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 and share with your team.

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SScaleUp CSWebinar · Aug 2026
Segment the work. Level the people.
CS Segmentation & Leveling
A Framework for Segmenting Accounts and Leveling CSMs
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck32 slidesw/ Vitally

Segment the work. Level the people.

The segmentation model that scores accounts on ARR, seats, and product footprint instead of revenue alone, the coverage tiers that turn size into an IC1–IC6 CSM level, and the two-stage Proficient/Developing framework that governs every promotion. Plus the time-in-seat minimums that tell you exactly how soon is too soon to promote.

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SScaleUp CSWebinar · Jul 2026
Draw the lines. Protect the trust.
Clean Swim Lanes
A Framework for Defining CSM and AM Ownership
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck26 slidesw/ Vitally

Draw the lines. Protect the trust.

The RACI matrix for CSM and AM ownership, the CSQL compensation model that keeps both teams pulling the same direction, and the math on why unclear swim lanes cost 15–30% of expansion revenue. Plus the ARR milestones that tell you exactly when to split the roles.

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SScaleUp CSWebinar · Jun 2026
Rebuild the model.
New Rules for Capacity Planning
A New Capacity Framework for the AI Era
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck37 slidesw/ Vitally

Rebuild the model. Protect the relationship.

The Productivity Lift Factor, the 3-step capacity framework, and the math that shows why Cost-to-Serve in a T1 market runs 13–14% of ARR, not the 10% most models assume. Plus the signal that actually tells you when it's time to hire.

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SScaleUp CSWebinar · May 2026
Build the system. Keep the human.
AI in CS
The Roadmap for Empowering Human Connection
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck43 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 CSWebinar · Mar 2026
From chaos to consistency.
The First 90 Days
Building a Scalable Onboarding Playbook
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck46 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 CSWebinar · 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 Deck44 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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