Reputation reviews

Product reliability nightmare - Half-baked releases with inadequate QA created an impossible situation where CSMs were expected to drive adoption of unstable features, causing constant escalations and deteriorating CX, endless damage control, operational chaos, plummeting CSat scores, spiking churn, and ultimately a significant loss of income for CSMs. Operational chaos - Inadequate knowledge transfer from implementation to post-launch, insufficient technical documentation, setting up support & CS teams for failure. Leadership instability and poor transparency - Constant executive turnover, mysterious layoffs with little or no communication about 'reorgs,' creating a culture of fear and uncertainty. Compensation regression - Upsell commission slashed 66%; churn forgiveness policy cancelled; variable comp restructured so heavily in company's favor that one lost customer took away 30% of the CSM's income. Career stagnation - Promotions dragged out for a year with no explanation; supportive managers fired for speaking out to advocate for their employees. Benefits deterioration - Mid-year change to a new health insurance carrier with downgraded coverage caused financial stress and gaps in care; no 401K matching.

-Weak benefits (no matching 401k, expensive health insurance) -Uncompetitive pay -Little to no recognition -No upward mobility(but always more work and responsibilities) -Hard work and good performance reviews result in more work, not more pay -Top performers and long-time employees are getting poached (due to better pay at competitors) -Executives hire their buddies and ignore others for promotions -Unclear vision (we say one thing then bend to whatever executive leadership, the board, or a customer asks) -High turnover and low average tenure -Continuously moving goalposts (good luck setting achievable goals) -Continuously changing performance review program and laughable performance raises (if any) -Large portion of bonus based on things out of your control -Devolving back into a sell-first, "customer is always right" mentality (desperate for money) -Leadership wants things done fast, cheap, and high-quality but doesn't understand you can't have all three -Leadership and HR talk the talk, but do not walk the walk when it comes to employee satisfaction. No one wants to admit that better pay would have a better effect on morale and satisfaction than any sort of "culture" building would.