Strong company and talent, but leadership inconsistency shifted the experience significantly
Pros
Competitive benefits • Unlimited PTO policy • Strong, talented, and hardworking team across the company • Opportunities for growth, recognition, and involvement in initiatives for high performers • Product with strong market potential
Cons
Inconsistent application of performance standards and expectations across team members • Frequent shifts in priorities without clear written alignment • Limited transparency around how QA scoring, activity metrics, and performance evaluations are measured • Heavy workload balancing multiple responsibilities (CSM + support + retention + operations) • Role leans more toward high-volume support than traditional Customer Success • Internal tools and systems created ongoing operational friction very manual work • Lack of clear escalation path outside of direct management when concerns arise • Noticeable turnover following leadership changes
