CSM capacity calculator

Is a book of business too big? Account count alone won't tell you. Enter how many accounts sit in each segment and roughly how many hours a month each one takes, and this works out the total workload, how loaded one CSM is, and how many CSMs the book needs. Placeholders show an example; use your own numbers. Nothing leaves your browser.

Enter at least one segment, then press Calculate. Empty fields use the example numbers.

How it works

Workload = sum of (accounts x hours per account per month)
Load = workload / hours per CSM
CSMs needed = workload / hours per CSM, rounded up

"At risk (extra)" is for the additional hours troubled accounts eat on top of their normal segment time. Count those accounts in their segment too.

Using the result

Under 85%: room for new accounts or project work.
85% to 100%: full. Any escalation pushes it over.
Over 100%: something is being skipped. Usually it's proactive work, which is what prevents churn.

These bands are rules of thumb, not standards. For segment ranges and roles, see customer success team structure. To spot overload week to week, use the weekly workload check.

Want an AI agent to run the workload check every Wednesday? The CS Agent Playbook has 14 routines for $39, or get one play free.