DefenseStorm

Customer Success Undermined - Recensione dipendente - Dipendente anonimo presso DefenseStorm

2,0

11 mag 2025

Dipendente anonimo

Consiglia

Gradimento del CEO

Pronostico commerciale

Vantaggi

I had the opportunity to work as a Customer Success Manager in the banking sector, which is a unique and interesting industry. Gaining experience in this specialized area was a valuable aspect of the role.

Svantaggi

My primary concern was with the direction and leadership of the Customer Success department. Under the Chief Customer Officer, the CSM's role fundamentally changed from traditional customer advocacy and support to a heavy emphasis on sales functions. As a certified Customer Success Professional with over two decades of experience, this shift felt like a 'bait and switch' from the role I was hired for and understood Customer Success to be. The distinct and critical functions of proactive customer support and relationship management became overshadowed by sales objectives, which, in my professional opinion, is not true Customer Success.

Risposta di DefenseStorm

11mo

Thank you for taking the time to share your perspective. We’re glad to hear that you found value in working within the banking sector and that the industry experience was meaningful to you. We do our best to make sure our job descriptions reflect the responsibilities and direction of each role, especially as our company grows and evolves. That’s why it’s so important to read the job description closely and have open conversations with the hiring manager during the interview process. Making sure there’s a clear understanding on both sides helps avoid surprises and sets everyone up for success. We appreciate the time you spent with us and wish you all the best in your next opportunity.

Customer Success Undermined - Recensione dipendente - Dipendente anonimo presso DefenseStorm

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