From 8527875bf662cf05305ef9f15a8454201aa978d2 Mon Sep 17 00:00:00 2001 From: Noubar Tedjirian Date: Tue, 24 Mar 2026 15:13:47 -0400 Subject: [PATCH] Update customer-success.md Discussed the new customer success Commission structure --- src/handbook/sales/customer-success.md | 23 +++++++++++++++++++++++ 1 file changed, 23 insertions(+) diff --git a/src/handbook/sales/customer-success.md b/src/handbook/sales/customer-success.md index 4f48aa2de8..7e6a7ee5ee 100644 --- a/src/handbook/sales/customer-success.md +++ b/src/handbook/sales/customer-success.md @@ -360,3 +360,26 @@ When a customer requests access to the FlowFuse Assistant, do the following: On the deadline day, go through the remaining instances and restart them. Check that each one comes back online properly, and assist customers with any issues that come up. + +## Customer Success Commission Structure + +The Customer Success team is compensated under a quarterly commission plan that rewards retention, growth, and product engagement. + +### 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**_ + +1. Renewals Completed (33.33%): Based on the percentage of assigned renewals successfully closed. +2. Net Retention Revenue (NRR) (33.33%): Measured against a 115% NRR goal. (100% NRR = 0% payout; 115% NRR = 100% payout). +3. Quarterly KPI (33.33%): Focused on product engagement (e.g., 10 Customer PRs). **_Note: Management will confirm if overachievement results in additional commission._** + +### When Transactions are Credited +To align with SaaS market standards, commission is credited based on the Effective Date of the contract change (when the revenue officially starts or stops). _**To be confirmed**_ + +| Metric | Credit Date for Commission | +| ----------------------| -----------------------------| +| Churn | Contract End Date | +| Expansion (In-Term) | Provisioning/Effective Date | +| Expansion (Renewal) | New Contract Start Date | +| Renewal | New Contract Start Date | +| Contraction | New Contract Start Date | +_Example: If a renewal is signed in Q4 but the "Effective Start Date" is in Q1, the commission is earned in Q1._