Webinar #22 - Wednesday, February 12th 2025 - 5:00 PM (CET) / 08:00 AM (PDT)

Capacity Planning for CS Teams: Building Scalable Models That Work

With:

Mikael Blaisdell – Executive Director at The Customer Success Association
Ed Powers – Principal Consultant at Service Excellence Partners

Capacity planning is critical for building scalable and efficient CS teams that drive retention and growth. Are you confident your team’s resources align with customer needs and business priorities?

On Wednesday, February 12th, at 5:00 PM (CET) / 11:00 AM (EST), Mikael Blaisdell—Executive Director at The Customer Success Association and Ed Powers – Principal Consultant at Service Excellence Partners will guide you through a hands-on workshop on capacity planning. This isn’t just another webinar—it’s a focused, practical session designed to help you create a capacity model you can implement immediately.

Key Discussion Points:

Why Capacity Planning Matters: How to align resources with customer value and business goals.
Pre-requisites for Success: The tools, data, and frameworks you need to get started.
Building the Right Model: Steps to create a capacity plan tailored to your company’s unique needs.
Gaining Leadership Buy-In: Proven strategies to secure support for your plan.
Iterating for Growth: Knowing when and how to adapt your model as your company evolves.

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We're excited to have you join us.

Warm wishes,
Irina Cismas - Head of Marketing

Speaker:

Mikael Blaisdell

Executive Director at The Customer Success Association

Mikael is a leading authority on customer retention and expansion. After 25 years in Customer Support Operations and Technology, he became an Analyst in the recurring revenue sector in 2006. He founded the Customer Success Forum (61K+ members) in 2009 and the Customer Success Association in 2012, where he serves as Executive Director.

Ed Powers

Principal Consultant at Service Excellence Partners

Ed helps organizations improve customer loyalty by understanding why customers leave—and why they stay. With 37 years in CS, consulting, and operations, he has led success teams, advised 50+ companies, and specializes in neuroeconomics, analytics, and process improvement to drive retention and growth.

Host:

Irina Cismas

Head of Marketing at Custify

Irina is a product-led growth marketer with more than 15 years of experience in the field, focused on GTM strategy, messaging & positioning, competitive intelligence and many more. She is passionate about building high performance teams globally, developing talent while integrating customer insights into the product development process.

Previous Webinars:

How Porter Williams’ Global Experience Impacted His Customer Success Playbook | Mastering CS – Ep 37

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