Customer Success Burnout: Urgent Call for Action
Upgrade to TheCScafe Premium—the easiest way to stay up to date, level up your skills, and get ahead in Customer Success.
Upgrade now and get the CS news before anyone else!
A chilling new report has just confirmed what I’ve been discussing in my newsletter for months:
Customer Success Managers are burned out!
And yet, I see many CS leaders on LinkedIn painting a beautiful picture, completely disconnected from reality, as if they were burying their heads in the sand.
Key Findings
The report comes from one of the leading Customer Success Platforms, Vitally.
It’s alarming and highlights 3 core issues:
1. Burnout, Mental Health, and Low Pay
Almost half (47%) of CSMs are experiencing burnout.
For 46% of them, their job is affecting their sleep.
Over the last six months, 39% have noticed a decline in their mental health.
Shockingly, 44% of CSMs didn't receive a raise or promotion in the past year.
35% believe they're not fairly compensated for their work.
2. Problems with Advancing in Their Careers
More than half of CSMs (53%) aspire to reach the role of VP of Customer Success.
Another group (45%) dreams of becoming a Chief Customer Officer (CCO).
However, for 48% of CSMs, it's extremely challenging to make these career moves as there is no clear path to progress.
3. Worries About Job Security and Work-Life Balance
Job security is a massive concern for 76% of CSMs, regardless of their job performance.
Over half (51%) feel guilty when requesting time off from work.
Even worse, 40% admit they have to check work messages while they're on vacation.
“Love The CS Cafe! It’s my source of inspiration.”
—Shannon, Premium subscriber.
An Urgent Call to Action
This report is again a wake-up call for the industry.
No job is worth sacrificing your mental and physical health.
Take care of yourself first. Speak up. Ask for help.
Explore new opportunities.
Check out TopCSjobs.com for daily customer success jobs.
Else, consider transitioning into other functions, like for example Product:
The truth is your biggest risk in life is not taking any risk at all.
Invest in yourself more than in your 9-5 ‘cause there is no such thing as “job security” - see the layoffs.
Here’s the most recent example with the tech industry giant Splunk laying off 7% of its workforce last week including part of its CS team :
So focus on developing your skills.
Move out of your comfort zone.
In your current job, you should either learn or earn.
Having both is best. But if it’s none, quit.
Your future depends on it.
-Hakan.
Upgrade to TheCScafe Premium now and unlock exclusive member-only benefits!
🚀 A full newsletter at least two times a week with tips, best practices, and the latest industry news before anyone else.
🔒 Exclusive access to full archives so you can explore all my posts with no paywalls or restrictions, anytime, anywhere.
🚫 A zero-ad experience to browse my content without distractions.