This special live roundtable replay takes on one of the most debated questions in Customer Success: Should CSMs carry a quota?

Host Alyssa Nolte is joined by three powerhouse guests – Rob Durant, Rob Zambito, and Brooke Foley – for a candid, unscripted conversation that brings together perspectives from sales, CS leadership, and marketing strategy. No brands. No sponsors. Just honest talk about what works, what doesn’t, and what the future of CS could look like.

Why listen? Because whether you lead a CS team, work directly with customers, or partner with CS from another department, this conversation will help you think differently about how commercial responsibility is defined, measured, and rewarded. You’ll hear real examples, conflicting viewpoints, and practical advice you can take back to your own organization.

3 Key Takeaways:

• Why “carrying a quota” means different things in different companies – and why that definition matters.
• How to balance customer relationships with measurable commercial outcomes without killing trust.
• When tying CS compensation to revenue can help – and when it can backfire.

Wherever you stand on the quota question, you’ll walk away with new ways to think about aligning your CS strategy with the business’s bottom line.