CSM Incentive Plans - NRR, GRR, ...

User: "Miranda Balcar"
Miranda Balcar
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Updated by Heather Wendt

Hi all,

I'd like to propose some changes to our CSM compensation plan for 2024. Last year we issued 2 bonuses each half based on NRR. I discovered that if a sales person helped land an expansion or an upsell for one of their accounts, the CSM coasted the rest of the year. This was the first year we implemented a bonus and I was hoping that my targets would motivate them to be more proactive and strategic, but it hasn't much. I wouldn't say that anyone has really developed better skills in this area this year. :(

My targets for 100% bonus attainment.

Mid-Market/SMB CSMs - H1 100% NRR, H2, 104% NRR. Everyone will hit this.

Enterprise CSMs - H1 108% NRR, H2 115% NRR. All but one will hit this.

Our GRR has been steadily 98%, so adding a GRR target didn't seem like it'd make much of an impact. How do you motivate CSMs for growth while keeping the incentive plan simple?

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