Customer Success Productivity Metrics Efficiency

ARR per CSM

ARR per CSM: Total ARR managed by each CSM.

Also known as: ARR

Formula

ARR per CSM = Total managed ARR / 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.

metric.arr / count_distinct(field.csm_id)

Unit: currency

Notes: ARR of managed accounts only.

Data requirements

Grain: End-of-month snapshot · Frequency: Monthly · Aggregation: snapshot (month) · Staged: no · Main source: Billing.

Field	Dataset	Type
`csm_id`	customer	string
`mrr`	subscription	decimal
`snapshot_date`	customer	date
`snapshot_date`	subscription	date
`subscription_status`	subscription	string

Example SQL (Postgres)

SELECT (CAST(((((SELECT COALESCE(SUM(mrr), 0) FROM subscription WHERE snapshot_date = :period_end AND subscription_status = 'active')) * 12)) AS DOUBLE PRECISION) / NULLIF((SELECT COUNT(DISTINCT csm_id) FROM customer WHERE snapshot_date = :period_end), 0)) AS arr_per_csm

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

Benchmarks

| Segment | ARR per CSM | |---------|-------------| | Enterprise | $2M-$5M (69% manage >$2M) | | Mid-market | $2M-$5M (spread across more accounts) | | SMB | $1M-$2M |

What It Tells You

CSM productivity and capacity planning.

Sources

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