The company has grown a lot during the pandemic. This is a good thing, of course, but also results in its fair share of pains. While this has resulted in some churn, I believe it was mostly B players that were lost in the process. The key players are as committed as ever. Also, to cope with the growth, the company has been steadily building capacity.
The leadership team being obsessed with customer success (the point mentioned in the Pros) also means that they work hard and get their hands dirty. Some interpret this as Micro-Management; but I feel like the leadership cares so much about customer success that they just can't help doing everything it takes to keep customers happy.
