When your company has new initiatives in addition to your active goals in the CS department, do you

Kevin Mitchell Leonor
Kevin Mitchell Leonor Member Posts: 248 Expert
First Comment Name Dropper First Anniversary
edited July 2020 in CS Org Conversations

Wanted to see how many of us have any incentive programs that are not part of the CSM's contracted Total Compensation. 

At RingCentral, we have our normal metric-based objectives compensation equal to 18% of our total compensation. However when we have some additional metrics we need to hit that are out of the norm, they don't make it part of the MBO; but a separate bonus.


  • WillowMoellering
    WillowMoellering Member, CS Leader Posts: 21 Thought Leader
    First Anniversary Photogenic First Comment
    edited May 2020

    @Kevin Mitchell Leonor, this is a great question!  I have seen sales spiffs work really well with CS teams, but they have to be timebound outside of MBOs.  For example, your MBOs are Retention Rate & Engagement and their is an additional spiff for Q2 on Module A Upsell to 10% of your book.

    If the team meets/exceeds MBOs but doesn't upsell Module A, they are still performing on target.  If they hit the 10% upsell, they get a Bonus.