I have a unique team of CSMs who work directly with our New Business (Hunter) reps, who are solely responsibly for running and converting Proof of Concepts. In this unique position the CSMs bridge the gap between more traditional Growth CSM metrics (like upsells or Growth on Retained) and New Business Sales (bookings).

I am curious if others in the industry have a specific team like this and what time of performance metrics CSMs have (revenue, retention, KPIs, etc). Ideally, I think there should be a way to strike the balance between rewarding CSMs for revenue growth at the time the POC converts, with the core responsibilities of a CSM (retaining customers through proactive account management and exceptional customer support/insights).

Would love to hear what others are doing!