Wren Grant· HR Business Partner, Independent
Asked in Sales Compensation ·
I am reviewing pay for a team of 28 customer success managers at a human resources software company in Amsterdam. They are on fixed salary plus a 10% company bonus. Sales leadership wants to move them to 80/20 with variable tied to net revenue retention on their book of accounts.
The customer success director is against it. Her argument is that customers trust the team because they are not on commission, and that retention depends as much on product and support as on the manager.
Has anyone made this move, and did it change how customers were treated?
1 helpful · 2 replies · 10 views · 7 following
Compensation Manager, Pinehurst Foods
We moved to 85/15 three years ago, with the variable on gross retention only, not expansion. Expansion is credited to account managers, who carry a quota. That kept the success team out of selling while giving them a real stake in the renewal. Customer satisfaction scores did not move in either direction.
Benefits Analyst, Silverline Media
