Great company, declining Customer Success Org - Customer Success Manager Glassdoor Employee Review

Dear Glassdoor CSM Thanks for your feedback - it has prompted a number of constructive discussions internally. The CS organization has evolved a lot over the last 2 years and I’m glad to hear you view these changes as positive overall. That said, I’m concerned you feel your experience hasn’t continued to improve. The responsibilities of CSMs have certainly expanded as we’ve taken up a role as the experts in all products and the primary point of contact. Alongside this, the role of Sales has also shifted. Beyond managing contract renewal, Sales reps have equally important responsibilities for understanding our clients’ goals, account planning, relationship building and forecasting, they shoulder primary accountability for opportunity identification and ultimately driving expansion revenue. Defining roles and responsibilities in this way has helped us improve the customer experience and lift partner NPS. In this model, CSMs now have greater opportunity to increase compensation, but have not achieved parity in base or on-target earnings with Sales. It could be that this reflects a difference in market pay for the two functions, but I have asked HR to help me review and analyze our compensation to ensure it is fair. I will update our teams once I have further insight here. In relation to goal-setting, our targets should neither be simple to hit, nor impossible to reach - if they are, we’ve missed the mark on finding the attainable stretch we’re looking for. It’s entirely fair for you to expect that targets are published in a timely way and receiving them midway through the quarter isn’t good - in this instance, the delay was actually driven by a decision to have targets reworked in order to make them fairer and more attainable for CSMs. Average CSM quota attainment in Q1 was upwards of 97% linked to this. For me, perhaps the most troubling part of your feedback is the perspective that CS leadership may not be listening well enough to our teams. Our success in evolving CS at Glassdoor has been driven by paying close attention to the feedback of CSMs and there is no intention of departing from that philosophy. I have time in the calendar this week to talk through the Q1 results and the basis for target setting more broadly. I’ll look forward to hearing your further feedback then. - Chris, VP Customer Success