Ideal culture turns out to be TOXIC - Enterprise Customer Success Manager Glassdoor Employee Review

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