CS Touch Tiers
Segment your book into high-touch, tech-touch, and digital motions so a team serves far more accounts without more headcount.
Overview
CS Touch Tiers segments your customer book into the three modern CS motions: high-touch, where a named CSM owns the relationship; tech-touch, where a pooled team runs scheduled and triggered plays; and digital, where the whole lifecycle is automated. Tiering the book is how a CS org serves many more accounts without proportionally more headcount.
How the tier is decided
The tier comes from three inputs: ARR, health, and expansion potential. A high-ARR account is high-touch regardless of health; an at-risk account earns human attention even when small; a mid-ARR healthy account is tech-touch; a small, healthy account with low expansion potential is served digitally at scale. The thresholds are sensible defaults you can override, and every account's tier shows the reason, so the segmentation is never a black box.
The cadence per tier
Each tier names the cadence the account actually gets: a named CSM with scheduled QBRs and a proactive success plan for high-touch; a pooled CSM with scheduled check-ins and signal-triggered plays for tech-touch; and automated lifecycle emails, in-app nudges, and self-serve resources for digital. The panel also reports your leverage, the share of the book served without a named CSM.
Deterministic
The segmentation is deterministic: the same book and thresholds always produce the same tiers, so you can re-run it as ARR and health move and trust the result. Nothing about an account is invented, an account with no health data is tiered on what is known, not on a guess.