Can be rewarding for some, not most
Pros
Amazing teammates Beautiful Office in great location Opportunity to learn cybersecurity without experience Clear and achievable promotion track Working for a reputable and known organization in the industry
Cons
In my opinion and experience, the role will push you to your limits. They will demand a lot, such as a large book of business (20+ customers for some), and have an expectation to travel and get in person with all of them - typically twice a year. The role, like much of the organization, is highly reactive. Routine requests to technical teams can take weeks or even months due to ongoing backlogs. To get timely results for your customers, you often need to escalate up the leadership chain, forcing already overextended teams to drop other work and respond. While escalation is a normal part of many companies, relying on it as a common way to deliver customer value suggests deeper issues. Leadership varies: some are supportive and understanding, while others manage more through pressure than coaching. As an example, leaving at 5 pm isn’t against any policy, but it can draw attention and raise questions about your dedication. Due to the very high turnover, new CSMs will often be introduced to customers well before they’ve finished training. This often results in a trial by fire onboarding experience. There is also a disconnect between sales and post-sales teams. Sales sometimes will present an optimistic vision to customers that doesn't align with the delivery challenges mentioned above, creating friction and dissatisfaction after onboarding. Some individuals do find success in the role, but they are the exception. High turnover, even among strong performers, points to a disconnect between expectations and support. The role can offer valuable experience, but long-term sustainability remains a challenge the organization has yet to solve.
