Customer SuccessCon West 2017

As more revenue responsibility shifts from sales to customer success teams, an increasing number of organizations are introducing bonus and commission as a part of CSM compensation plans.  Variable compensation is a polarizing issue, with some success leaders arguing that it is necessary to boost performance, and others taking the position that it removes the CSM from a trusted advisor role.  Executed correctly, variable compensation plans can help CSM teams focus on the goals and priorities that provide value to both their clients and their companies.

This session will focus on how to build an effective variable compensation plan that drives optimal CSM behavior and aligns with the goals of both your clients and your company.  Discussion topics include how to pitch a compensation plan to your executive team, what to do if your company hasn't given you goals, and how to write a plan that doesn't scare new hires.  We'll also cover creative alternatives to variable compensation for those who want to drive performance, but aren't in a position to execute a variable plan.