Hi Allison,I've seen what you are describing a couple of different ways. Mostly it's a combination of client results (adoption, etc) and CSM actions (response rates, touch points, etc).
The client adoption side is arguably the most important CS metric anyway, as that directly impacts renewal rates. I've always set hard targets for my implementation/CS teams - ie, 90% clients 'adopted' (requires a hard definition of adoption) in 90 days. For existing client you can tie variable comp to continued adoption / usage.
Beyond adoption more traditional CS activity metrics work here. I've used things like touchpoints, exec business reviews completed, and even cross sell leads submitted. The trick here is not making the variable comp equation too complex. The more metrics you have the more challenging it can be to manage the results. Let me know if you want to connect 1:1 to discuss in more detail. Andrew
