Senior (execs) Management doesn’t genuinely care for employees and is only concerned for covering themselves from failures which occur often due to lack of understanding fundamental human nature (lack of building trust). Goals are ambiguous or change and you’re expected to hit them or pay a price of minimal raises, or worse. Senior level management hires industry friends from customer success industries that have no SaaS experience, and only pay attention/concern for departments they understand. If you’re going to be an exec in customer success at a SaaS company, learning the biz ought to be on your list, rather than ignoring teams who do amazing work.