- Lack of clarity from leadership regarding how/when things will improve for CSMs - new CRO/ CCO are expected to turn things around quickly but that will be nearly impossible
-They write books about CS but don't follow any of their own advice - bizarre place to work!
- Constant fire drills from CEO/senior leadership -- lack of trust in CS teams in general. Feels like CS is the scapegoat for "losses/churns". For months, we'd have to randomly join a call with the CEO to talk about top red accounts - then all of a sudden the call went away. Feels sporadic and chaotic.
- Sales team (Account Managers) does not have to show accountability regarding contract renewals. Falls on the CS team to manage renewals
- There are a TON of customer facing events where CS leaders at all levels are expected to join/attend/host customers. It's exhausting on top of your normal day job. I don't see this slowing down as Gainsight is known for their conferences and events.
- There's very little regard for work life balance in general. My manager/directors/VPs did not have any worklife balance so it was understood that I wouldn't have it. I did not have it the entire time I worked at Gainsight and it was one of the key reasons why I chose to leave.
- The last merit cycle was horrendous with a 2% merit increase after scoring a 4/4 in a performance review - absolutely insulting.
- Some CSMs on certain segments are overloaded -this has been an ongoing problem that hasn't been addressed yet by the CCO/senior leadership
