# Customer success workload sampling sheet

Original educational worksheet — SaaS Leadership Tools
https://saasleadertools.com/tools/cs-capacity/

Use approved internal systems for customer-level records. This blank sheet contains no real customer or employer information.

## Sample design
- Sampling window and why it is representative:
- Lifecycle segment definitions (mutually exclusive):
- Customer-months observed per segment:
- Work included: meetings / preparation / follow-up / escalations / other:
- Shared delivery programs (count separately):
- Available delivery hours definition (exclude admin, leave, management):
- Missing work or unusual peaks:

## Aggregate work log
Use anonymous sample codes if you need to reconcile entries locally. Do not include customer names.

| Week | Segment or shared program | Activity category | Hours | Evidence source / limitations |
| --- | --- | --- | ---: | --- |
| | | | | |
| | | | | |
| | | | | |

## Monthly input reconciliation
Hours per customer per month = total observed segment hours / observed customer-months.
A half-month sample of 20 customers represents 10 customer-months. Account for partial exposure; avoid using only customers who attended meetings as the denominator.

| Segment | Observed hours | Customer-months | Hours per customer/month | Confidence / omissions |
| --- | ---: | ---: | ---: | --- |
| Onboarding | | | | |
| Stable | | | | |
| At risk | | | | |

## Decision review
- Base, lower, and higher workload assumptions:
- Required FTE vs current FTE:
- Weekly peak and specialist constraints:
- Service outcomes that must hold:
- Options: redistribute work / adjust service model / add capacity / repeat sample:
- Smallest useful next action and accountable role:
- Review date and evidence that would change the decision:

This is an observation and planning aid, not a staffing benchmark or hiring recommendation.