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peanutbutterjellytime

AE

Contributor

AITA for expecting expansion commish?

I'm the only AE at a small SaaS startup.


Comp plan just changed 18 months into my role. Under the old plan, we used to get paid out on accounts that expand in seats up to 1 year after the initial close, without me having to do anything. The account adds more seats without any conversation needed by the CSM, and then we get paid out.


The CSMs aren't paid any sort of commish, so the business is now saving this $$$ they had to pay to me and instead lowering their "cost of compensation". Under the new plan I need to be involved in the negotiation of a price increase/expansion, or we can scope expansions into the initial contract (no buyer wants to do that).


Am I the asshole here, or is change just hard? I'm trying to wrap my head around how to be involved in expansions without being bothersome to either the customer or CSM and step on people's toes.

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CPTAmerica
Opinionated
4
President/CRO
I think you were lucky to have had that plan as long as you did. It is not the norm. But yes, change always sucks.

Just consider it a reason to stay in touch with your customers post signing. You should be doing it anyway as it's the best way to ensure referrals come to you. Simple check in calls once a month or so is all it takes.

Taking a comp hit is never fun but I'd be curious how much of your total pay came from these expansions.
FinanceEngineer
Politicker
2
Sr Director, sales and partnerships
Yeah man, once you close, you pass it to CS or an AM. Very rarely in SaaS do you keep your customers.
Sunbunny31
Politicker
1
Sr Sales Executive 🐰
Where I work, we're given 12 mos on new logos to close more. Even if the CS or AM is leading the deal, anything that is new ARR within that time is mine. What this means is that the reps here are paying attention to those accounts and working with CS to make sure that implementation and onboarding go as well as possible, and then ensuring that there's a roadmap we're all aware of and are driving towards.

So while the extra seat and other add-ons can be definitely nice and not involve as much effort, staying in touch with customers and the CS team is a benefit. I also help where I'm needed - it's easier for me to get my hands on the SE team for demos of additional modules.

I'm thinking you'll want to do this with many, if not all, of your new deals so that you don't lose the revenue. A tad more effort on your part will be a benefit.
SoccerandSales
Big Shot
2
Account Executive
I think you had it really nice, but makes sense the way it is changing. Never an asshole for being upset at it getting changed though
Pachacuti
Politicker
2
They call me Daddy, Sales Daddy
Can’t say if you’re an a-hole or not, but that change just adds a step to everything. You need to just make sure your name is on everything having to do with your customers. Nothing happens without your involvement.

Kinda lame to have to do that, but they made the rules and you’re just playing the game.
pirate
Big Shot
2
🦜☠️ Account Executive
Well not having to do anything for customer to expand and getting paid for it... Sounds pretty unbelievably good!

I have to fight tooth and nail to not only keep my customers which I don't get paid for so I can expand and upsell them. And new business obviously.

Customer success depends. Is it glorified customer support or renewal. If they put a lot of work in then they should get paid for farming the accounts.
SaaSguy
Tycoon
1
Account Executive
I want to be on every call/email/engagement with my customers.
peanutbutterjellytime
Contributor
0
AE
curious - what type of product are you selling and what is implementation like?

ours is a complex product and onboarding is very involved...hard to imagine being that involved post-sale, but maybe I need to rethink that.
Justatitle
Big Shot
1
Account Executive
Change sucks and it's never for the better
WhollyMan
Valued Contributor
1
Renewal Sales Specialist
Change is just hard. I’ve sold professionally at 3 companies now with a wide variety of company structure (small mom and pop all the way up to big software corps). Commission plan changes are just a part of life in sales. I feel like that is a skill we can all focus on as sales people (dealing with change/rolling with the punches). Just don’t let it rain on your success and keep on crushing your goals! If you do that you generally will make plenty of money to be happy. More is always better though haha
Maximas
Tycoon
0
Senior Sales Executive
That sucks,sorry.
What I recommend you though is to speak up to get yourself involved in order to get paid and if you felt that your words felt on dumb ears ...Then offer upgrading the prospect's contract based on your intervention if done then ask to get paid for what you used to have+the additional % of the extra contract size and I do hope and believe they'll take it,good luck!
Kosta_Konfucius
Politicker
0
Sales Rep
Sorry to hear it, but unfortately its pretty common

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