The role is vastly underscoped for what’s actually expected of you. As a CSM you’re managing 15-18+ enterprise clients across dozens of countries while simultaneously owning HR queries, payroll escalations, collections, payments, IT issues, and internal stakeholder management with no clear boundaries on where your responsibility ends. Expect 50-60 hour weeks as the norm, not the exception.
Unspoken expectations are a defining feature of this culture. Availability outside business hours is assumed but never formally stated, and clients are expected in some cases to have direct access to CSMs with no cellphone stipend or personal boundary policy in place. If you have children or any commitments outside of work, think carefully before accepting this role.
KPIs are attainable, but don’t expect hitting them to be enough. Management will still be breathing down your neck regardless of performance. If your approach to a problem doesn’t mirror how they would have done it, expect to be told you’re doing it wrong, regardless of outcome.
Leadership lacks transparency and consistency. Processes shift every few months with little communication, and navigating internal ownership is an ongoing exercise in circles. It’s common to spend days or weeks just identifying which team handles what.
The head of CS operates with a command-and-control style that permeates the entire organization. It creates an environment where fear replaces clarity, and where asking for time off or setting basic boundaries feels like a risk.
This role has real potential and the product is interesting and the space is growing. But the human cost is unsustainable. A profit machine that treats their employees and clients alike - as collateral.
