Unchurned - The No. 1 podcast for Customer Success Redefining Compensation to Better Align CS Roles with Revenue Goals
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Jan 17, 2025 The hosts dive into how companies are reinventing compensation models to better link customer success with revenue outcomes. They discuss the evolving roles of customer success and account management, emphasizing revenue accountability and data management challenges. The conversation also touches on the impact of AI on content authenticity, particularly on social media platforms. Lastly, they stress the necessity for a solid strategy in customer success to cope with shifting expectations and leadership dynamics.
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Constant Change in CS Roles
- Jon Johnson's targets, compensation, and responsibilities change every three months.
- This constant change makes it difficult to implement long-term programs and demonstrate impact.
Account Management's Growing Influence
- Account management is taking a larger role in customer success, focusing more on revenue and less on usage.
- This shift may be driven by experienced CSMs seeking higher pay in sales roles.
Focus on Responsibilities, Not Titles
- Kristi Faltorusso suggests that titles matter less than the actual roles and responsibilities.
- Jon Johnson points out that CSMs traditionally came from support or sales backgrounds, leading to varied skill sets.