Misaligned Management and a Draining Internal Environment - Customer Success Manager TripleTen Employee Review

Complete lack of salary review policies, despite the significant and constant increase in workload and responsibilities. No professional growth opportunities, with no clear career progression plan. Precarious hiring model, with no direct employment contract and no basic benefits (meal allowance, health insurance, or home office support). Internal culture marked by distrust, reinforced by anonymous feedback practices that expose colleagues. CS team KPIs disconnected from operational reality, used mainly as tools for pressure rather than as meaningful performance indicators. Lack of transparency from leadership: critical decisions are made without clear communication or prior alignment with teams. Departments operate in silos, with little collaboration or alignment. Senior Management disconnected from the reality of the Brazilian market, resulting in poorly aligned decisions, chaotic internal processes and little openness to local adaptation. After abrupt dismissals, responsibilities are immediately redistributed among remaining employees without any salary adjustment, recognition, or support. The result is the systematic overload of the most responsible professionals.