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      Glassdoor

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      Engaged Employer

      Glassdoor reviews

      3.8

      66% would recommend to a friend

      (1,112 total reviews)
      avatar

      Owen Humphries

      84% approve of CEO

      38% positive business outlook

      Ratings by demographic groups

      Glassdoor has an employee rating of 3.8 out of 5 stars, based on 1,112 company reviews on Glassdoor which indicates that most employees have a good working experience there. The Glassdoor employee rating is in line with the average (within 1 standard deviation) for employers within the Informationstechnologie industry (3.7 stars).

      Reviews by job title

      1K reviews
      5.0
      Mar 18, 2020

      Incredibly lucky I found Glassdoor

      Enterprise account manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      Glassdoor is an open, fun, innovative place. You're heard and respected here. They have amazing pay and even cover 100% of your benefits and 90% of your spouse! It was one of the best decisions of my life to join Glassdoor.

      Cons

      Things change quickly, which is a good thing for me. But if you're someone who doesn't adapt well to a consistently shifting industry, I would recommend looking elsewhere.

      avatar
      Glassdoor Response
      5y
      Thanks for your review, and for your kind words about working at Glassdoor. We’re appreciative for your contributions toward furthering our mission, and being a phenomenal representation of our values. We’re thrilled to hear you’ve been surrounded by so many Good People during your time here, and that our benefits package has served you and your family well!
      1.0
      Mar 13, 2020

      Ideal culture turns out to be TOXIC

      Enterprise customer success manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      Nice office, great health benefits, good clients, and some really fun coworkers

      Cons

      I thought this was a dream company but then realized its composed of individuals who are resistant to change and forward thinking. The culture has turned around within a year and now is toxic. People are unhappy and rapidly leaving while leadership continues to distance themselves from problems. We strive to be the best of the best (as we should since we are a review site for companies) but fall short in culture, internal communication, vacation benefits, and innovation. Front line managers and directors are out of touch with the day to day workload and job duties. They are almost never in contact with clients and lack the skill and willingness to support you with internal navigation and problem solving because of system problems. Employees are rewarded for staying quiet and putting their head down instead of welcoming feedback, new ideas, and improving the status quo. Colocation is encouraged by leadership but not enforced for themselves. Without local leadership, the culture will continue to deteriorate. Unlimited PTO removed on 2/1/2020 as we are now hourly employees. Work life balance was one of the main reasons people stuck around. But now more and more teammates are leaving each month. Rollout of this change was poorly communicated caused more disconnect with leadership. CSMs partner with sales to service and renews accounts, however there is a huge imbalance of work between the two teams. They have been working on roles and responsibilities for MONTHS and NOTHING has changed. Again, another way that this team is unwilling to face problems and work on positive outcomes.

      avatar
      Glassdoor Response
      6y
      Dear Chicago CSM Thanks for taking the time to share your feedback. It’s clear that you’re feeling frustrated and discouraged by your experience at work, which isn’t what I would want for you. I’m disappointed to hear your experience of the culture. Innovation is one of the core values of the business, so I expect all of our teams and leaders to embrace ideas which help us work more effectively and improve the customer experience. We recently launched the new “Feedback Tool” to surface ideas and potential innovations across all CS teams - no doubt there is room for us to leverage this tool more deeply. If there are specific areas where you believe we’ve not done enough to innovate, please share with me directly - I’d welcome those insights. More broadly, myself and the leadership team have been thinking about reinvigorating the CS culture and will be sharing some updates at an upcoming All Hands. I understand your concerns with the change to PTO plans that were announced in February. I’m also aware that my communication of these changes missed the mark for many people. I’m glad that we have been able to work with HR and address the root cause by establishing an open-PTO allowance for all non-exempt employees across the company. I appreciate that reviewing roles and responsibilities for our Sales and CS functions has taken time. The work involved was significant and has produced a 12-month enablement program to support the change management needed. However, in light of the recent restructure of our go-to-market teams, we’re holding off on implementation until we’ve worked through the operational implications of these broader changes. Thank you again for your feedback - I hope this guidance is helpful. Chris, VP Customer Success
      3.0
      Mar 12, 2020

      CS is not the place to be right now

      Customer success
      Recommend
      CEO approval
      Business Outlook

      Pros

      The colleagues I work with are fantastic. My current manager is supportive and does care a lot. This has made my time at Glassdoor more positive than negative! The people at Glassdoor are all friendly and willing to help each other out.

      Cons

      CS leaders are nowhere to be found. They do not appear invested in CS people. Managers are not all tenured and sometimes managers are just placed in the roles without the experience. CS people want industry mentors to help us succeed in our job and overall career. Promotions are random and competencies change constantly making it a moving target. It’s a painful process to watch.

      avatar
      Glassdoor Response
      6y
      Dear Glassdoor CS Thanks for taking the time to share your feedback and sorry for my delayed reply. Based on what you’ve shared, it sounds like I can do a better job of helping you (and others) feel connected to our functional leadership. I would certainly want you and all CSMs to feel that your senior leaders are invested in your success. I’m planning on reintroducing monthly All Hands meetings and visiting with all CS teams (virtually) over the next month, so I hope this is a helpful starting point. From my perspective, enabling career progression is important at all levels of the organization. I’m pleased that some members of CS have chosen to pursue a career in leadership and I’m excited that we can support that. I would respectfully disagree that promotion outcomes are random - nominating Managers prepare a business case (based on the competency framework) which is presented to a committee of our senior leaders and each potential promotion is discussed individually on its merits. It sounds like the basis for promotion decisions could be clearer - I will follow up with our CS Directors in relation to how we accomplish this. Lastly, in relation to your feedback on changes to our PTO plans - I hear you. It’s clear that from your perspective - and many others - I did not adequately reflect the downsides of moving to a fixed PTO allocation in my communication. That is my fault and I take responsibility for this mistake. I am glad that we have been able to work with HR and address the root cause of the concern by establishing an open-PTO allowance for all non-exempt employees across the company. The last few months have been difficult for our team and the coming months will not be without their challenges either. But I believe in our ability to adapt - as we have done in the past - and emerge from this adversity with strength. Chris, VP Customer Success
      Viewing 586 - 588 of 1,112 Reviews
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      Glassdoor has 1,268 Glassdoor reviews submitted anonymously by Glassdoor employees. Read employee reviews and ratings on Glassdoor to decide if Glassdoor is right for you.