CRO · Framework · Intermediate · Saves 40+ hours
Customer Segmentation for CS
A framework for segmenting customers for CS engagement.
What's included
- Segmentation dimensions
- Engagement model by segment
- Resource allocation
- Touch model design
- Technology leverage
Best used when
- Designing CS coverage
- Allocating resources
- Scaling CS team
- Optimizing engagement
The template
The Template
SEGMENTATION FRAMEWORK
Segmentation Dimensions
SEGMENTATION CRITERIA
PRIMARY DIMENSION: ARR
☐ Enterprise: >$100K ARR
☐ Mid-market: $25K-100K ARR
☐ SMB: $5K-25K ARR
☐ Self-serve: <$5K ARR
SECONDARY DIMENSIONS:
Strategic value:
☐ Logo value
☐ Reference potential
☐ Expansion potential
Complexity:
☐ Use case complexity
☐ Technical requirements
☐ Stakeholder count
Health/Risk:
☐ Current health score
☐ Renewal timeline
☐ Competitive threat
Segment Profiles
| Segment | ARR Range | Customer Count | ARR % | CSM Ratio |
|---|---|---|---|---|
| Enterprise | $100K+ | % | 1:10 | |
| Mid-market | $25-100K | % | 1:30 | |
| SMB | $5-25K | % | 1:75 | |
| Self-serve | <$5K | % | Tech-touch |
ENGAGEMENT MODEL
Touch Model by Segment
TOUCH MODEL DESIGN
ENTERPRISE (HIGH-TOUCH):
CSM ratio: 1:10
Cadence: Weekly
Activities:
☐ Dedicated CSM
☐ Quarterly QBRs
☐ Executive engagement
☐ Custom success plans
☐ On-site visits
MID-MARKET (MID-TOUCH):
CSM ratio: 1:30
Cadence: Bi-weekly/monthly
Activities:
☐ Pooled CSM
☐ Business reviews 2x/year
☐ Email campaigns
☐ Webinars/office hours
SMB (TECH-TOUCH):
CSM ratio: 1:75+
Cadence: Automated + reactive
Activities:
☐ Automated onboarding
☐ In-app guidance
☐ Email sequences
☐ Community support
☐ Reactive escalation
Frequently asked questions
What is the Customer Segmentation for CS?
A framework for segmenting customers for CS engagement.
Who is the Customer Segmentation for CS for?
It is built for CROs and their teams working on Customer Success. The AI coach adapts it to your company, stage, and goals.
How long does the Customer Segmentation for CS take to use?
It saves roughly 40+ hours versus building from scratch. Our AI coach can tailor the framework to your situation in minutes, then hand you a step-by-step plan.
Is the Customer Segmentation for CS free?
Yes. You can read the full framework and start getting coached through it for free. Sign in to save your tailored version and track your next steps.
How does the AI coach help with the Customer Segmentation for CS?
The coach teaches you the framework, asks a few questions about your business, tailors the framework to you, and gives you measurable next steps to execute.