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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
approved these changes
Mar 25, 2026
ZJvandeWeg
reviewed
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
ZJvandeWeg
requested changes
Mar 25, 2026
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Discussed the new customer success Commission structure
Description
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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