Pricing tiers based on COGS and support levels?

Some context: We sell software that be completely self serve. We have really focused on increasing upfront training, knowledge bases, in-app tools, etc. so that people will actually self-serve, but we have a lot of customers who still rely on our very service-oritented CS team to do the activities for them. This creates really strong customer relationships but it's killing our efficiency and our margins. We're vertical SaaS for farms, so very low tech-savviness across our customer base.

Has anyone experimented with pricing based on how much a CSM is holding your hand? Is this better done with sticks or carrots? Any other ideas to push this self-service stuff?