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.
Not "will AI take my job?" A direct answer to what the CSM job actually requires now, and how to get good at it. See what AI absorbs versus what stays human, walk through a live Vitally example of an AI summary trained on a real sales playbook, and get the Claude + MCP + Vitally day-planning framework built and tested on a real CSM's book.
Get the deck →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.
Get the deck →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.
Get the deck →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.
Get the deck →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.
Get the deck →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.
Get the deck →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.
Get the deck →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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