Four weighted capacity dimensions, one constrained assignment loop, and a deliberate human exception path.
Assignment Logic
The engine uses a custom greedy assignment loop that trades academic perfection for operational reality. Accounts are pre-sorted by complexity (descending), and capacity is re-calculated dynamically after every single assignment. This prevents the classic greedy pitfall of overloading the highest-performing reps with all the difficult accounts at once.
After each assignment, the next account goes to the CSM with the most remaining capacity — but capacity is re-evaluated each round, not static.
Formula Plate
The engine evaluates each CSM's portfolio against four weighted dimensions to produce a composite capacity score.
volume_capacity = (max_accounts - current_accounts) / max_accounts
volume_score = volume_capacity * 0.35Tracks how close a CSM is to their account headcount cap. Closer to ceiling means less capacity for new accounts.
arr_capacity = (max_arr - current_arr) / max_arr
arr_score = arr_capacity * 0.25Capacity limits are anchored strictly to ARR, entirely ignoring TCV. TCV artificially inflates the perceived workload of multi-year deals. If an engine evaluates a 3-year deal at $100K ARR as $300K TCV, it instantly eats up rep capacity. When that CSM successfully renews for a standard 1-year term, the math incorrectly registers a massive retention penalty (100K/300K). Anchoring to ARR keeps workload grounded in present-day reality.
renewal_score = quarterly_renewal_headroom * 0.25Ensures reps aren't buried in a single quarter. Prevents seasonal overload spikes by balancing renewal density across the year.
health_score = (healthy_accounts / total_accounts) * 0.15The current proportion of at-risk accounts in each CSM's book. Ensures reps with struggling portfolios aren't handed more turbulence.
composite_score = (
((max_accounts - current_accounts) / max_accounts) * 0.35 +
((max_arr - current_arr) / max_arr) * 0.25 +
quarterly_renewal_headroom * 0.25 +
(healthy_accounts / total_accounts) * 0.15
)Higher score = more remaining capacity = better candidate for new accounts.
Guardrails
Automation handles the bulk, but human intuition handles the exceptions. If the system detects a high-value "Enterprise Alert" account (top-tier segments under ~300 total accounts), the assignment loop halts. Enterprise accounts are flagged for manual leadership review and matched based on executive alignment and historical relationships; standard accounts continue through the automated greedy heuristic.
// New hires (0-2 months tenure) get flat volume boost
new_hire_score = 85 // flat score, not calculated
// Protected by Bouncer — can't take Enterprise accountsRamping reps need repetitions, not complex math. The flat score turns new hires into magnets for standard accounts until they hit their targeted ramp capacity. The Bouncer prevents them from taking Enterprise accounts.
Implementation Notes
Weights and caps are configurable per run via the Config module — no code changes required. All data sources normalize to a common key structure before scoring begins.
Totango API supplies account health, ARR, and renewal dates
Salesforce provides segment classification and unassigned account identification
Optional Glean enrichment resolves SFDC Account IDs for enrichment flows
All assignments go through staging → commit with full audit history