Hi Gainsight Community - good evening!

I am responsible for Success@Scale at a a subscription-based Platform-as-a-Service Low-Code development platform (OutSystems). It’s a complex product (end-users are developers) with customers in all segments (SMB to Enterprise). Many customers with a complex structure with multipel stakeholders.

We have traditional Field CSMs covering our top tier customers. I run the Success@Scale team with a small number of Scale CSMs that aims at extending the reach of our CS team.

Currently our Scale CSMs are monitoring the whole uncovered account base looking for “negative consumption signals” to selectively engage account teams and customers. This means their attention is very diluted in a large pool of customers.

In order to allow for a more structure and proactive approach, we would like to define a “book of business” for each of our scale CSMs so that they can focus and define their approach with a mix of 1:1 and 1:few engagements or digital touches with their customers. My gut feeling tells me we should start small (30-40 customers per Scale CSM) and scale this up to 100+ customers/CSM as we fine-tune playbooks.

My question - if you have a Scaled CS function, do you define a “book of business” for your CSMs? If so, what are the CSM/customer ratios that you are implementing at the moment?

And a bonus question ;) - what are your most successful CS scale plays you’ve implemented?

Thank you for any insights shared!

Cheers,

Daniel Lourenço

OutSystems