Unchurned - The No. 1 podcast for Customer Success
Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar)
Nov 27, 2024
Brian Hansen, Director of Customer Success at Aurora Solar, discusses innovative compensation strategies in the solar industry. He shares insights on aligning product usage with customer success and sales efforts. The conversation explores the benefits of transitioning from traditional commissions to ongoing payouts, promoting accountability and collaboration. Hansen emphasizes the importance of a mission-driven culture and how qualitative data can enhance customer engagement. The chat also highlights career development and the challenges of resource allocation in a rapidly evolving market.
38:13
Episode guests
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
Quick takeaways
- Aurora Solar is shifting from traditional sales metrics to product usage as a means to enhance long-term customer engagement and satisfaction.
- The company's mission-driven culture significantly boosts employee morale, aligning personal values with organizational objectives to drive sustainable growth in the solar industry.
Deep dives
Shifting Metrics to Focus on Product Usage
The company recently transitioned its main performance metric from traditional financial indicators like Annual Recurring Revenue (ARR) and Net Revenue Retention (NRR) to a focus on product usage. This shift aims to unify departmental goals between sales and customer success, ensuring all team members prioritize long-term customer engagement and satisfaction. By centering on usage value, the company intends to improve customer retention and avoid the pitfalls of onboarding customers who may not fully utilize the product. Ultimately, this strategic pivot emphasizes the importance of ensuring customers derive substantial value from the product over time.
Remember Everything You Learn from Podcasts
Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
