How do you fairly distribute accounts among CSMs when comped on renewals?
Expert 
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?