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      Lead Forensics

      Engaged employer

      Lead Forensics reviews

      Bait & Switch - AVOID! - Customer Success Manager (CSM) Lead Forensics Employee Review

      1.0
      Jun 15, 2026
      Customer success manager (csm)
      Recommend
      CEO approval
      Business outlook

      Pros

      - Can't think of one thing other than they are always hiring due to high turnover so if you are desperate, this is a mediocre placeholder while you look for another job. They hire anyone- not very selective.

      Cons

      - High turnover. 6 people resigned over a span of 2 months with a few more following suit afterwards. More to resign, I'm sure. - LOW pay, 65k base, don't count on commission - a lot of clients do not renew which determines your commission - Work hours are from 7 AM to 4 PM with 30 min lunch break aka you're working 8.5 hours days/42.5 hour weeks, making your hourly base rate before tax of only $29.41. - If you're lucky enough to be one of the few that receives commission and has a client renew, you will only see this after 1 year and a few months (After your client's first renewal is when you see commission) - You are expected to hit monthly/quarterly sales quotas BUT if you do not have any renewals during that time, you are not paid for hitting quota. - This is more of a sales role, be prepared to cold call and get hung up on daily. Apply elsewhere if you are looking for an Account Manager/Success Manager role. - Zero accountability from some of the leadership team in the Scottsdale office and pulls you in a million different directions due to not knowing how to do their job. Very quick to throw you under the bus to hide their cluelessness. - Don't trust what is said during the hiring process. They hype up the company so much so they are completely lying to you about the job and the company culture. - Expect the bare minimum from the company - they do not provide any work perks. Be sure to bring your own pens and paper as they don't even provide that. - High cost health insurance. - Zero company paid outings unless leadership is in town from the UK. If you still plan to interview here after this, be sure to ask a lot of questions to gain a full understanding of the company culture, health insurance, commission and expectations.

      avatar
      Lead Forensics Response
      7h
      Thanks for taking the time to share your feedback, we really appreciate it, even when it’s tough to hear and we’re sorry to hear your experience didn’t live up to the standards and expectations we set as a business. We’ve recently brought in a new Head of US Customer Success, and we’re already seeing some enhancements in culture, accountability, and how the team is supported day-to-day. We also recently held our annual eNPS and achieved a +45 score with over 78% of the business taking part, this is why its tough to hear your experience hasnt aligned to what we have built for our teams. I am happy to share time to hear more about your feedback if you are willing to give it. Josh, CPO

      Explore other reviews about Lead Forensics

      5.0
      Apr 21, 2026
      Customer success manager
      Recommend
      CEO approval
      Business outlook

      Pros

      Great team and training is really in depth especially for someone new to SaaS.

      Cons

      Office is a bit cramped but this is being addressed and moving to a better location

      avatar
      Lead Forensics Response
      1mo
      Thank you for the feedback and for your continued commitment to Lead Forensics, 3 years tenure and counting! It’s great to hear such positive comments about the team and the depth of training, particularly for those new to SaaS, CS have their own dedicated L&D team to help everyone hit the ground running and find success. We have heard the feedback on office space, especially as we have grown over recent years! A new location is already being looked into as part of our next phase of growth. Thanks you, Tom CCO
      1.0
      Apr 14, 2026
      Customer success manager
      Recommend
      CEO approval
      Business outlook

      Pros

      The people are the highlight. The Scottsdale office is filled with great colleagues, and the team environment is one of the few consistently positive aspects of the role.

      Cons

      There is a heavy level of micromanagement and an overwhelming focus on KPIs, often exceeding what is expected of sales roles. Targets are frequently increased to levels that feel unrealistic, and missing them can quickly lead to being placed on a PIP. Compensation is low and feels closer to entry level, especially given the expectations. There is no 401(k) match, and benefits overall are fairly average. Promotions can be difficult to achieve and are often delayed, which is challenging when base pay is already low. The product itself feels outdated, and success is heavily dependent on the client’s internal sales performance, which is outside of your control. This can make it difficult to consistently deliver results despite strong effort. There is also limited opportunity for career progression outside of Sales and Customer Success. Development tends to take a back seat to hitting numbers, and broader career paths within the company are not clearly defined. The office environment is another drawback. The open floor plan is crowded, with employees working closely together on headsets, which can make it difficult to focus. Turnover has been noticeably high, with many employees leaving recently due to the pressure and expectations.

      1
      avatar
      Lead Forensics Response
      2mo
      Thank you for your review, it’s always good to get feedback, good or bad. I’ll work through your comments: 1/ Totally agree, the Scottsdale office culture and team are great. 2/ Micromanagement and KPIs: we do have KPIs, as knowing what you need to do to move the needle is really important. This actually got me thinking about how many a CSM has, so I worked it out, there are 6 key KPIs ranging from retention through to activity and growth. 3/ Targets: we don’t increase targets mid year. Everyone’s target is set at the start of the year. If you take on new accounts mid year or the makeup of your account base changes, targets might adjust, but that’s because you have a different mix of business than when your original target was set. Also, in my time as CCO, we’ve only rolled out one PIP in the Scottsdale office. 4/ Compensation: we are always reviewing this and aim to stay competitive. We are a privately owned, stable business, which brings job security and benefits that we believe are appropriate. 5/ Promotions: these aren’t difficult to achieve as stated in your review. You need to hit target for a six month period and then you’re promoted, gaining a $5,000 increase. Most CSMs achieve at least one promotion per year. 6/ Product: we have a solid product roadmap and are always aiming to stay ahead. While we can always improve and move faster, we have 5,000 very happy customers, feel free to check out G2, Capterra etc for reviews. 7/ Progression: this comes up a lot in interviews, and I give the same answer, there are three routes: stay as an individual contributor become a leader move into a different department In the last six months, we’ve had a CSM move to Sales, a salesperson move to CS, and around 12 months ago, our top CSM moved into Product. 8/ Office: We have outgrown the current one and from June 1, 2026, we’ll be relocating to a new Scottsdale office, which is one of the best facilities in the area. Thank you, Tom CCO
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