Where do I begin?
To start, this role, Customer Success Manager, should really be called customer support. Unless you’re an MBA hire, good luck getting your customers to want to discuss anything other than their support issues. Don’t think because “I came from I banking/consulting that this won’t be the situation for me”: trust me, we all came from that same background and this is how the job works.
You are the bearer of bad news for all things related to your customer This is a job where there are literal unsolvable problems and it is the Customer Success Managers job to tell the customer that not only is their problem legitimate, but that there is no way to solve it without them spending money. Qualtrics refuses to move the extra inch to see if they can help their customers spending hundreds of thousands of dollars a year. If the company isn’t a “cool” brand, good luck finding any additional resources.
This job is all about how much more you can sell. Each quarter you are required to expand your book of business by X dollars (different per level). It’s almost the same amount as an AE without the perk of commission and the expectation to be a strategic partner (aka support rep) with your customers. You could be the most strategic, phenomenal CSM at Qualtrics and get average ratings if you don’t sell.
You work with very new/low-level support reps who refuse to help you or the customer and make the job just about impossible to accomplish.
While they may say they are always willing to help, I have found minimal support from my manager and they don’t seem to care about their people at all more than on a friend-to-friend level.
Also, the pay is average at best. They boast about the low cost of living, but really PROVO has a low cost of living. If you want to be in a non-LDS area, it’s a very high cost of living (plus an hour+ commute to the office).
Lastly, it’s very much so a culture of get on board or get out from the C-suite. Make sure you’re ready for some brainwashy comments when you accept your offer.
