Updated CSM bonus structure

[simfish85]

Changes

Updated the CSM bonus structure to be measured quarterly vs. half yearly after discussions with @bendbradley and @minekansu
110% quarterly NRR vs 120% half yearly.

Checklist

• I've read the docs and/or content style guides.
• Words are spelled using American English
• Use relative URLs for internal links
• I've checked the pages added or changed in the Vercel preview build
• If I moved a page, I added a redirect in vercel.json

[github-actions]

Deploy preview

Status	Details	Updated (UTC)
🟢 Ready	View preview	Jul 03, 2026 08:59AM

[github-actions]

Vale prose linter → found 16 errors, 14 warnings, 0 suggestions in your markdown

Full report → Copy the linter results into an LLM to batch-fix issues.

Linter being weird? Update the rules!

contents/handbook/cs-and-onboarding/how-we-work.md — 16 errors, 14 warnings, 0 suggestions

Line	Severity	Message	Rule
7:81	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
15:5	warning	'Customer Success Managers' heading should be in sentence case, and product names should be capitalized.	PostHogBase.SentenceCase
17:156	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
17:209	warning	Use the Oxford comma before 'and' or 'or' in a list of three or more items.	PostHogBase.OxfordComma
19:4	warning	'Weekly Customer Success standup' heading should be in sentence case, and product names should be capitalized.	PostHogBase.SentenceCase
23:187	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
25:4	warning	'How contractual bonus works - Technical CSMs' heading should be in sentence case, and product names should be capitalized.	PostHogBase.SentenceCase
25:30	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
25:44	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
27:1	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
27:74	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
27:100	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
27:187	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
37:77	warning	'annualize' is a possible misspelling.	PostHogBase.Spelling
42:75	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
43:69	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
45:116	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
47:111	warning	'ie' is a possible misspelling.	PostHogBase.Spelling
55:3	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
57:8	warning	'rebalancing' is a possible misspelling.	PostHogBase.Spelling
61:19	warning	'CSMs' is a possible misspelling.	PostHogBase.Spelling
68:144	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
69:136	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
72:68	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
76:79	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
78:106	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
79:107	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
79:190	error	Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash.	PostHogBase.EnDash
106:8	warning	'Calendly' is a possible misspelling.	PostHogBase.Spelling
109:59	warning	'Calendly' is a possible misspelling.	PostHogBase.Spelling

[github-actions]

Bundle report

Total JS (gzip)

6.29 MiB (no change)

Eager graph (static-import closure per entrypoint)

Entrypoint	Eager size	Budget	Modules
✅ app	24.21 MiB (no change)	report-only	5516

Largest modules in the app closure

Module	Size
css ./node_modules/.pnpm/css-loader@5.2.7_webpack@5.101.3/node_modules/css-loader/dist/cjs.js??ruleSet[1].rules[8].oneOf[1].use[1]!./node_modules/.pnpm/postcss-loader@4.3.0_postcss@8.5.6_webpack@5.101.3/node_modules/postcss-loader/dist/cjs.js??ruleSet[1].rules[8].oneOf[1].use[2]!./src/styles/global.css	708.0 KiB
./src/components/Stickers/Stickers.tsx	696.4 KiB
./.cache/caches/gatsby-plugin-mdx/mdx-scopes-dir/31a094f140f119e73085d847ae81b99b.js + 2 modules	581.7 KiB
./node_modules/.pnpm/@radix-ui+react-icons@1.3.2_react@18.3.1/node_modules/@radix-ui/react-icons/dist/react-icons.esm.js	481.4 KiB
./node_modules/.pnpm/@codemirror+view@6.38.2/node_modules/@codemirror/view/dist/index.js	458.1 KiB
./node_modules/.pnpm/rehype-raw@7.0.0/node_modules/rehype-raw/lib/index.js + 29 modules	395.1 KiB
./node_modules/.pnpm/@posthog+icons@0.36.6_react-dom@18.3.1_react@18.3.1__react@18.3.1/node_modules/@posthog/icons/dist/posthog-icons.cjs.js	364.8 KiB
./node_modules/.pnpm/@posthog+icons@0.36.6_react-dom@18.3.1_react@18.3.1__react@18.3.1/node_modules/@posthog/icons/dist/posthog-icons.es.js	354.8 KiB
./src/hooks/useCustomers.tsx + 54 modules	353.9 KiB
./node_modules/.pnpm/react-markdown@8.0.7_@types+react@16.14.66_react@18.3.1/node_modules/react-markdown/lib/react-markdown.js + 88 modules	351.4 KiB
./node_modules/.pnpm/cloudinary-core@2.14.0_lodash@4.17.21/node_modules/cloudinary-core/cloudinary-core.js	281.9 KiB
./src/components/ProductComparisonTable/index.tsx + 116 modules	267.6 KiB
./node_modules/.pnpm/@codesandbox+sandpack-react@2.20.0_react-dom@18.3.1_react@18.3.1__react@18.3.1/node_modules/@codesandbox/sandpack-react/dist/index.mjs	266.6 KiB
./node_modules/.pnpm/d3@7.9.0/node_modules/d3/src/index.js + 208 modules	247.4 KiB
./src/components/Pricing/PricingSlider/Slider.tsx + 87 modules	239.9 KiB

---

Eager-graph budgets are report-only until a baseline is established. Sizes are gzip of public/**/*.js; eager size is webpack module source bytes.

[phildelgobbo]

Just want to be clear about this (as its been discussed before):

• For the annual customers, is the usage-based MRR pre or post discount? I believe its post-discount, but it might be good to call that out explicitly.
• For refunds/credits applied after invoice, I believe the NRR is also adjusted, might be good to call that out too

[bendbradley]

In line with what we discussed