Pros
- Very smart people all around you - Outcome focussed teams always figuring out ways and collaborating to get things done - Open and transparent culture. Leadership provides a continuous stream of high-quality communications on strategy, direction, accomplishments and changes - Very structured and thoughtful approach to how each team operates and tremendous cross-team collaboration - Internal mobility, focus on diversity (and results), continuous learning, recognition and rewards are all pretty strong areas - Compensation is fair (and I believe on-par with Industry). Great growth opportunities - Highly customer focussed
Cons
(*Some of these are purely a result of scaling challenges versus flawed strategy or lack of operational excellence or lack/failure of leadership) - Process maturity needs improvement (although getting better every year) - Interaction with Product remains low (eg: Visibility into Product roadmap is low, control over roadmap, quality, schedule is low -- sometimes it feels Product does whatever they want to do, although they remain very customer-centric) - Only a few account execs are able to establish relationships with execs, have periodic engagement and sell/articulate value -- so CS has to play a larger role (which for learning and development of CS is great but comes in the way of scaling) - Too much focus on "creating" playbooks versus running the plays (lot of theory, frameworks peddled, but not enough maturity in "making it real") - That customer success is not just responsibility of one team but everyone is yet to be internalized - Product support and documentation needs to be improved massively. The knowledge people inside the company have needs to get out so that customers can improve their knowledge/skills - No concept of LTV/CAC - so they continue to run after customers who are not a good fit, and are a drain on resources. - Open Office/Hoteling sucks completely.
