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.

9 resources availableNew decks added monthlyNo pitch, just the work
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SScaleUp CS × VitallyPlaybook · Oct 2026
Hire. Onboard. Structure. Scale.
The Modern CS Scaling Playbook
Hiring, structuring, and growing a CS team that scales with AI
Nina Wilkinson · Linnea Olsonscaleupcs.com
Playbook29 pagesw/ Vitally

A year of webinars. One playbook.

When to hire your first CSM, a 90-day onboarding build for the 45-day churn window, a CSM and AM RACI, the IC1–IC6 leveling framework, and a practical filter for what AI actually gives back. Plus five questions to find where your team should start.

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The Death of Vanity Metrics webinar slide, Outcome Definition HierarchyWebinar · Oct 2026
Webinar Deck34 slidesw/ Vitally

The Death of Vanity Metrics

Why login-based health scores stay green right up until churn, and what to measure instead. Get the three-level Outcome Definition Hierarchy that connects product activity to the result the buyer paid for, Speed to First Value as the new onboarding metric, and how to set up outcome-weighted health scores and milestone alerts in any CS platform (shown in Vitally). Plus a 30-minute EBR format that turns verified outcomes into NRR.

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From CSM to AI Orchestrator webinar slide, CSM role rewrite frameworkWebinar · Sep 2026
Webinar Deck36 slidesw/ Vitally

From CSM to AI Orchestrator: The Role Rewrite

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.

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CS segmentation and leveling webinar slide, CSM leveling frameworkWebinar · Aug 2026
Webinar Deck32 slidesw/ Vitally

CS Segmentation & Leveling

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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CSM vs AM swim lanes webinar slide, RACI matrix blueprintWebinar · Jul 2026
Webinar Deck26 slidesw/ Vitally

Clean Swim Lanes: CSM and AM Ownership

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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CS capacity planning webinar slide, productivity lift factorWebinar · Jun 2026
Webinar Deck37 slidesw/ Vitally

New Rules for Capacity Planning

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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AI in customer success webinar slide, call review to coaching workflowWebinar · May 2026
Webinar Deck43 slidesw/ Vitally

AI in CS: The Roadmap for Empowering Human Connection

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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First 90 days customer onboarding playbook webinar slideWebinar · Mar 2026
Webinar Deck46 slidesw/ Vitally

The First 90 Days: Building a Scalable Onboarding Playbook

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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When to hire your first CSM webinar slide, hiring triggersWebinar · Feb 2026
Webinar Deck44 slidesw/ Vitally

When to Hire Your First CSM

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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