Having the ablity to build in your CSM staffing model in gainsight and report on utilization and excess capacity would be a very helpful tool for Customer Success Leaders --- the model could be very simple - # of hours per customer in each segment X total number of customers in each segment of a CSM portfolio would get you to the hours utilized . Hours utilized / Hours available gets you to your capacity vs utilization - -- It would be helpful to also have the capacity to create different models for different roles i.e. CSA, Major Accounts CSA, Professional Serivces, etc.