CS Touch Tiers
Segment your book into high-touch, tech-touch, and digital motions so a team serves far more accounts without more headcount.
Included with cscron . A seat without it sees an upsell here instead of the page.
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.
What it is for, on the page. Under the headline, this page says what it produces, what makes it run, and where the output lands. Every Work page reads that line from one registry, so the three answers cannot drift from the page.
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.
What reaches you without opening the panel
The daily cscron run reads the same tiers and flags the accounts served below the one they earn, so the gap arrives as a finding on your Home rather than waiting for you to check. It fires only on evidence: a stored tier the book has outgrown, or a blank owner in a book that records owners on other accounts. A tenant that never imported an owner column gets nothing, because a blank field there is a missing column and not a missing CSM. An account served more richly than the model suggests is left alone; that is a judgement a CSM made with more context than the score has.
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.