No Upward Mobility - Customer Success Manager (CSM) PaySimple Employee Review

Marketing messaging positions PaySimple as customer-centric and touts award-winning customer service. In the past 18 months they have increased the monthly subscription price 3 times without adding a single new feature or fixing any major bugs. When I interviewed I was sold on an aggressive expansion of the CS department and opportunities to advance within the department quickly if I could stand out. Despite nearly doubling quotas for over a year I still have the same salary and my bonus payout has been reduced twice. I interviewed for an adjacent position in Feb 2022 and was told timing wasn't right so I should sit tight and wait for another chance when the organization had a need for the position. In Feb 2023 I was informed they promoted someone to the position I had been told to wait for despite them never putting up a job post and directly telling me I would be given a chance to interview in 2023. We have been told the CS department is crucial to growth but the size of the team has reduced 30% since I started. I applied to another job internally and was confronted about it in my 1:1 with my manager who told me I was being insubordinate for looking for a new opportunity without directly involving them. We have been notified that the CS department will be evolving by end of 2023 and there could be potential layoffs as the EverCommerce strategy changes. While they provide online learning resources there is no career development pathwork currently in place, despite our CEO and COO announcing one would be implemented by Jan 2023 in Aug 2022. We have run into severe issues with multiple payment processors that have delayed Customer Care response times from a matter of hours to sometimes weeks. As a result the CS department is now becoming more of a support role for the Customer Service hotline.