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Enterprise churn rose 4 pts last quarter. CS coverage ratio dropped below target in three regions.
Reduce response time 35% · improve enterprise NRR · restore QBR capacity.
$420,000 · 6 FTE · annual opex
2.1 pt NRR lift · 18% faster escalation resolution · APAC SLA compliance restored.
Headcount plan.xlsx · Regional coverage model · QBR backlog report
Headcount expansion to protect renewals and restore enterprise QBR quality before Q3 cycle.
- APAC/EMEA SLA recovery
- Dedicated enterprise QBR team
- Reduced product escalation load
- Recruiting timeline in tight market
- Manager onboarding bandwidth
ATS pipeline · CS platform licenses · Q2 hiring plan approval
- Can phased hiring meet Q3 renewal targets?
- Is contractor bridge required in APAC?
APAC coverage gap validated by queue data.
Complete review timeline
Jordan Lee · Customer Success
4 sections · 6 questions suggested
Medium risk · 5 categories flagged
Conditional approval noted
Supports APAC rationale
Final vote pending
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Support phased approach — tie Q3 hires to NRR milestone.