Beyond the Basics: Capacity planning for CS Leaders with an AI co-pilot
Beyond the Basics: Capacity planning for CS Leaders with an AI co-pilot
Are you wrestling with spreadsheets to forecast your Customer Success team's needs for 2025? It's time to refine your approach and scale smarter.
In this practical, high-impact session, you'll discover how top CS leaders are enhancing traditional capacity planning methods with the strategic support of AI. We’ll break down how to accurately calculate your team's current capacity, forecast future workload, and determine the optimal headcount, ensuring your team is balanced and your customers are well-served.
Whether you're building next year’s budget or justifying your next hire, this session provides actionable strategies to make informed decisions.
🧠 Why this matters now:
2025 budgets are being locked.
Your team is stretched thin — again.
Execs want a data-informed plan. Not a plea for more headcount.
💥 Where CS leaders get it wrong:
Relying on static spreadsheets that miss hidden trends.
Planning based on assumptions, not real-time data.
Failing to tie headcount to revenue, onboarding, or lifecycle impact.
🎯 What this session unlocks for you:
- A practical framework to calculate and forecast CSM capacity based on customer load and lifecycle stages.
- How AI can act as a co-pilot to accelerate your planning, identify trends, and explore "what-if" scenarios more efficiently.
- Tangible strategies for moving from reactive to proactive capacity management.
- Insights on what to focus on (and what to stop doing) for a realistic 2025 plan.
👤 About the Speaker
Emilie Dubau is a seasoned Customer Success leader with 15+ years of experience scaling teams and driving customer-centric transformations in B2B SaaS. She’s currently Head of Learning Consulting (Customer Success) at AIHR, where she leads strategy, outcomes, and team development.
Before that, she spent nearly 8 years at Sana Commerce, most recently as VP of Customer Success, managing global teams across five continents. Emilie’s superpower? Turning chaos into clarity — and karaoke into a contact sport. (Yes, she’s serious about CS. But she’s also serious about that mic.)
🎯 What this session unlocks for you:
- A practical framework to calculate and forecast CSM capacity based on customer load and lifecycle stages.
- How AI can act as a co-pilot to accelerate your planning, identify trends, and explore "what-if" scenarios more efficiently.
- Tangible strategies for moving from reactive to proactive capacity management.
- Insights on what to focus on (and what to stop doing) for a realistic 2025 plan.
💡 You’ll walk away with:
A plug-and-play framework to forecast CSM capacity
How to leverage AI to build smarter, scalable team plans
3 tactical strategies you can implement the next day
A downloadable guide to create your 2025 resourcing model.