How do you fairly distribute accounts among CSMs when comped on renewals?
Expert 
Updated by Heather Wendt
Hi All!
Hope to get some insights from this supportive group from other CS leaders on this ( stay with me here as I explain!)
My team is comped on a base + bonus ( 80/20). bonus paid out qtrly.
Bonus is based on, among other things, renewals. This is a large percentage of their bonus. Here is the dilemma:
I currently allocate accounts based on segmentation. Lets say for our purposes, commercial and enterprise.
Commercial customers are lower touch than enterprise ( i.e "less work").
Our contracts are ARR based ( that's the segmentation) and either 1 or 3 year contracts.
Here is the dilemma:
I am having difficulty allocating the customers in a fair and balanced way.
- We can have high ARR contracts coming in that are all 3 year renewals, resulting in having a CSM "stuck" with no bonus for 3 years.
- We can have one CSM with a high number of yearly contracts, resulting in more of a load.
- We can have one CSM with a low number of customers but high ARR, resulting of less of a load and more of a bonus
You get my drift....
How do you allocate your customers to CSMs?
Hope to get some insights from this supportive group from other CS leaders on this ( stay with me here as I explain!)
My team is comped on a base + bonus ( 80/20). bonus paid out qtrly.
Bonus is based on, among other things, renewals. This is a large percentage of their bonus. Here is the dilemma:
I currently allocate accounts based on segmentation. Lets say for our purposes, commercial and enterprise.
Commercial customers are lower touch than enterprise ( i.e "less work").
Our contracts are ARR based ( that's the segmentation) and either 1 or 3 year contracts.
Here is the dilemma:
I am having difficulty allocating the customers in a fair and balanced way.
- We can have high ARR contracts coming in that are all 3 year renewals, resulting in having a CSM "stuck" with no bonus for 3 years.
- We can have one CSM with a high number of yearly contracts, resulting in more of a load.
- We can have one CSM with a low number of customers but high ARR, resulting of less of a load and more of a bonus
You get my drift....
How do you allocate your customers to CSMs?