Berner: Tying CS comp to renewal quotas neglects product adoption
Stephanie Berner · A customer success masterclass | How to build and scale a CS org | Stephanie Berner (LinkedIn) · Feb 1, 2024 · at 53:33
Stephanie Berner (Global Head of Customer Success at LinkedIn Sales Solutions) explains how compensation models dictate CSM behavior and account health.
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“The thing that I think companies get tripped up by is when you put a significant amount of comp against a renewals or expansion quota, that is going to drive behavior. And if you want your teams only focused on getting the renewal across the line, that is where they will focus. If instead it's really important that your CS team is paying attention to product adoption, use cases, integration with other workflows in their business, then you need to incentivize that behavior in an appropriate way.”
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