3 Ways to Grow Customer Success Capacity Without Adding Headcount

With a potential recession looming, both early and growth stage companies must be fiscally prudent, including taking into consideration headcount freezes.

A hiring freeze doesn’t mean a Customer Success team is stuck at its current capacity.

Here, we share three battle-tested ways to increase Customer Success capacity – and improve CS performance – without adding headcount.

1. Revise your CSM variable compensation plans
   A CSM focused on achieving the right outputs will naturally increase productivity and performance. Confirm each CSM’s variable compensation goal is the best goal for the business. Add a gamification element to build friendly competition. Create a team goal to encourage collaboration and camaraderie. The additional variable comp funds allocated and earned – and the resultant productivity enhancement – are much less expensive than adding a new CSM headcount.
2. Coach up your Customer Success leader
   Each customer is precious, especially in an economic downturn. And there’s no longer the luxury of taking time to figure out effective account management. Work with a Customer Success Leadership coach to gain guidance and advisory on how best to build CSM productivity while also avoiding the pitfalls that lead to customer churn and lost revenue.
3. Further develop your Customer Success team
   There’s still a war for talent. Retain your top CS performers and create more top contributors by continuing to invest in their career development – including during an unpredictable economic period. By developing and honing Customer Success skills, you will realize a combination of enhanced CSM performance and satisfaction.