CSMs: Avoid at all cost
Pros
As a CSM at Gartner you will have access to top notch research and analysts.
Cons
The Customer Success organisation is lead by people who have 0 interest in people wellbeing. Besides, most of them have been in a leadership position at Gartner for more than 10 years so they are more like a part of a cult than leaders. Associates cannot ask questions, challenge leaders (or the sales team), there is no personalisation as the push all the employees to fit into a box and obey blindly. New priorities are added every year and the CSM gets flooded with intangible metrics (when I left there were more than 10). Promotions are given to the favourites and double standards are clearly seen. Gartner have the best advices to companies on how to retain talents however, they do not apply any of these advices internally.. Maybe the C-level should have a Gartner membership.... COVID? No focus on the mental well-being of the employee... Quite the opposite: more metrics were added: "Push contract reviews at all cost!"
