Update customer-success.md#4754
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Discussed the new customer success Commission structure
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Left it for your review. That said, before we merge, it would be good to confirm the following:
Happy to discuss them in a meeting. |
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ginnyporlaje-pro
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Mar 25, 2026
ZJvandeWeg
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Mar 25, 2026
| The Customer Success team is compensated under a quarterly commission plan that rewards retention, growth, and product engagement. | ||
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| ### Commission Components | ||
| Payouts are based on three equally weighted goals (33.33% each). Note that weightings and specific targets are subject to review at the start of each fiscal year or quarter. _**To be confirmed**_ |
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@UnicornGunnerz @Esmewieringa I'd rather do 50:50, NRR vs KPI goal. NRR is the only one that's eligible for overachievement leading to higher bonus.
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Need to agree on Splits / Weights of the goals
- I support 50/50, NRR & KPI
- I support calculating percent achievement from 100% NRR to Goal. Note: We should recognize this means that a CSM may not have incentive to move an NRR of <100%. e.g. Move NRR from 90% to 100% in the quarter.
Need to agree on transaction credit dates for each metric - I don't understand this point
Need to agree if going over your Quarterly KPI such as 10 PRs would result in extra bonus - I support reserving extra bonus for NRR
Need to agree on the currency payout of commission - I defer here
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@UnicornGunnerz Let's make bonusses USD, happy to have that discussion with the individuals. But it's the primary driver for revenue. EUR is not really used, and it alligns the financial success of the company directly to CSM success.
@UnicornGunnerz Can you update the PR to reflect Michaels notes?
ZJvandeWeg
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Mar 25, 2026
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Discussed the new customer success Commission structure
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Added the CSM commission Structure that wasn't in the handbook. It'll help make our next quarters commission process go faster.
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