High-quality talent with room for improvement in leadership and support
Pros
The strongest positive aspect of my experience was the internal team—particularly the SEO and Paid Media teams. Saying goodbye to those colleagues was the most difficult part of my transition. The collaboration, talent, and support within those teams made the work meaningful and rewarding. If it were not for the consistent burnout experienced within the CSM role, I would have remained in the position or with the company, as the people themselves made the job fulfilling. I had to make the decision to leave for my mental and physical well being. The strategists across both SEO and Paid Media were exceptional. They were knowledgeable, collaborative, and deeply invested in client success. Building strong working relationships required mutual communication and respect, and once established, their partnership was invaluable. The senior management support within those departments further enabled the teams to perform at a high level. RYNO has an incredibly talented organization with strong potential. However, CSMs serve as the face of the business, and without sufficient leadership support in that role, it becomes difficult for strategists to fully succeed and shine. With stronger alignment and support across leadership, the company has the opportunity to thrive. Meaningful change will be necessary to fully realize that potential.
Cons
From a client success standpoint, the primary challenge was senior leadership support. There was a lack of adequate support when managing complex or high-pressure client situations, while significant emphasis was placed on meeting KPIs—even in circumstances where performance was not the root issue. During particularly stressful periods, this contributed to burnout, as there was limited proactive outreach from leadership to understand challenges or identify ways to better support CSMs. It is also important to acknowledge that experiences varied across the team; however, support and treatment were not always consistent or equitable. The impact on my mental and physical health was significant. 2025 was the most challenging year for me professionally. I genuinely loved my role and my clients—they were the primary reason I stayed as long as I did. However, without strong internal team support, burnout became unavoidable. I was consistently working late into the evenings, struggling to maintain healthy routines, and did not feel there was sufficient time in the day to manage expectations sustainably. While leadership often expressed support verbally, there was a disconnect in follow-through, particularly when balancing client demands with employee well-being. Over time, prioritizing clients without adequately supporting employees created an unsustainable environment that ultimately impacted morale, retention, and overall effectiveness.
