CSM Incentive Plan Summary.docx

TheKey Care Experience™ and Your 2026 Incentive Plan

What is TheKey Care Experience™?

TheKey Care Experience™ is our standard for delivering care that starts strong, stays steady, adapts when needs change, and earns trust by operating as one unified team. Clients and families don’t experience Operations, Sales, or national support teams separately. They experience us as one team.

Core Competencies (Behaviors that drive success)

These behaviors will help you succeed in achieving your goals and delivering TheKey Care Experience™.

The Five Quality Pillars

Quality is the throughline of how TheKey Care Experience™ is delivered, monitored, and protected every day.

Client Success Manager Incentive Plan Details

Our Key Focus in 2026

Profitable Growth: Growing revenue while maintaining a sustainable cost model.

Efficiency: Operating at full capacity with minimal waste, rework, and disruption.

Quality: Consistently delivering TheKey Care Experience™.

Rationale for Client Success Manager Incentive Metrics

The incentive metrics were intentionally selected because they are (1) fully within your control, (2) direct drivers of TheKey Care Experience™, and (3) tightly mapped to our three enterprise priorities for 2026.

Client Success Manager Incentive Plan Metric Payout Tables

Client Success Manager Incentive Plan Metric Payout Examples

CARE Value | Competency (Behavior) | What This Means | Competency Driven Actions

Compassion | Anticipatory Communication | Surfaces risks early to reduce burden and anxiety. Addresses questions before they become concerns, ensuring families and partners feel supported. | Communicate before being asked
Provide context, not just updates
Make it easy for others to stay informed

Adaptability | Adaptive Problem Solving | Takes personal responsibility for outcomes, not just tasks. Asks "If this continues, will it change how our care feels?" and acts to protect the standard. | Respond quickly when circumstances change
Find solutions within constraints
Prioritize what protects the experience

Resourcefulness | Quality Vigilance | Uses sound judgment and creativity to solve problems when the path forward isn't obvious. Adjusts quickly to keep care effective and human. | Notice early warning signs
Raise concerns even when uncomfortable
Prevent small issues from becoming crises

Empathy | Cross-Functional Partnership | Collaborates across teams by seeking to understand the lived experience of colleagues and clients. Ensures seamless handoffs so no one feels "dropped." | Understand others’ constraints and priorities
Share information proactively
Solve problems together (visibility, not blame)

Pillar | Match Integrity | Care Continuity | Communication Clarity | Proactive Monitoring | Client Delight

What it means | Intentional match aligned on skills, availability, temperament, and preferences. | Steady schedules and thoughtful transitions so care doesn’t feel fragmented or reactive. | Anticipatory, reliable communication that’s easy to access; questions addressed early. | Early visibility into shifts in needs, fit, or care quality through observation and shared tools. | Families experience confidence, ease, and trust—TheKey as a steady guide, not just a provider

When it’s done well | Starts feel grounded; early friction is minimal; families sense the caregiver “gets” them. | Care remains stable and predictable as needs evolve; context flows smoothly across supporters. | Families feel informed; caregivers know where to go; escalations are rarer because expectations are clear. | Small shifts are surfaced before service failures; CEAs support early course correction and learning. | Care feels thoughtful, personal, and responsive; advocacy and referrals follow naturally.

Plan Item | Value

Monthly Bonus Target | $1,000

Eligible Roles | Client Success Manager, RN Client Success Manager

Metric | Weighting | Category | Definition | Why it Matters

Quality Starts | 30% | Profitable Growth | # of new Clients who hit $5k in revenue for the first time in the Month | A strong start to care drives client trust, retention, and long-term revenue stability.
Early momentum reduces service disruptions, escalations, and caregiver turnover,
Strong starts reflect effective partnership between sales and operations.
Clients who feel confident early are more likely to expand services and refer others.

Client Hours | 35% | Efficiency | CSM Total Billed Hours for assigned Clients
Total Hours = Your Current Month Hours.   
Growth Hours = Your Current Month Hours minus your Fixed Baseline Hours.  
Baseline Billable Hours used for Growth % is = the Monthly Average of Total Billable Hours for the period Oct 1, 2025 to Dec 31, 2025 (or baseline set by your GM/RDO if new to the position) | Consistent client hours indicate stable care delivery and operational reliability.
Growth in hours reflects client satisfaction, evolving needs being met, and strong relationship management.
Directly correlates to revenue generation.
It reflects the overall health and scale of the client base.

Quality Composite Score (SLAs) - CSM’s individual score | 35% | Quality | CSMs Average Score from the Quality Dashboard, which (as of February 2026) equals the % of Clients for which the CSM has completed 4 separate Activities.  The 4 Activities are 1) Caregiver intro to Client;  2) 24-Hour Check-In;  3) 7-Day Check-In; and 4) 14-Day Check-In  and they are weighted equally in the scoring.
*The quality composite score will expand to include additional client touch points as the year progresses. | Regular client touchpoints ensure concerns are identified early before they escalate
Consistent communication strengthens trust with clients, families and caregivers.
The SLAs create accountability around delivering the expected care experience.