Customer Success Productivity Metrics Operational

Accounts per CSM

Accounts per CSM: The number of accounts assigned to each Customer Success Manager.

Formula

Accounts per CSM = Total managed accounts / Number of CSMs

Computable definition

The canonical formula in the GASP formula grammar. The MCP server compiles it to SQL over the datasets listed below.

count_distinct(field.customer_id) / count_distinct(field.csm_id)

Unit: ratio

Notes: Population is managed accounts.

Data requirements

Grain: Weekly snapshot · Frequency: Weekly · Aggregation: snapshot (week) · Staged: no · Main source: CS Platform.

Field	Dataset	Type
`csm_id`	customer	string
`customer_id`	customer	string
`snapshot_date`	customer	date

Example SQL (Postgres)

SELECT (CAST((SELECT COUNT(DISTINCT customer_id) FROM customer WHERE snapshot_date = :period_end) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT csm_id) FROM customer WHERE snapshot_date = :period_end), 0)) AS accounts_per_csm

From an agent: with the GASP MCP server, call lookup_metric({ "name": "Accounts per CSM" }) or generate_query({ "metric": "Accounts per CSM", "adapter": "<your adapter JSON>" }).

Benchmarks

| Model | Accounts per CSM | Typical ACV | |-------|------------------|-------------| | High-touch Enterprise | 10-50 (median ~22) | $100K+ | | Mid-touch | 50-100 (median ~49) | $25K-$100K | | Low-touch/SMB | 100-250 | $5K-$25K | | Tech-touch/Digital | 300-500+ | <$5K |

Sources

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