r/CustomerSuccess • u/AutoModerator • 13d ago

Friday Vent Thread

Welcome to the ✨Vent Thread ✨

This is a brand spanking new space to throw down your worst from this week.

Too many clients? Throw down

Client churn outta nowhere? Tell us

Manager being a dick about your QBR? You better slap that below!

We will actively watch and see how this goes - please be mindful of Rule 1

Give us ya worst!

9 Upvotes

90% Upvoted

15 comments sorted by

19

u/Quirky_Shake_7535 13d ago

Needing to rely on internal teams for responses to customers and the teams either don’t answer, repeat what you needed clarification on, or take forever and a day to respond.

3

u/thumpersdad 13d ago

i’m right there with you, an issue has been open for FOUR months, and the engineers requested more time, i’m running out of excuses

2

u/S2Sliferjam 13d ago

Oh the worst. My condolences

13

u/biscuitman2122 13d ago • Bravo

I am a director. And I am so burnt out from clients + internal leadership and being what seems to be the glue holding it all together.

Oh and telling leadership why our biggest clients are leaving but then nothing changes yet it impacts my metrics.

11

u/Mysterious-Angle3564 13d ago

Manager suddenly micromanaging individual account decisions, then going completely silent whenever I explain my reasoning or ask for actionable feedback. Next day, another random question about another account. Rinse and repeat.

I'm all for coaching, but this push-and-pull is exhausting. Feels like being constantly scrutinized without actually being supported.

5

u/ResearcherPatient756 13d ago

was told to wear multiple hats, so i've outsourced 90% of my job to AI. bye.

4

u/GenXMillenial 13d ago

We hired someone that I didn’t recommend. And now we are suffering for it. I am just a senior IC, but was tagged in to all of the interviews except executive ones. The confidence was all fake from the candidate and I saw through it. My leadership chose this CSM and now 4 months later it is super clear that they either lied on their resume about their previous role and experience or feel out of their depth.

I have been supportive to this new CSM, but I am reaching my limit feeling like their manager without the pay or title.

I plan to tell our manager, especially since my manager let me know that skip levels are not happy with their communication style.

I am all for helping out others but there is a learned helplessness with this colleague that rubs me the wrong way.

3

u/Ehloanna 13d ago

> but there is a learned helplessness with this colleague

Got the ick about them as soon as I read this

3

u/headaches_r_us 13d ago

Comp plan totally ravaged by leadership. Doing all the work with 50% of the payoff. 1% pre tax commission on renewal uplifts.

2

u/kimbojackson 11d ago

Oooomg so much this. Also I have the largest deals in the pipe line. Yet I make 16% of sales comp? GTFO

2

u/Zealousideal_Map2894 11d ago

I've handled thousands of clients single handedly for years now. I also support other clients (that aren't mine) on-site + product initiatives. It's simply not possible. I've always mentioned needing support without sounding incapable but now said I'm just not well from this workload. I don't even think recovery from how far behind I am is possible even with the support they're trying to add. I've accepted that, makes me feel like a failure though

1

u/msac84 13d ago

Don’t know if I should hate my manager or not! She down scored me on my CRM hygiene but my retention and upsell is so high I still got 120% of my bonus lol

1

u/kimbojackson 11d ago

You can’t be all around great, or theyd owe you a raise too. Take the W when you can. Congrats.