Commissions not being paid on time because "Someone left the business."
Compensation plans not being delivered until a quarter of the way through the fiscal year.
Sales targets are increased by 10-20% over last year with less ability to meet them.
Senior management never has answers for direct questions and is not genuine or forthcoming with what's really happening from top down decision making.
Same Senior Management has been promoted for the team's performance, but creates negative culture putting extreme pressure on FLMs that is then transferred to FLM to CSM relationships.
There is a palpable distrust and dislike for senior management throughout the org and cross-functional teams. This makes it difficult for any other team to want to work or support the Commercial CSM org.
Crying, confusion, discomfort and overall uneasiness ripples throughout the entire org regularly.
Feedback is rarely asked for, and when received goes no where.
Renewal team operated without a manager for almost 12 months
Layers of middle management have been added.
Constantly changing and broken quoting tool.
Accounts have changed hands multiple times, which is well known as a major complaint from customers as to why they leave Marketo.
CSMs are the catch all for almost everything related to current customers, where more responsibility is added but compensation is not raised.
Asking to utilize your unlimited PTO is only approved based on your performance.
Favoritism from FLMs to their favorite CSM friends.
No on-boarding or mentoring for new CSMs when they join the org.
No known promotion track for CSMs.
Overall lack of diversity on the team with only two POC in the entire org.
Competitors are catching up with Marketo in regards to pricing and functionality which is making the CSMs ability to renew or expand customer much harder.
Customers are expected to spend 8% more per year with almost no additional functionality added to their subscription.
Auto-renewal language added to contracts as sneaky way to make them stay with the company.
Product reliability has been viewed from customer perspective as going downhill.
Forcing customers to purchase Professional Services to get basic help utilizing the product.
Non-existent training on Marketo product itself.
CSMs are expected to "learn as they go" while being the trusted adviser for the customers marketing decision making.
