Beyond the Title: How CS Leaders Align Segmentation, Leveling Frameworks, and Career Paths

About This Event

One hour to fix the two things breaking your CS org as it grows: unclear segmentation and a leveling framework nobody trusts.

Why Attend

Most CS orgs hit the same wall around 15-20 CSMs: segmentation is informal, promotions feel political, and nobody — leader or IC — can say with confidence what separates a CSM2 from a CSM4. That ambiguity isn't a minor annoyance. It shows up as inconsistent account coverage, promotion requests you can't objectively evaluate, and senior CSMs who leave because there's no path forward that doesn't mean becoming a manager.

This session gives you both sides of the problem. You'll walk through how to segment accounts by complexity and touch model (not just ARR), how to map that segmentation to CSM experience levels, and how to build a six-tier leveling framework — from execution-focused IC1s to company-wide-impact IC6s — with a proficiency model that keeps promotions honest. You'll also get a look at career off-ramps that don't force every strong CSM into management, plus the scripts and self-eval templates ICs need to actually start the conversation with their manager.

Who This Is For

CS leaders building or auditing a leveling framework, and individual contributors trying to understand where they sit today and what it actually takes to move up. If you've ever had someone ask "what do I need to do to get promoted?" and not had a real answer, this is the hour.

Ready to build a framework people trust?

Save your seat — live attendance is free. Can't make it? Register anyway and we'll send you the recording.

About the Speakers

Nina Wilkinson

Fractional CS Leader · Partner, ScaleUp CS

Nina works with growth-stage companies to build customer success functions that hold up as headcount scales. She brings a strategic lens to this session — how leaders can tie account segmentation to a leveling framework before promotion cycles turn into guesswork.

Linnea Olson

Director of Customer Experience · Partner, ScaleUp CS

Linnea is a CS operations specialist who has built the tiering systems, competency rubrics, and calibration routines that let CS teams promote people on evidence instead of tenure alone. She focuses on practical implementation — how to actually stand up a six-tier framework and make it stick.