Pros
- Interesting technology
- Get to work with some extremely bright individuals. The CS team is full of excellent people
- Leadership changes in the last year have given a massive quality of life improvement. Georges is a fantastic VP who cares about his team
- Much like any job, make sure to do your due diligence in the department you'll be working in and the leader you're working for/with. Customer Success has turned it around in the last year and I would comfortably recommend working here (if you have a solid work-ethic), but cannot say the same about other departments like Engineering / Product.
Cons
- Crazy workload, especially during the end of quarter. Most mid-market CSM's have 120+ accounts, some enterprise CSM's have ~80-90 accounts in their book
- CSM's operate in a gray area at Abnormal, meaning, we're not comp'd / responsible for upsell/cross sell, and we have renewals managers who handle the quoting/PO process. On the other hand, we're not Technical CSM's so we also need to pull in Product/Support for more technical conversations.
- Non-transparent and stubborn leadership on the Engineering side of the house has made it tough on CS. Constantly changing roadmaps, half-baked products (or quarter-baked) that we are trying to charge for but don't work or provide any value, and aggressively defending the product when we try to give customer feedback on how to improve.
