# Design a coverage model for my customer accounts by tier

Segments accounts into high-touch, mid-touch, and tech-touch tiers with engagement rules and realistic workloads per CSM.

- Topic: Leadership & Management
- Framework: Few-Shot
- Level: Standard
- Tags: Legal, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/design-a-coverage-model-for-my-customer-accounts-by-tier

## Prompt

```text
Help me design a customer success coverage model.

**Customer base:** [NUMBER OF ACCOUNTS, range of contract values, total revenue]
**Team:** [NUMBER OF CSMs/AMs, other roles - support, onboarding, solutions]
**Product complexity:** [e.g. "self-serve tool", "complex platform needing integration"]
**Current problems:** [e.g. "big accounts get the same attention as tiny ones", "CSMs have 120 accounts", "no one owns small customers"]
**Goals:** [e.g. gross retention target, expansion target, cost constraints]
**Data available for segmentation:** [contract value, growth potential, complexity, industry, health]

Give me:
1. Segmentation criteria and recommended tiers (e.g. strategic, high-touch, mid-touch, tech-touch/pooled), with rules for which accounts fall where - not just contract value.
2. For each tier: engagement model (QBR frequency, check-in cadence, onboarding approach, channels), what's automated, and target accounts per CSM (with the reasoning, and ranges to adjust from my data).
3. A capacity check: does my team size fit the model? Show the math with my numbers.
4. How accounts move between tiers (growth, risk, expansion potential).
5. Metrics per tier to judge whether the model works.
6. A rollout plan, including how to communicate coverage changes to customers who will get less attention.

Mark any assumption not based on my inputs as [ASSUMPTION]. Don't present industry ratios as fact without saying they vary widely.
```

## What to fill in

- NUMBER OF ACCOUNTS, range of contract values, total revenue
- ASSUMPTION

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