Pros
Decent benefits, work from home, managers supportive of taking PTO, sense of camaraderie because we are all suffering together CSM managers always have their team's back. Even when faced with a raging customer that is upset at a mistake you made, your manager will take your side and help you get through it.
Cons
Poorly run company and tone deaf leadership. Upper management is extraordinarily disconnected from the day to day operations and feelings of front line employees. Benefits and Culture slowly but consistently degrading. No in-person holiday event and a really chintzy company gift. Recharge days phased out (it was brought up as a complaint for months, then they did ONE then never brought it up again). You always need a coworker to cover even for 1 day of PTO so you have to feel guilty taking it and putting someone else in the hole. Serious lack of company culture other than the monthly propaganda they spew at you about how great everything is going. Layoffs were not handled well. Google "ServiceTitan CEO mansion" and you can see what kind of F-U money they're playing with. They're just trying to shift their workforce to cheaper areas since everything is remote. Everything is profit driven so they can IPO and get even more money in their pocket. They even raised prices for all their customers and where did all of that go?? Customer Success department is a mess. Leadership is disorganized and doesn't know up from down. VP is highly unqualified and constantly speaks in generic business analogies without really saying anything of substance. When asked a tough question, he will often beat around the bush, interrupt himself by addressing something from the chat, and end it with "But you are welcome to follow up with me offline at a later time" and then drop another corny business idiom to pivot away from it. Anyone who has been in one of these meetings with him will recognize this sequence. Customers expect a lot for because they pay a premium and CSMs cannot handle the workload, leading to a poor experience for everyone. You have to choose between getting all your work done or working 8 hours per day. Many customers are sold poorly/deceivingly and company is extremely inflexible for their customers. Training and onboarding for customers is poor and incomplete for the complexity of the software and CSMs have to be the ones that suffer from that. Goals constantly change to fit the new metric of the quarter and it doesnt even matter whether you hit it because it will be different in a month or two.