CSM's at ServiceTitan are underpaid compared to the rest of the industry. When you take the overbearing workload into account, it's almost disrespectful. It doesn’t help that recruiters constantly reach out on LinkedIn with opportunities paying significantly more (seriously, 50-80% more). Since the software is a very customizable all-in-one software, a huge learning curve exists and sets you back unless you work late into the night every night. Even though you work 50-60 hours every week for months on end to stay afloat, updates and new features get pumped out at breakneck speed. You constantly feel like you’re trapped and drowning as you try to juggle managing your demanding accounts and actually understanding the product.
Turnover is high in the department and is only getting worse because when one CSM leaves, their book of business gets distributed to others who are already at or beyond capacity, making the cycle repeat faster and faster. You may think that at least you’ll get promoted if you continue pulling the excess weight and meeting your goals, but unfortunately in the last week of January everyone was told that you now have to be in your role for at least 1 year to be considered for promotion - not to move to a different department, but just to receive a promotion. Many CSM’s who were expecting to be promoted to Sr. CSM at the end of January now have to wait until the next review cycle in August. For context, a lot of these CSM’s are at the 9-11 month mark, and previously it was common to be promoted to Sr. CSM if you were at 7-9 months when a review cycle came around.
They say they care about work-life balance, but they took monthly recharge days away from the Success department in the fall when the department was struggling (and still is) with turnover and accounts being rushed through onboarding. We have unlimited PTO, and yet I know teammates who were asked (told) to deal with clients during holidays and PTO. Plus, taking PTO means putting out fires when you get back because nobody has bandwidth to take care of your accounts while you're gone.
It's also sad that CSM's no longer get Postmates/Uber Eats/etc. gift cards in the last week of the quarter to show appreciation and keep morale strong through the end of the quarter. On a similar note, this year's Christmas gift fell short - like others have mentioned, we received construction hats, step-ladders, and even those cheap promotional plastic sunglasses you see handed out for free at booths that couldn't have cost more than $0.50 each. I understand the theme, but all of it was junk or items that people would have already owned.
Finally, the unprofessionalism from upper leadership is appalling. They will do an @here in large Slack channels to publicly patronize a team, and when called out and proven wrong about their claims, will never acknowledge or apologize for their actions. You won't see any other leaders acknowledge the situation either. Shocking, really.
