Update customer-success.md

[UnicornGunnerz]

Discussed the new customer success Commission structure

Description

Added the CSM commission Structure that wasn't in the handbook. It'll help make our next quarters commission process go faster.

Related Issue(s)

Checklist

• I have read the contribution guidelines
• I have considered the performance impact of these changes
• Suitable unit/system level tests have been added and they pass
• Documentation has been updated
• For blog PRs, an Art Request has been created (instructions)

[UnicornGunnerz]

@MichaelBDavis

Left it for your review. That said, before we merge, it would be good to confirm the following:

• Need to agree on Splits / Weights of the goals
• Need to agree on transaction credit dates for each metric
• Need to agree if going over your Quarterly KPI such as 10 PRs would result in extra bonus
• Need to agree on the currency payout of commission

Happy to discuss them in a meeting.

[netlify]

✅ Deploy Preview for flowforge-website ready!

Name	Link
🔨 Latest commit	1e0dc43
🔍 Latest deploy log	https://app.netlify.com/projects/flowforge-website/deploys/6a399dfbc3609800088b6781
😎 Deploy Preview	https://deploy-preview-4754--flowforge-website.netlify.app
📱 Preview on mobile	Toggle QR Code... Use your smartphone camera to open QR code link.
Lighthouse	1 paths audited Performance: 86 (🟢 up 21 from production) Accessibility: 81 (🔴 down 15 from production) Best Practices: 100 (no change from production) SEO: 91 (no change from production) PWA: - View the detailed breakdown and full score reports

---

To edit notification comments on pull requests, go to your Netlify project configuration.

[ZJvandeWeg]

@UnicornGunnerz @Esmewieringa I'd rather do 50:50, NRR vs KPI goal. NRR is the only one that's eligible for overachievement leading to higher bonus.

[MichaelBDavis]

@UnicornGunnerz

Need to agree on Splits / Weights of the goals

• I support 50/50, NRR & KPI
• I support calculating percent achievement from 100% NRR to Goal. Note: We should recognize this means that a CSM may not have incentive to move an NRR of <100%. e.g. Move NRR from 90% to 100% in the quarter.
  Need to agree on transaction credit dates for each metric
• I don't understand this point
  Need to agree if going over your Quarterly KPI such as 10 PRs would result in extra bonus
• I support reserving extra bonus for NRR
  Need to agree on the currency payout of commission
• I defer here

[ZJvandeWeg]

@UnicornGunnerz Let's make bonusses USD, happy to have that discussion with the individuals. But it's the primary driver for revenue. EUR is not really used, and it alligns the financial success of the company directly to CSM success.

@UnicornGunnerz Can you update the PR to reflect Michaels notes?

[UnicornGunnerz]

Updated based on the approved changes:
Split: 50/50 — NRR vs. Quarterly KPI (renewals goal dropped). Removed the Renewals component.
NRR measurement: Calculated as % achievement from 100% to goal (e.g., 115%), meaning the payout scales linearly in that range
Overachievement bonus: NRR only; KPI goal does not earn extra bonus
Commission currency: USD

What to leave as-is (still marked To be confirmed):

@MichaelBDavis Let's align on the transaction credit dates for each metric. Specifically, we must decide when Churn, Expansion (in-term/renewal), Renewal, and Contraction deals are recognized for commission payouts. For example, if a renewal is signed in Q4 but the Effective Start Date is in Q1, should the commission be earned in Q4 or Q1?

Once agreed, we'll merge. That said, I think we'll need to have this reuploaded, given the changes we have made to the website.