From cd6b37eb29cd483074b33d00b17f885bdfe45f78 Mon Sep 17 00:00:00 2001 From: Noubar Tedjirian Date: Tue, 30 Jun 2026 16:40:42 -0400 Subject: [PATCH] Update customer-success.md Recreated this PR given that the old one was on the old website backend (src vs nuxt) --- .../handbook/sales/customer-success.md | 28 +++++++++++++++++++ 1 file changed, 28 insertions(+) diff --git a/nuxt/content/handbook/sales/customer-success.md b/nuxt/content/handbook/sales/customer-success.md index 68f3f29beb..d2a33ac321 100644 --- a/nuxt/content/handbook/sales/customer-success.md +++ b/nuxt/content/handbook/sales/customer-success.md @@ -359,3 +359,31 @@ When a customer requests access to the FlowFuse Assistant, do the following: On the deadline day, go through the remaining instances and restart them. Check that each one comes back online properly, and assist customers with any issues that come up. + +## Customer Success Commission Structure + +The Customer Success team is compensated under a quarterly commission plan that rewards retention, growth, and product engagement. + +### Commission Components +Payouts are based on two equally weighted goals (50% each). Note that weightings and specific targets are subject to review at the start of each fiscal year or quarter. + +1. Net Retention Revenue (NRR) (50%): Measured against a 115% NRR goal. (100% NRR = 0% payout; 115% NRR = 100% payout). +2. Quarterly KPI (50%): Focused on product engagement (e.g., 10 Customer PRs). +**_Note: overachievement bonus applies to NRR only, and the KPI goal has no overachievement upside._** + +### Commission Currency + +Commission payouts are denominated in USD, aligning CSM financial incentives directly with the company's primary revenue currency. + +### When Transactions are Credited +Commission is credited based on the date the transaction is signed, or notice is given, ensuring CSMs are recognized in the quarter the outcome is determined. + +| Metric | Credit Date for Commission | +| ----------------------| -----------------------------| +| Churn | Notice/Cancellation Date | +| Expansion (In-Term) | Signing Date | +| Expansion (Renewal) | Signing Date | +| Renewal | Signing Date | +| Contraction | Notice Date | + +**Example: If a renewal is signed in Q4 but the Effective Start Date is in Q1, the commission is earned in Q4.**