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Customer success team structure template

A customer success organisation laid out by segment: enterprise CSMs with a few large customers each, scaled CSMs with many small ones, plus onboarding and support. Each customer carries its ARR, so every CSM’s book of business and every team’s total is on the chart.

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Use it when

  • You are rebalancing CSM books so no one is carrying twice the ARR of their peers.
  • You are making the case for another CSM and need to show the load per head.
  • You are splitting CS into enterprise and scaled coverage and want to see both models side by side.

Columns in this template

EmployeeName, ManagerName, PatchID, AccountName, Revenue (used here as ARR) and Industry. One row per customer.

The data behind it

This is the whole template — it is an ordinary spreadsheet, and you can paste your own over the top of it.

EmployeeName,ManagerName,Title,PatchID,ManagerPatchID,AccountName,Revenue,Industry
Grace Holloway,,VP Customer Success,CS,,,,
Martin Keane,Grace Holloway,Enterprise CS Manager,CS-ENT,CS,,,
Aisha Bello,Grace Holloway,Scaled CS Manager,CS-SCALE,CS,,,
Paul Novak,Grace Holloway,Head of Onboarding & Support,CS-OPS,CS,,,
Laura Finch,Martin Keane,Enterprise CSM,ENT-01,CS-ENT,Northwind Traders,310000,Manufacturing
Laura Finch,Martin Keane,Enterprise CSM,ENT-01,CS-ENT,Vertex Financial,275000,Finance
Diego Ramos,Martin Keane,Enterprise CSM,ENT-02,CS-ENT,Bluepeak Health,290000,Healthcare
Diego Ramos,Martin Keane,Enterprise CSM,ENT-02,CS-ENT,Summit Aerospace,240000,Aerospace
Kate Lindsay,Aisha Bello,Scaled CSM,SCALE-01,CS-SCALE,Brightline Rail,36000,Transport
Kate Lindsay,Aisha Bello,Scaled CSM,SCALE-01,CS-SCALE,Halcyon Media,29000,Media
Kate Lindsay,Aisha Bello,Scaled CSM,SCALE-01,CS-SCALE,Orchard Foods,24000,Retail
Kate Lindsay,Aisha Bello,Scaled CSM,SCALE-01,CS-SCALE,Solace Health,21000,Healthcare
Yusuf Demir,Aisha Bello,Scaled CSM,SCALE-02,CS-SCALE,Lumen Retail,33000,Retail
Yusuf Demir,Aisha Bello,Scaled CSM,SCALE-02,CS-SCALE,Kestrel Bank,31000,Finance
Yusuf Demir,Aisha Bello,Scaled CSM,SCALE-02,CS-SCALE,Fairfield Grocers,18000,Retail
Emma Clarke,Paul Novak,Onboarding Specialist,,,,,
Ravi Menon,Paul Novak,Support Engineer,,,,,

How to make it yours

  1. Open the live template — it loads straight into your browser, already charted.
  2. Choose “Use this template” to turn it into your own editable workspace.
  3. Replace the sample people — edit in the grid view, or drop in your own spreadsheet (.xlsx or CSV) and keep the layout.
  4. Export a PNG for free, or a watermark-free PNG, PDF, SVG or CSV on Pro.

Questions

How many accounts should a CSM have?

It depends on the model. Enterprise CSMs typically cover a handful of large customers, scaled CSMs dozens of smaller ones. This template shows both side by side, with each CSM’s total ARR on their box, so you can compare load by value rather than by account count alone.

Can I track ARR instead of revenue?

Yes. A column headed “ARR” is recognised as the revenue column automatically. Totals roll up the same way: each CSM’s book, each manager’s team, and the VP’s whole portfolio.

Can people without accounts be on the chart?

Yes. Onboarding and support staff are ordinary rows with no account, so they appear in the structure without affecting any revenue total.

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