It is helpful to model how the customer-facing organization will scale based on your company's growth.

The CX capacity planning model will help you to plan customer success and support team hiring based on current and anticipated growth.

The support capacity options include a simple version as well as one based on 3 tiers of support.

The customer success options include one based on customer count (with 3 different customer segments) and one based on revenue.

One quick tip: Whenever possible, hire customer success and support roles 2-3 months ahead of need. Based on company performance and growth projections, bring in CSMs & support reps two months before they will be needed to allow for ramping, as well as overflow for existing team members to avoid overload, which can negatively impact the experience your customers have with your organization.

Get the CX Capacity Planning Model here.