Strong market fit, but operational foundations were not ready for scale - Recensione dipendente - Dipendente anonimo presso Semperis

I joined as a Senior CSM to manage strategic enterprise accounts in the region. After the departure of a team member without backfill, my book of business eventually expanded to 56 accounts across all tiers while hiring was delayed and the overall infrastructure did not keep up. Core tooling was significantly behind scale-up standards: no unified NRR tracking, no dedicated CS platform, and no automation for administrative workflows such as licensing or version control. Combined with inconsistent cross-functional alignment, these gaps made it difficult to deliver enterprise-level outcomes in a scalable, repeatable way.