Customer Success
CSM-to-Account Ratio ~ (aka "book of business", "accounts per CSM", "coverage ratio")
How many customers, or how much ARR, each customer-success manager is responsible for, the core CS capacity metric.
The fork, why two teams get different numbers
Unit forks: accounts per CSM vs ARR per CSM vs complexity-weighted accounts adjusted for tier, product count, or risk.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: CS-operations convention - no standards body