Success depends on the manager of the team you get assigned to - Chaotic and inconsistent leadership - Customer Success Manager (CSM) athenahealth Employee Review

There is no uniformity at all between teams in Small Group and expectations for CSMs. Some managers are amazing and it is shocking that others are even employed at all. The Specialist Team managers are fantastic and make it clear that they are rooting for you and will do whatever they can to help you grow in your role. The Associate Level managers are another story. The turnover rate among the associate level is high - especially for a couple specific teams with particularly unhelpful and under qualified managers. These concerns have been repeatedly highlighted to HR and Leadership Team and the unwarranted turnover has continued with no repercussions for these managers. The leader that you are assigned to in this role is critical to your success at the company. It's incredibly frustrating that your success in this role can be dependent on which team you happen to be assigned to vs. individual knowledge and success. Overall lacking transparency from leadership. Cross-functional collaboration internally is not great. It is very difficult to get team members from other departments (support, coaching, onboarding, etc.) to communicate with clients directly at all which ends up creating a very disorganized experience for clients that are forced to run in circles to get assistance. CSMs are criminally underpaid for their day to day responsibilities. On average, other companies salary range for CSMs is around $100,000+/year. At Athena, your starting salary as a Specialist is around $50,000 and at the Associate Level, only about $60-70,000/year. Many CSMs stay at the Associate Level for years even when it's evident that they should be promoted to the Senior Level. The salary significantly increases from Associate to Senior Associate and it's clear that they will avoid promotions longer than warranted based on that fact.