AVOID - Customer Success Manager bei Lead Forensics: Mitarbeiterbewertung

Thank you for your review, we welcome all feedback, positive or negative. Let’s walk through your comments: 1/ Great camaraderie: 100% agree, the Scottsdale office culture and team is fantastic. 2/ Small book sizes: New CSMs are attributed a book of business based on their experience and speed to competency. As a business, it’s important that we match a CSM’s skillset and ability with the volume of accounts they can comfortably handle. This means some CSMs will have fewer customers initially, but this increases as experience and capability grow. 3/ Commission: We ensure CSMs are paid commission on the last day of every single month without fail. 4/ Unrealistic performance goals: Every CSM has a bespoke target based on key components of their book of business, primarily customer tenure, contract length, and industry mix. This creates a fair playing field. While not every CSM hits target every month, most achieve their quarterly and annual targets. Where this doesn’t happen, it is typically down to individual performance rather than target setting. 5/ High account churn: We broadly retain 4 out of 5 customers, and this is improving quarter over quarter. While we acknowledge there is always room to improve, we do not consider this to be high churn in the way described. 6/ Employee turnover: Since investing in and scaling the Scottsdale office from 5 to 25 people over the last 2 years, we have had 7 people leave. This includes both performance-related exits and individuals moving on to new roles. We believe this represents low employee turnover. 7/ Office: The office shown is our UK office, which we will correct with our recruitment team. From June 1, 2026, we will be relocating to a new Scottsdale office, which is one of the best facilities in the area. 8/ Earnings/OTE: You are correct that everyone starts on a $65k base, which is important for fairness and consistency. Most CSMs are promoted within their first 12 months, securing a $5,000 pay raise. OTE is performance-based, however we acknowledge that a more representative year one figure is $80k–$85k, and we have updated our recruitment guidance accordingly. Thank you, Tom CCO