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      Glassdoor

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      Engaged Employer

      Glassdoor reviews

      3.9

      66% would recommend to a friend

      (1,113 total reviews)
      avatar

      Owen Humphries

      84% approve of CEO

      38% positive business outlook

      Ratings by category

      4.3

      Diversity & inclusion

      4.2

      Work/Life balance

      4.1

      Culture & values

      4.1

      Compensation and benefits

      3.6

      Career opportunities

      3.5

      Senior management

      Glassdoor has an employee rating of 3.9 out of 5 stars, based on 1,113 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).

      Ratings by demographic groups

      Reviews by job title

      1K reviews
      3.0
      May 11, 2020

      Transparency except for when it mattered most

      Account executive
      Recommend
      CEO approval
      Business Outlook

      Pros

      I debated leaving this feedback because overall, this was the best job I've ever had for a number of reasons. My colleagues were incredible, and my leaders were even more-so. Leadership was genuinely dedicated to development & creating a world-class culture.

      Cons

      When it was clear Covid-19 was going to have a huge impact on the economy, the CEO told us in April that we were making a few small changes (pausing hiring, promotions, etc.) so that we could prevent layoffs. Fast-forward to May, we get an invite on our calendars for 30 minutes out and are told that 300 of us are laid off. Given that transparency is one of our core values, it would've been nice to have had a bit of a warning that this was potentially coming so that we could have prepared ourselves.

      2.0
      Jul 18, 2019

      Great company, declining Customer Success Org

      Customer success manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      I love my team and co-workers. They make coming into work fun! Our benefits are also great with unlimited PTO, a new 401K match and healthcare 100% paid for the employee.

      Cons

      The CS org has evolved quite a bit over the last couple of years, which has been great however leadership does not listen to their employees and there has been a lot of grey area. The first layer is our roles and responsibilities. Leadership continues to give us more responsibility while sales sits around all day and only sends out contracts. They are getting paid significantly more while we are managing accounts, building relationships, identifying and tee-ing up growth opportunities, building all of the decks, and owning almost all communication, all the while trying to hit our KPI's. If we are holding all of the responsibility, we should be compensated the same way sales is. The second layer has to do with our KPI's. With the change to MCV, it is completely unreasonable to get our quotas over a month and a half into the quarter. Not only that, but problems that were identified early on were not fixed until after the end of the quarter. During the first quarter, our management team told us that KPI's would not change anymore because pacing is obsolete and we can only make the target so low and that product adoption cannot move anymore because it would be unattainable, but here we are a few months later and both of these KPI's have changed. On top of that, we were told we are not moving to marketplace pace yet we are now piloting it. The constant flip flopping and lack of transparency does not give anyone faith in leadership.

      avatar
      Glassdoor Response
      6y
      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
      5.0
      Feb 6, 2017

      And, We're Back!

      Senior account manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      Our Mission: Glassdoor has a mission I can really get behind - Help people everywhere find the jobs and companies that they love. You can feel that at the core of everything we do. It's the reason why we all go to work! My Colleagues: I love the people I work with! Glassdoor recruits and keeps some of the brightest, most creative, friendly, funny, welcoming people I have ever met. My teammates encourage me to be genuine and real and provide the personal and professional support I was looking for in a team. My efforts and my personality have been acknowledged and appreciated here. My Manager: My manager is incredible. He is remarkably talented at coaching individual members as well as coaching to the team which has made us all tight knit and one another's biggest fans. Personally, he has taught me a process, pushed me outside my comfort zone, and cultivated a confidence in me that I am so grateful for. He truly is a role model and a dear friend. Our entire team sees his tireless dedication to our team, to the company, and, most importantly, his family. He is all around a stellar human that we are lucky to know and work with. Our Leaders: Leadership listens! I wrote a review about 6 months ago that was quite critical about where we were as a sales org. This included a critique of new processes that had been implemented that seemed to be slowing us down, as well as the tough quota targets. As a side note, that review was still 4 stars because I love Glassdoor. Anyways, since then, our middle management, VPs, and Exec Team responded to the reviews on Glassdoor, addressed concerns in town halls, implemented a new internal feedback loop (Glint), and, over time, solved for our biggest problems by reducing quotas and giving the sales team the opportunity to earn back lost dollars due to poor initial plan. At the first half of 2016, Glassdoor had dropped the ball but I am happy to say that they have picked it up and are running hard toward the goal line. I love this company and am so proud to be part of a an org that REALLY LISTENS and WANTS TO DO RIGHT by it's employees.

      Cons

      Our biggest strength is our biggest weakness: we are a start up. Start up means that sometimes things are humming and jiving and other times things are broken and disorganized. Career Development and Training could be improved. Processes are a work in progress. We have been iterating for a few years so innovation to product and positioning is welcome. Although there are things to be improved, if I've learned anything in the 10 years I've been in the workforce and the 3 years I've been at Glassdoor, it's that things are not always perfect. I've also learned that really great companies and wonderful leaders seek to learn from those not so perfect times to make the organization better moving forward. Glassdoor and our CEO does that.

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