This is a management failure through and through. Whoever is running customer success and support is at least more responsible for that kind of a situation if t

This is a management failure through and through. Whoever is running customer success and support is at least more responsible for that kind of a situation if the accusations about productivity are true. Its simply not possible for people to hide with that level of systematic underperformance if they have the tools to measure it and the goals are clear and transparent. If you take span of control into account, this means at least 3-4 layers of management werent monitoring performance. At all.