Assigning CS to Freemium Users

Matt Kwan
Matt Kwan Member Posts: 2 Navigator
Hey folks, currently looking into assigning CSMs to a shared book of freemium accounts to support them in a one-to-many fashion while we build up our user-base. The main KPI we're thinking of looking at here is cohort retention, but my question is this: how would you compensate CSMs working in a model like this?


  • Tiffany Morin
    Tiffany Morin Member Posts: 20 Thought Leader
    edited November 2020
    Great question. You could look at logo churn/retention. I am assuming one 'goal' is to move these users to a paid subscription so upsell could be another. Other ways to measure this could be adoption rate, user acquisition, etc. Depending on the level of support required you could look at support team KPIs.
  • Pam Micznik
    Pam Micznik Member Posts: 45 Expert
    Third Anniversary 10 Comments Photogenic GGR Blogger 2023
    edited November 2020
    @Matt Kwan - What are the responsibilities of CSMs regarding these freemium accounts? How do you track it? How do you incentivize freemium customers to become paying customers?