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Update customer-success.md #4754

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23 changes: 23 additions & 0 deletions src/handbook/sales/customer-success.md
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Expand Up @@ -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**_
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@ZJvandeWeg ZJvandeWeg Mar 25, 2026

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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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@MichaelBDavis MichaelBDavis Mar 26, 2026

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@UnicornGunnerz

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


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._
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