CSM or glorified support rep? - Customer Success Manager PatientPop Employee Review

Loved the culture and the people

not alot of growth which is hard

The experience that you will get here is valuable and will translate well into other roles in the industry. You will get to wear many different hats and the opportunity to jump on projects that interest you are always available. The company seems to be doing pretty well despite the pandemic. You will also get to work with so many amazing people who care about their contribution to the company. The managers are all very smart and passionate about PatientPop's mission. You will learn the inner workings of a successful tech start-up.

The organization recently switched to a pod-based account management style, so you don't get your own book of business if you are SMB. CSMs now have to be on call answering phone calls and taking inbound customer inquiries all day. This makes the job feel a lot like support, and with so many CSMs quitting, the workload gets more demanding. Every day feels like a sprint, which is mentally draining. The staff and the customers disapprove of pod-based account management but it saves money because you don't need as many CSMs. They claim that the switch is to benefit us. It now feels like a reactive job, management will tell you otherwise. You spend a lot of your time dealing with cancellation requests, you have to resell the benefits of the platform to customers on every call. Many other companies won't see your experience as relevant because of the type of customers that you work with.