Pros
Remote, coworkers, enablement resources, health benefits.
Cons
Being customer facing is ROUGH right now as you’re not specific to an industry or product mix and the product has endlessly changed and confused customers. Constant changing and competing priorities- and I get we need to be adaptable, but this is next level (your inbox will be flooded with direction shifts and urgent internal requests), not enough time to upskill and be strategic because you’re always jumping from one call or escalation to the next. NO relief to take PTO, you still have to hit the same amount of calls per month and other metrics with the expectation that you make up for it when you’re in office; therefore no actual burnout relief and the metrics are already a stretch. You’re the dumping ground for everything that relates to your customers (although tech support is very helpful, but oftentimes customers just want to work through their CSM). Underpaid compared to the market and overworked. And there’s no empathy from anyone about it. My advice would NOT to join this company as a new CSM if there are other options.