I would only recommend working here if you REALLY love the products. If you aren't interested in tech I would not join. They brought our team in telling us we would only support one product, and now they are restructuring so that CSMs will have to know the full product line. This is going to cause problems in terms of workload.
Other cons - very cliquey culture. If you don't love going out drinking you won't have anything to talk about with the other CSMs. There are very clearly "favorites" within the customer success organization and if you try to ask questions or bring up new ideas you get shut down. If you are innovative and want to try to change things for the better, ironically this is not a place for you. They seem to really prioritize "yes men" who don't question anything. Nepotism is prevalent.
The onboarding process was really hyped up during the interviews. In reality it ended up being extremely lackluster. Pretty minimal. In the few short months that I was there, priorities frequently changed. Communication is terrible. New initiatives or changes would be rolled out but then the CSM team would be told to "keep it on the downlow" because they weren't sure how things would play out. One time during covid they tried to organize an in-person, multi-day workshop and they wouldn't give us an agenda until the day before. Pretty difficult for people who have kids. I would constantly think to myself "it should not be this hard" but so many projects and meetings were like pulling teeth. I would be told that my work was perfect and then the next day get told to redo the whole thing with no explanation. If you need additional support, good luck talking to an actual person. The new initiative is a knowledge database, and if you have questions you are expected to basically go google it in the knowledge database. There is very little support after a few months. I have had colleagues who had genuine questions from customers and were told to by management "go search the PTC ecosystem" instead of actually helping their employees. Most of the work we were given was just busywork. If you want to make an actual impact with your customers or your team, I would look elsewhere.
Lots of people are leaving. Since summer 2021 a lot of senior employees have left, and then they laid off 1/3 of their brand-new customer success team without warning.
