Avoid CS - chaotic and outdated CS organization - Anonymous employee Oversight Systems Employee Review

The Customer Success (CS) organization is highly disorganized and overly complex, making day-to-day work frustrating. Leadership within CS lacks direction and effectiveness, contributing to confusion and low team morale. There has been high turnover on the CS team, with more than five Customer Success Managers leaving in under a year. Constructive feedback has reportedly been shared over a period of two+ years, with little to no meaningful improvement. Several employees have experienced early burnout or disengagement due to the work environment. Broader organizational challenges across multiple departments make client-facing roles particularly difficult. The product feels outdated, with a slow development cycle and significant competition in the market. Long-standing leadership has not evolved with modern CS practices, resulting in limited innovation and strategic progress.