The New Rules of CS Capacity Planning: Scaling Your Team in the AI Era

About This Event

Two CS experts. One hour to rebuild the headcount model you've been using. And replace it with one that actually accounts for AI.

Why Attend

The capacity models most CS teams still rely on were built before AI started absorbing meaningful chunks of what CSMs actually do. The math isn't wrong, it's just answering the wrong question.

When AI changes what your team spends time on, the real question becomes: how many humans do you actually need, what should they be focused on, and how do you make that case to leadership without guessing? That's what this session is about.

Nina Wilkinson and Linnea Olson of Scale Up Customer Success bring both the strategic lens and the operational specifics. You'll leave with a framework for identifying where AI creates genuine leverage in your CS motion, a clearer model for approaching headcount conversations with finance and the C-suite, and the tactical steps to start putting it into practice.

Who This Is For

CS leaders, CS operations professionals, and anyone responsible for how their team is staffed and structured. If you've been asked to do more with less and aren't sure whether AI is actually part of the answer — or how much — this is the hour.

Ready to Rethink Your Capacity Model?

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 and scale customer success functions that hold up over time. She brings a strategic lens to capacity planning — specifically how CS leaders can make confident headcount decisions as AI reshapes the work their teams are hired to do.

Linnea Olson‍

Director of Customer Experience & Partner, ScaleUp CS

Linnea is a CS operations specialist who has built the systems, tooling, and workflows that let CS teams scale intelligently. She focuses on practical implementation — how to actually restructure your coverage model and operationalize AI in your team's day-to-day.