CS Org Design & KPI Framework Builder
Marie Holland
12 years scaling CS orgs. These are the frameworks that worked.
The problem this solves
Most CS leaders build their org by feel — promoting whoever's available, tracking whatever's easy to measure, and hoping things hold together as the team grows. This framework is what I built after scaling a CS organization from under 1,000 to 45,000+ properties over 10 years. It's the actual structure I used, not the theory.
What's inside
This bundle includes three ready-to-use frameworks:
CS Org Design Template — a tiered team structure you can adapt to your headcount and stage, with role definitions and reporting lines
KPI Framework Builder — the metrics that actually matter for retention, onboarding velocity, CSAT, and team accountability, with a scoring template you can implement immediately
Accountability Scorecard — the tool I use to run performance conversations that drive improvement without micromanaging
Who this is for
This is for you if you're a CS Manager stepping into a Director role, a Director inheriting a disorganized team, or a founder trying to build your first real CS function. You'll be able to put these templates to work the same week you download them.