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Concrete splits (70/30 or 80/20 base to variable) and the key design warning: pay on gross retention as well as NRR, or CSMs will chase expansion while the base leaks.
The Ultimate Guide to Structuring a Compensation Plan for Quota-Carrying CS Teams
From CS RevSpeak by Angeline Gavino 13 min read
- CS pay usually splits 70/30 or 80/20 base to variable, against 50 to 60 percent variable on sales teams.
- A worked 80/20 plan: 80,000 base, 8 percent on upsell and cross-sell, plus 5,000 for hitting 90 percent gross retention.
- One recommended metric weighting for the variable portion: NRR 50 percent, gross retention 30 percent, CSAT 20 percent.
