PagerDuty used to be a great place to work until new leadership came and took over customer-facing teams (sales, success, etc). New leadership promised all CSMs leveling meetings, but ended up firing over 6 CSMs without even meeting with them or getting to know them, some of which were top performers and loved by their customers. Since that leadership came in, attrition rates are through the roof, ENT Success has seen over 200% attrition in a year, with most people only lasting 6 months. These teams have tried to share what is wrong with the department and exec leadership chalks it up to being "bad-culture fits." Metrics in customer success are only looked at from a team-level. Because they never look at individual performance metrics, the people who are the loudest and brag about themselves (even if they don't perform well), get promotions and opportunities handed to them. PagerDuty's Customer Success org has a lot of questionable inequities, particularly related to gender. Women are brought in at lower titles & pay despite having more experience and outperforming their male counterparts. Overall, Customer Success is horribly mismanaged and I would not work for that department.
