So - where did it go so wrong? Not listening for a start. This used to be the most incredible role and company. As another reviewer stated earlier, where customers used to be the primary focus, that has changed and new mentality of management would appear to be 'get as much out of customers as we can'. Internal meetings are all about expansion, rather than keeping existing customers happy.
Customers are not stupid - CSMs talk to them on a daily basis (when not fighting fires). If you don't look after your customers by providing what they actually want (and service level they signed up to) they will go elsewhere, and this has started. Cancellations are now commonplace where this used to be exceptional.
Slashing of Dev staff and investment of the key product is counterproductive.
There may be a formal response to this note. Yes, Diligent wants to grow and therefore some changes were needed. However the internal and external repercussions of poor decisions made by some at senior level were very damaging and totally foreseeable/preventable if only those people had taken the time to listen to advice.
Non- existent career progression in regions outside USA.