Product reliability nightmare - Half-baked releases with inadequate QA created an impossible situation where CSMs were expected to drive adoption of unstable features, causing constant escalations and deteriorating CX, endless damage control, operational chaos, plummeting CSat scores, spiking churn, and ultimately a significant loss of income for CSMs.
Operational chaos - Inadequate knowledge transfer from implementation to post-launch, insufficient technical documentation, setting up support & CS teams for failure.
Leadership instability and poor transparency - Constant executive turnover, mysterious layoffs with little or no communication about 'reorgs,' creating a culture of fear and uncertainty.
Compensation regression - Upsell commission slashed 66%; churn forgiveness policy cancelled; variable comp restructured so heavily in company's favor that one lost customer took away 30% of the CSM's income.
Career stagnation - Promotions dragged out for a year with no explanation; supportive managers fired for speaking out to advocate for their employees.
Benefits deterioration - Mid-year change to a new health insurance carrier with downgraded coverage caused financial stress and gaps in care; no 401K matching.
