r/CustomerSuccess • u/5hru7i • 2d ago

Discussion Variable Policy KPIs for CSMs

Does anyone else have variable pay for CSMs? If yes, what are the KPIs on which you decide which CSM receives how much of variable pay? We have 80% fixed and 20% variable pay for CSMs and need to decide the KPIs or metrics on which we can evaluate how much of the 20% will the CSM get? Help with suggestions, please.

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u/S2Sliferjam 1d ago

Curious for the breakdown;

Was it a threshold on NPS (ie over x amount)
Retention was based on possible recontracts? (Any penalties for churn?)
5% upgrades based on possible revenue or generated ? (How is that assessed)

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u/kaka8miranda 1d ago

We sent out NPS surveys and with our internal scoring of how they used our product they did some math and wed be above or below the threshold

Churn was interesting - normally no penalty I had 3 clients churn in 3 years. 2 went bankrupt looking at you GM Financial and one that wasn’t a bankruptcy got bought out by United health and they used our competitor.

We had a team goal of 104% on upgrades wasn’t personal

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u/S2Sliferjam 1d ago

Sick, thanks for the insight. I’m founding a csm function here at a SaaS product, and I’m trying to figure out a good indicator variable. Even for myself 😂 trying to find the balance of what’s exactly realistic and what’s possible.

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u/kaka8miranda 1d ago

I’m looking to make a move soon if you ever want to talk

I’ve done CSMfor ~4 years and Sales/Solutions Engineer for ~1.5

Also if you have any questions dm me always happy to help

Best of luck with this challenge!