounts, $1–2M managed ARR
- SMB CSM: 200–400 accounts, mostly digital-led
Health scoring
Usage + sentiment + commercial signal. Trigger playbooks at red thresholds. Never rely on QBRs alone.
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