Pros
- Highly capable individual contributors who bring strong ownership, professionalism, and a genuine drive for excellence in their work. -Competitive and employee-friendly benefits, including fully covered health insurance, flexible/unlimited PTO, volunteer opportunities, and a culture that emphasizes trust and flexibility. - Meaningful opportunities to learn new skills and take on expanded responsibilities, particularly for those who are proactive and eager to grow. - Remote-first environment that supports focused work and flexibility while still encouraging collaboration. - A supportive and approachable HR team that consistently leads with empathy, fairness, and care for employees. - Thoughtful adoption of AI and automation tools to improve productivity and reduce manual effort across teams.
Cons
- Recent executive leadership changes have shifted organizational priorities, with less consistent focus on customer experience and customer advocacy than in the past. - While “customer love” is frequently emphasized in messaging, customer feedback and frontline insights are not always reflected in leadership decisions or prioritization. - Customer Success Managers are responsible for very large portfolios (often 120+ customers), which makes it difficult to deliver consistently high-touch, strategic service. - Distributed global teams can create time zone and coordination challenges that slow decision-making and issue resolution. - Bill CAPture continues to present data quality challenges that materially impact customer operations. Errors can disrupt billing accuracy, delay payments, and in some cases contribute to service interruptions, which has been a major source of customer frustration. - Communication gaps exist internally; in some cases, customers have been informed of product direction or roadmaps before employees were fully briefed. - Frequent reorganizations have created uncertainty around ownership, accountability, and escalation paths. - Knowledge loss from the departure of tenured employees has made onboarding and ramp-up more difficult for newer team members. - Additional responsibilities are often assigned without corresponding updates to role scope, title, or compensation. - Customer Success teams lack sufficient self-service tools and internal access, requiring frequent reliance on other business units and slowing resolution of urgent customer issues. - As a result of these factors, the CSM role has become increasingly reactive, limiting the ability to engage customers strategically around long-term energy and sustainability outcomes and shifting the role closer to Support rather than its original advisory intent.