Resource Library

The frameworks we've used to build CS programs from scratch.

The decks, playbooks, and frameworks we walk through in our webinars and onsite engagements. Built by operators who've held the bag on the metrics we now help you move. Free to download — share with your team.

3 decks availableNew decks added monthlyNo pitch — just the work
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SScaleUp CS × VitallyWebinar · May 2026
Build the system. Keep the human.
AI in CS
The Roadmap for Empowering Human Connection
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck78 slidesw/ Vitally

Build the system. Keep the human.

The Monday Memo, The Baton, and the operator-grade AI lifts we use to score calls, automate the sales-to-CS handoff, and surface churn signals before they cost you the renewal.

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SScaleUp CS × VitallyWebinar · Mar 2026
From chaos to consistency.
The First 90 Days
Building a Scalable Onboarding Playbook
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck61 slidesw/ Vitally

From chaos to compound interest.

The Big Four onboarding KPIs, the 4-point Sales-to-CS handoff, and the 90-day blueprint that turns your most vulnerable customer moment into your biggest strategic advantage.

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SScaleUp CS × VitallyWebinar · Feb 2026
Hire on complexity, not ARR.
When to Hire Your First CSM
The signals, the founding profile, and the 90-day plan
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck52 slidesw/ Vitally

Forget the magic number. Hire on complexity.

The hiring triggers, the founding CSM profile, and the 90-day goals we set for every first CS hire — plus the swim lanes that keep Sales and CS from stepping on each other.

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That's the work we do at ScaleUp CS. We embed with your team, build the playbook, and implement alongside you — until the system runs without us.

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