The "Unlimited PTO" Trap: While the company advertises unlimited PTO, it is impossible to take without penalty. If you take time off, you are still strictly required to make up every single call you missed while you were gone to hit your monthly metrics.
Declining Direction & High Turnover: The company has faced a very rough year and is heading in the wrong direction. Morale is incredibly low, and talent is actively draining from the organization—several people are resigning entirely, going on medical leave due to stress, or desperately trying to transfer to different internal teams.
Unrealistic, Extreme CSM Metrics: Customer Success Managers are being pushed to the brink by unattainable, rigid KPIs. The role has shifted from strategic relationship management to a high-volume, transactional grind. Current monthly expectations include:
80 calls per month
76% connected call rate for low-usage accounts
50% engagement rate required for at-risk accounts
Stagnant Compensation: Despite the extreme increase in workload, micromanagement, and pressure, the annual raise for CSMs this year was under 2%, which fails to align with basic cost-of-living adjustments.
