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.
