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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
      Dec 19, 2019

      A lot of noise and not enough innovation

      Customer success manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      I am so thankful for all the amazing people I work beside everyday! The people in the Enterprise Sales & Customer Success department are some of the most genuine and fun coworkers I've ever had. There is also a lot of great knowledge sharing between peers, which makes work more enjoyable and interesting. There are many pros to working here including: - managers that treat you like a real human - they really try to be good managers! - a lot of autonomy to manage your book of business / client interactions - flexibility to work from home a few times per month - ability to work on projects outside of your immediate role that interest you - cute workplace events that happen at the office (eg. hot chocolate bar during the holidays, drag queen bingo during pride week, etc) and a great Workplace Experience team

      Cons

      The direction Glassdoor is taking seems unclear to me, and the lack of innovation is concerning. The product team does not listen to what the customers are asking for or excited about. It seems like directors and VPs are focused on reorganizing how the company works internally more than focusing on innovation. There are constant shifts in KPIs, org structure, and quotas that make everything seem arbitrary. This year, the CSM leadership changed the metric which 70% of our bonus is paid out on, and gave us no way of tracking our progress to reaching that quarterly goal! I appreciate change and trying new things, but it's really concerning when your pay is affected by changes that you can't track. With all the org changes come lots of internal meetings that managers are always stuck in. It seems like instead of being on the floor with the individual contributors, managers/ directors are constantly in strategy meetings. Besides team meetings and 1:1s, there is very little involvement/ personal connection between leadership and individual contributors. A lot of first time managers/ directors. Lastly, we use a data tool to create custom presentations for enterprise clients that barely works. Our systems are so out of date, that it takes 15 min - 2 hours to download a custom report for a client. This drains a lot of time, and creates frustration.

      avatar
      Glassdoor Response
      6y
      Dear Glassdoor CSM, Thanks for taking the time to leave a review - sorry it has taken me a little while to reply. It’s great to hear that your experience with your colleagues and Manager at Glassdoor has been so positive - I do think this is something which sets the CS organization apart. As our business evolves, I agree with you that product innovation is critical. There’s a strong understanding of this within Product and they have set an aspiration of making two significant releases each year going forward. It’s certainly important for Product to maintain a strong connection to the customer experience and I do think these linkages could be improved. I'm talking to our CPO about how we might approach that. I can see how making changes to CSM KPIs could be tiring and while I believe there is still room for our metrics to be enhanced, I’m mindful of “change fatigue” and understand the desire for greater consistency. I know that reporting is a pain point for CSMs which has taken time to address - Sales Ops recently deployed new reports to CS Managers which we hope will help, but it’s early days and we would welcome your feedback on the sufficiency of what has been deployed. Sales Insights have also launched a multi-period effort to improve tool performance and are trialing new automated reporting which could significantly reduce the need for manual deck building in the second half of the year. I appreciate your perspective on the importance of making time and space for personal connections and I think we could all do with fewer meetings. Within the CS leadership group, we’ve been actively working on investing more time in connecting, coaching and supporting our teams, but I think we still have a ways to go. I hope you’ll keep us posted on how we’re doing. Chris, VP Customer Success
      5.0
      Feb 22, 2017

      Other side of the coin..

      Sales enablement manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      2016 was not an easy year for Glassdoor or for anyone laying the foundation for this company. Growing pains have the inevitable cause and effects and some of that has made its way to reviews on our own Glassdoor page; a good reminder that we are not immune to our own solution. Part of what makes Glassdoor so unique is that we WANT to be held accountable. Leadership stands behind the transparency and accountability that are the threads throughout our mission. I call that leading from the front. I appreciate how gracefully this organization has navigated challenging times. You should be aware of the good, the bad, the ugly of an organization before dedicating a large portion of your life to them. Glassdoor allows you to do this. Hopefully the reviews you have read thus far support your decision to start, stay, or move on from this organization, and that's a good thing! It means Glassdoor is living and breathing its own vision to help people find a job and company they (truly) love. For what it's worth to the reader, I would like to share a story from the flip side of the coin. Last week we celebrated the life of a former colleague. Her father spoke of his gratitude for the people who loved her well and supported her living the last years of her life with dignity and pride. Glassdoor was among those on the receiving end of his gratitude. This entire organization, from senior leadership on down, rallied behind this colleague in the most gracious ways and without question. I don't know about you, but to me, it's not where you are but who you're with that matters. These voluntary acts of kindness represent the incredible people inside these glass doors.

      Cons

      Like any company or human for that matter, Glassdoor is not perfect. All you can do is use these reviews to determine if it is perfect for YOU.

      avatar
      Glassdoor Response
      9y
      I’m very touched by this feedback. Creating a culture where people support one another is a credit to our entire team and reflects the culture we try to live every day that is supportive and treats everyone with dignity and respect. Things may not always be easy, but it is our strong teamwork and GRIT that pulls us through. Thanks for all you do.
      3.0
      Feb 12, 2015

      Good and not-so-good place to work

      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      Glassdoor is an amazing company - the values they hold and the things they do for both businesses and individuals are really something incredible. You'll notice that people here truly believe in what we're working for and that makes for motivated, intelligent, and creative workers. You'll find that on every level - C-suite, manager, or anyone else - that everyone loves what we do. To find that passion is rare and something to truly hold onto. And of course with every tech company, we have amazing perks - catered lunch, snacks, work from home option, stock options, gym.

      Cons

      The biggest challenge here is middle management. I understand that at such rapid growth at a relatively young tech company, we're bound to promote within - but this can be a huge huge problem if such an individual is not qualified to do so. Because we're filled with such talented and smart people, we tend to be a pretty competitive arena. And while that's something that can be motivating for people, it can also cause middle management and new managers to always strive to compete with the people they're managing. This isn't right and doesn't foster an environment where individuals can grow - manager and those under. We need a better promotion and HR review cycles/processes. There are a lot of new managers being promoted that really shouldn't be - just because they excel at their job doesn't mean they're entitled to be a manager. A good manager should be one that not only excels, but can connect, motivate, and encourage their team members - and do that wholeheartedly. Some departments - like mine - are seeing managers push down those who have ideas, want more, or just want to know what's going on within the team for reasons that seem like they want to keep their status known. I love Glassdoor and what we stand for, but seeing my growth stunted by my own supervisor is making me question if we're losing sight of our culture. We pride ourselves in providing a safe environment for workers to have ideas, to be heard, and to learn - but if we allow individuals to become managers who DON'T truly uphold this value ... then we aren't practicing what we preach.

      avatar
      Glassdoor Response
      11y
      Thank you for taking the time to write this very thoughtful review. You are right, we do strongly prefer to promote from within. And you are also right that we've grown so quickly that we haven't had the best support in terms of training for new managers. That is changing this year as we are rolling out a series of training programs aimed specifically at new managers. The programs will emphasize that managers succeed by helping their people to grow, and will give them skills to accomplish that. We are also in the process of redesigning our review process, which will be rolled out in the next review cycle (fall). Please provide some skip-level feedback on your manager to his or her manager, so that we can get him/her the coaching he/she needs. If you don't feel safe doing so, you can submit something anonymously to Mariah in HR, or come to see me. I remind every new hire class that my door is open precisely because I feel that we really need to have a safe, constructive environment where we can openly talk about our challenges and deal with them. We aren't perfect, but we will get better, and that starts with the courage to openly discuss our weaknesses. Thanks again for this thoughtful review. -- Robert
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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.