Pros
The pay was very competitive, and bonuses were a nice added incentive. Also, my role was fully remote, which offered a lot of flexibility, and pay was always on time. The Customer Success leadership team was genuinely supportive, and my teammates were always willing to jump in and help whenever I had questions. There were company retreats that fostered team collaboration and closeness.
Cons
As a CSM, I expected to manage a portfolio of clients and build ongoing relationships. Instead, most of my time was spent providing Zoom or phone support to random customers, which felt more like a call center role than a true CSM position. Since clients were assigned at random, there was very little consistency, I could finish a call with someone and never speak to them again, which made it hard to build any real rapport.
The platform itself is also quite complex, and the training didn’t fully prepare me for the types of questions clients were asking in the first few weeks. I often found myself on live calls being asked about features or workflows I hadn’t been trained on or received very little training on, which was stressful and made it hard to come across as confident or knowledgeable. I think it was how the training was designed instead of the fault of the trainer, who was very knowledgeable and nice.
Also, some of the executive leaders felt a bit out of touch with certain comments they made. Also, there were instances where leaders would call out individuals publicly in company-wide Slack channels, which created a tense atmosphere and didn’t feel particularly supportive or constructive. Another thing that didn’t sit well with me was the expectation to use our personal LinkedIn profiles to promote the company. While I understand the value of employee advocacy, it felt more like a requirement than a choice, and it blurred the line between personal and professional boundaries in a way that didn’t feel entirely comfortable.
