What does the Coverage Gap Calculator measure?

It compares the hours your CS team owes its stated service model against the hours your CSMs actually have after PTO and internal overhead, then shows how many accounts fall out of proactive coverage.

How is capacity allocated across tiers?

Greedily, not evenly. Committed work like onboarding and renewals is covered first, then your top tiers, because that is what teams triage when they are underwater. Whatever capacity is left runs out on the lowest tier.

Why does it ignore revenue and ARR?

The gap in hours and accounts is arithmetic on your own inputs, so it is hard to argue with. Multiplying uncovered accounts by a churn rate that has not happened yet stacks an assumption you cannot defend, so we leave revenue out.

What are the two ways to close the gap?

Hire enough CSMs to cover the model as written, or become AI native with RetainSure, which gives each CSM about 20 hours back every week. The calculator shows both against your own numbers.

Do I need to sign up to use it?

No. There is no login. Enter your numbers and you get a result in about 30 seconds, and you can share the exact model with your team using the link.

Coverage Gap Calculator

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Step 1

Input your numbers

Customer Success managers full-time equivalents

New accounts onboarding per quarter

Renewals per quarter Auto: total active accounts ÷ 4

Total active accounts by tier

The headline

Coverage ratio: net capacity ÷ total demand

100% = fully covered

0hours short per quarter

0total hours of demand / quarter

0accounts with no proactive coverage

Where the shortfall lands

Capacity is triaged, never spread evenly

Committed work first, then top tiers.
Whatever's left runs out of coverage.

Committed work Covered No proactive coverage

Your service model

Per account, per quarter: what you say each tier gets. The gap between this and reality is the whole point.

Tier	QBRs	Check-ins	Async touches	Reactive hrs

Effort & capacity

Benchmarks from typical B2B SaaS CS teams. Overhead % and QBR prep get challenged most. Change any that don't match you.

Step 2

Hire for the gap or stop spending the hours

OPTION 01

Hire more CSMs

OPTION 02

Become AI-native with RetainSure

Talk to RetainSure's founder

HOW THE MATH WORKS

Demand = each tier's activities × accounts, plus onboarding and renewals.
Capacity = CSMs × 40h × 13 weeks, minus PTO and internal overhead.
Greedy allocation = committed work and top tiers first, because that's what actually happens when a team is underwater.
Every number above is arithmetic on the inputs you entered: hours and accounts only, no revenue guesswork.