Leadership places absolutely no value in their Customer Success department and it is not shy to articulate these facts. "Cheap and replaceable" are adjectives that have often been associated with the employees of the CS Department.
Despite the the fact that CSMs have to juggle between 50-80 clients per person, the team has done a fantastic job in going above all insane targets set ( high increases in up-sells and cross-sells and good churn rates)- the leadership has stated during annual meetings that this was JUST OK and sees no reason for promotions, paid extra hours or bigger bonuses.
The above facts have given people in CS a lot of disappointment and heartache as they should be considered a more valuable asset in the company.
There are no development plans for one's career in CS in this company and no real focus in client strategy either.
Unfortunately, despite the skilled team, nobody has time to create a real CS approach and processes to map a client's journey to success.
Toxicity levels rose due to the way leadership is managing people turning them against eachother, mostly creating a decentralized culture where only the Sales Team seems to have some sort of value in the company.
The CS remuneration is an utter joke, deviously positioned by HR as top pay for Luxembourg -making one think that this was the only place someone who doesn't have a financial/ banking background can work. That is not the case anymore as new Saas companies have already marked a presence in Luxembourg.
Since CS in Talkwalker is highly focused on upselling rather than tailoring success for users, perhaps CSMs should also be incentivised with comissions rather than...well, nothing at all.
To add one more argument to why working at TW won't be the best experience, beware of the unsanitary office conditions in that old building.
