Pros
Any positives that once existed have been steadily eroded since Siemens' acquisition; morale, support, and autonomy have all declined.
Cons
Health Insurance degraded since aquisition. Pay is lower than ANY similar roles in ANY field. The CSM role has become less about strategic client management and more about patching holes caused by operational inefficiencies elsewhere. Degraded implementation quality has created significant back-end frustration among clients, who are often handed off prematurely to Client Success to "resolve." Professional Services consistently ends implementation projects too early, largely due to being severely understaffed. Support takes far too long to respond to internal tickets. This creates delays in communication with clients and forces CS to repeatedly chase down updates. Even if you escalate an issue correctly, be prepared to hand-hold the process end-to-end just to ensure your client hears back at all. Expect to do the job of 2-3 people with little recognition or additional compensation. Employee turnover has increased significantly, and burnout is normalized rather than addressed. People are leaving not because they can’t do the job; but because leadership has made it impossible to do it well.