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.

4 decks availableNew decks added monthlyNo pitch, just the work
Filter
SScaleUp CS × VitallyWebinar · Jun 2026
Build the model.
New Rules for Capacity Planning
A New Capacity Framework for the AI Era
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck37 slidesw/ Vitally

Build the model. Protect the relationship.

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.

Get the deck →
SScaleUp CS × VitallyWebinar · May 2026
Build the system. Keep the human.
AI in CS
The Roadmap for Empowering Human Connection
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck43 slidesw/ Vitally

Build the system. Keep the human.

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.

Get the deck →
SScaleUp CS × VitallyWebinar · Mar 2026
From chaos to consistency.
The First 90 Days
Building a Scalable Onboarding Playbook
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck46 slidesw/ Vitally

From chaos to compound interest.

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.

Get the deck →
SScaleUp CS × VitallyWebinar · Feb 2026
Hire on complexity, not ARR.
When to Hire Your First CSM
The signals, the founding profile, and the 90-day plan
Nina Wilkinson · Linnea Olsonscaleupcs.com
Webinar Deck44 slidesw/ Vitally

Forget the magic number. Hire on complexity.

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.

Get the deck →

Ready to put this into action?

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.

Book a 30-min intro call