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      Reputation

      Engaged Employer

      Reputation Customer Success Manager (CSM) reviews

      3.9

      63% would recommend to a friend

      (5 total reviews)
      avatar

      Joe Burton

      72% approve of CEO

      63% positive business outlook

      Ratings by category

      4.3

      Diversity & inclusion

      4.1

      Work/Life balance

      3.9

      Compensation and benefits

      3.7

      Culture & values

      3.7

      Career opportunities

      3.5

      Senior management

      Ratings by demographic groups

      Reviews by job title

      5 reviews
      1.0
      Dec 6, 2024

      Unstable Leadership and Poor Communication – Proceed with Caution

      Customer success manager (csm)
      Recommend
      CEO approval
      Business Outlook

      Pros

      The colleagues in the trenches are talented and supportive.

      Cons

      The company is in disarray. Recent layoffs were handled poorly, with no clear communication to the broader organization. This was a surprise attack, leaving employees anxious and uncertain about their future. The entire executive leadership team (ELT) has turned over in a short period, with every departure framed as "pursuing other opportunities." It's evident that these statements aren't truthful, and the lack of transparency erodes trust within the organization. Shifting priorities and a lack of cohesive vision make it challenging to deliver value to customers. As a CSM, I frequently had to bridge the gap between broken internal processes and frustrated clients without adequate support from ever changing leadership.

      avatar
      Reputation Response
      1y
      We appreciate both your acknowledgment of the talented and supportive colleagues you worked with and your constructive advice for improvement. Organizational changes and leadership transitions are always difficult, and we regret that these events left you (and potentially others) feeling uncertain. We take your feedback seriously and will continue our strides towards increased transparency and thoughtful communication in navigating such moments. We’re committed to (re)building trust and providing clear direction. Stabilizing our leadership team and improving processes to better support our employees and customers are top priorities. Your advice to openly communicate about challenges and the company’s direction resonates with us, and we will continue taking steps to create a more cohesive vision and consistent messaging. Thank you again for your feedback and your contributions during your time here. We are dedicated to learning from this input to foster an even stronger, more supportive environment for our team. We wish you the best in your future endeavors.
      2.0
      Oct 9, 2024

      Feedback

      Customer success manager (csm)
      Recommend
      CEO approval
      Business Outlook

      Pros

      Remote work opportunities. Hybrid schedule with two days in office.

      Cons

      Lack of direction, product innovation and platform stability. Communication issues throughout the organization.

      avatar
      Reputation Response
      1y
      Thank you for taking the time to share your feedback. We appreciate your recognition of the remote work opportunities and hybrid schedule, as flexibility is something we prioritize to support our employees’ work-life balance. We regret that you experienced issues with direction, product innovation, and platform stability. These are critical areas, and we are always focused on enhancing our products and internal processes. Communication is also something we take seriously--we've been working to create more cohesive communication across the organization through a variety of ways including consistent global all hands meetings, office hours with Joe, and increased transparency. Your feedback is valuable and helps us in our ongoing efforts to make positive changes. We appreciate the time you spent with us and wish you the best in your future endeavors.
      Viewing 4 - 5 of 5 Reviews
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