KnowBe4 CSM Operations Analyst reviews

Use to be a wonderful company to work for pre-GTM and Vista acquisition. Many cons to consider, stay away! - Compensation plan changes about once a year. The most recent change saw a decreased base salary for CSMs and a convoluted commission structure with little guidance on calculating earnings. Many reps are not hitting quota and leadership has had to institute a safeguard to keep employees from walking away with $0 every month - Account loads for CSMs are unusually high compared to other employers causing severe burnout and inability to be strategic with accounts. Strategic reps shouldn't have 150 accounts, Mid market reps shouldn't have 400 accounts - Company cash pool bonuses have decreased drastically year on year - Limited opportunities for remote employees. - RTO policy has been a burden to employees who moved even slightly away from the office - Products and features are added and released without training - CSMs expected to learn and know 6+ comprehensive products and all of the associated features and nuances of those products - talk about overwhelming!! - Communication between executive leadership and middle management is nonexistent, often putting middle management in a tough position - We are supposedly hitting all-time highs in revenues but many reps are not hitting quotes or seeing the fruits of their labor - Product feedback from customers not taken into consideration, especially in new changes - Constantly told "things will get better, just wait a few more months"

I had heard great things about KnowBe4 and was excited to finally take the jump and become a CSM. Unfortunately, I quickly found out it's smoke and mirrors. While every other role seems to still be enjoying their work here, CSMs are extremely overworked, and underpaid, morale is suffering, and it feels like there is no light at the end of the tunnel. Drastically overworked - We have been tasked with taking on almost triple the workload since going through a "restructure." We have so many tasks and busy work that we can hardly manage to provide proper customer service. Before we can even finish one task, we are pushed with another and another. Since starting this job, I have personally struggled mentally day-to-day. Being a CSM does not provide a work-life balance. I was thankful for the unlimited PTO for needed appointments until I was told to limit my requests. Now, I worry about asking for time off to see my doctors. No Recognition and unrealistic expectations - There is no individual recognition here. We are told daily we are the best, but it now feels like we are all being gaslit. After hearing we are the best, we get denied the cost of living adjustments to our pay because we get bonuses, which we don't even hit sometimes, or only get a small amount—not enough to make a difference in bills. All while we hear higher-ups flaunt their success. Limited Career Path - There is also no room for growth. After the restructuring, we lost an entire level of management. The new career path is unclear. We also don't have access to reports anymore to do our daily tasks. Why the secrecy? Our commission structure is also unclear. KnowBe4 harps on culture. Well, for CSMs, that company culture is suffering. Something needs to change, and it needs to change sooner rather than later.