Pros
Flexible working schedule and remote work if you can hold good boundaries.
Cons
Culture, poor change management, lack of accountability for leadership, truly this job has been a nightmare for the CSM team.
For future CSM prospects: get very clear on the commissions structure. There have been recent changes that make retaining customers extremely challenging and you will need to maintain 98% retention in order to get your full commissions. In Q1 of 2026, only one CSM was able to do that. The recruiter is not in the loop on this, so I would really recommend asking more details of the hiring manager to ensure there is a solution in place to prevent this in the future.