CSM Incentive Plan Summary.docx.pdf

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INCENTIVE
 
PLAN
 
SUMMAR Y
 
–
 
Clien t
 
Success
 
Manag er
 
 
 
 
 
 
 
  
TheK ey
 
Care
 
Experienc e
™
 
and
 
Your
 
2026
 
Incen tive
 
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
™
.
 
CARE Value Compe tency (Beha vior) Wha t This Means Compe tency 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)
 
 The Five Quality Pillars 
Quality
 
is
 
the
 
throughline
 
of
 
how
 
TheKey
 
Care
 
Experience
™
 
is
 
delivered,
 
monitored,
 
and
 
protected
 
every
 
day.
 
 Pillar Match Integrity Care Continuity Communic ation Clarity Proactiv e Monit oring Clien t Deligh t Wha t it means Intentional match aligned on skills, availability , temper amen t, and preferences. Steady schedules and though tful transitions so care doesn’t feel fragmen ted or reactiv e. Anticipa tory, reliable communic ation that’s easy to access; ques tions addr essed early . Early visibility into shifts in needs, fit, or care quality through observation and shar ed tools. Families experience confidence, ease, and trust—TheK ey 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 predict able as needs evolve; context flows smoothly across support ers. Families feel informed; caregivers know wher e to go; escalations are rarer because expect ations are clear . Small shifts are surfaced before service failur es; CEAs support early course correction and learning. Care feels though tful, personal, and responsiv e; advocacy and referrals follow naturally.

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INCENTIVE
 
PLAN
 
SUMMAR Y
 
–
 
Clien t
 
Success
 
Manag er
 
 
 
 
 
 
 
  
Client Success Manager Incentive Plan Details
 
Plan
 
Item 
Value 
Monthly
 
Bonus
 
Target 
$1,000 Eligible Roles Client Success Manager, RN Client Success Manager  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.
 Metric Weigh ting 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.

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INCENTIVE
 
PLAN
 
SUMMAR Y
 
–
 
Clien t
 
Success
 
Manag er
 
 
 
 
 
 
 
  
Clien t Success Manag er Incen tive Plan Metric Payout Tables  
 
Clien t Success Manag er Incen tive Plan Metric Payout Examples