My primary concern was with the direction and leadership of the Customer Success department. Under the Chief Customer Officer, the CSM's role fundamentally changed from traditional customer advocacy and support to a heavy emphasis on sales functions.
As a certified Customer Success Professional with over two decades of experience, this shift felt like a 'bait and switch' from the role I was hired for and understood Customer Success to be. The distinct and critical functions of proactive customer support and relationship management became overshadowed by sales objectives, which, in my professional opinion, is not true Customer Success.