CSM coverage models slice customers by value or complexity and assign different service models to each. Common architectures: account-named (1 CSM per N accounts, top-down), pooled (any CSM picks up tickets), hybrid, or digital-led (no human CSM, in-product only). Enterprise SaaS leans account-named; PLG SaaS leans digital-led. The model dictates CSM economics - account-named is high-touch and expensive; digital-led is cheap but has thinner relationships.
See how public B2B SaaS companies disclose this metric, with full historical time series.