When customer success efforts pay off, they leave you with an interesting problem: more customers to manage, and the need to grow your team accordingly. A hurdle that customer success teams face is that of scaling from a budget and business-model standpoint, while still providing a consistent customer experience. Adding headcount linearly doesn’t work, and there’s no secret CSM-to-customer ratio. To make sure you’re neither understaffed nor inefficient, there are, however, some strategies you can follow.
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