From 8527875bf662cf05305ef9f15a8454201aa978d2 Mon Sep 17 00:00:00 2001 From: Noubar Tedjirian Date: Tue, 24 Mar 2026 15:13:47 -0400 Subject: [PATCH 1/3] Update customer-success.md Discussed the new customer success Commission structure --- src/handbook/sales/customer-success.md | 23 +++++++++++++++++++++++ 1 file changed, 23 insertions(+) diff --git a/src/handbook/sales/customer-success.md b/src/handbook/sales/customer-success.md index 4f48aa2de8..7e6a7ee5ee 100644 --- a/src/handbook/sales/customer-success.md +++ b/src/handbook/sales/customer-success.md @@ -360,3 +360,26 @@ 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 three equally weighted goals (33.33% each). Note that weightings and specific targets are subject to review at the start of each fiscal year or quarter. _**To be confirmed**_ + +1. Renewals Completed (33.33%): Based on the percentage of assigned renewals successfully closed. +2. Net Retention Revenue (NRR) (33.33%): Measured against a 115% NRR goal. (100% NRR = 0% payout; 115% NRR = 100% payout). +3. Quarterly KPI (33.33%): Focused on product engagement (e.g., 10 Customer PRs). **_Note: Management will confirm if overachievement results in additional commission._** + +### When Transactions are Credited +To align with SaaS market standards, commission is credited based on the Effective Date of the contract change (when the revenue officially starts or stops). _**To be confirmed**_ + +| Metric | Credit Date for Commission | +| ----------------------| -----------------------------| +| Churn | Contract End Date | +| Expansion (In-Term) | Provisioning/Effective Date | +| Expansion (Renewal) | New Contract Start Date | +| Renewal | New Contract Start Date | +| Contraction | New Contract Start Date | +_Example: If a renewal is signed in Q4 but the "Effective Start Date" is in Q1, the commission is earned in Q1._ From 1e0dc437aff9ecab78f4ebb3b97cb060202af71e Mon Sep 17 00:00:00 2001 From: Noubar Tedjirian Date: Mon, 22 Jun 2026 16:41:28 -0400 Subject: [PATCH 2/3] Update customer-success.md --- src/handbook/sales/customer-success.md | 12 ++++++++---- 1 file changed, 8 insertions(+), 4 deletions(-) diff --git a/src/handbook/sales/customer-success.md b/src/handbook/sales/customer-success.md index 7e6a7ee5ee..417f7c72a4 100644 --- a/src/handbook/sales/customer-success.md +++ b/src/handbook/sales/customer-success.md @@ -366,11 +366,15 @@ When a customer requests access to the FlowFuse Assistant, do the following: The Customer Success team is compensated under a quarterly commission plan that rewards retention, growth, and product engagement. ### Commission Components -Payouts are based on three equally weighted goals (33.33% each). Note that weightings and specific targets are subject to review at the start of each fiscal year or quarter. _**To be confirmed**_ +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. Renewals Completed (33.33%): Based on the percentage of assigned renewals successfully closed. -2. Net Retention Revenue (NRR) (33.33%): Measured against a 115% NRR goal. (100% NRR = 0% payout; 115% NRR = 100% payout). -3. Quarterly KPI (33.33%): Focused on product engagement (e.g., 10 Customer PRs). **_Note: Management will confirm if overachievement results in additional commission._** +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 To align with SaaS market standards, commission is credited based on the Effective Date of the contract change (when the revenue officially starts or stops). _**To be confirmed**_ From 67e9d60c9cef2d407b8fbe8c70ed0863c9c0c784 Mon Sep 17 00:00:00 2001 From: Noubar Tedjirian Date: Fri, 26 Jun 2026 14:18:32 -0400 Subject: [PATCH 3/3] Update customer-success.md --- src/handbook/sales/customer-success.md | 15 ++++++++------- 1 file changed, 8 insertions(+), 7 deletions(-) diff --git a/src/handbook/sales/customer-success.md b/src/handbook/sales/customer-success.md index 417f7c72a4..f189afd504 100644 --- a/src/handbook/sales/customer-success.md +++ b/src/handbook/sales/customer-success.md @@ -377,13 +377,14 @@ Payouts are based on two equally weighted goals (50% each). Note that weightings Commission payouts are denominated in USD, aligning CSM financial incentives directly with the company's primary revenue currency. ### When Transactions are Credited -To align with SaaS market standards, commission is credited based on the Effective Date of the contract change (when the revenue officially starts or stops). _**To be confirmed**_ +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 | Contract End Date | -| Expansion (In-Term) | Provisioning/Effective Date | -| Expansion (Renewal) | New Contract Start Date | -| Renewal | New Contract Start Date | -| Contraction | New Contract Start Date | -_Example: If a renewal is signed in Q4 but the "Effective Start Date" is in Q1, the commission is earned in Q1._ +| 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.**