KnowBe4

5.0

19 Aug 2017

Recommend

CEO approval

Business outlook

Pros

Knowbe4 is more than a job, it is somewhere that I come and can see my friends and coworkers. I am telling this from the perspective of a person who is pretty outgoing. It seems like everyone who is hired can get along with anyone. The recruitment team really does a good job of finding the best. The company transparency is one of my favorite aspects of the job. Coming from an extremely corporate environment, I never knew the logistics behind running a company. Stu lays everything out on the table for sure. The company has catered lunch at the end of every month, free snacks, coffee, fun working environment and open door policy. HR works hard to keep the employees happy. They have various events throughout the year. I worry that this will stop as we continue to grow. We get cash bonuses every month and it is based off everyone doing their part for us to meet our sales goals.

Cons

Ok, here we go. I feel that if we were to explain to HR the negative aspects of things, then we would be handled passive aggressively. No one likes to hear that some things aren't working, but the truth is, several people want to speak up but don't feel they have a safe outlet to do such. My suggestion, an anonymous hotline. You need to hear what the employees really think and not just put us in a room and tell us that this is how it is going to be. This was a small company that has grown exponentially and with that growth there have been changes. With the result of these changes you are going to lose some really good people. People who have worked so hard to keep your customer retention rate up, people who genuinely enjoy their job, people who have built rapport with their customers for quite some time, and now you know that I am Customer Success Manager and that is ok. But someone has to speak up about how things have changed. Our jobs are no longer fun. You can ask the team. These changes have caused the morale to drop. We all work extremely hard and to have the rug pulled out from under us so abruptly without a heads up aside from an email is not good business. The CSM team is filled with extremely talented individuals who have bills to pay and who have been making consistent money until now. We are being penalized for over performing, we are forced to take orders away from our peers while feeling a guilt that we never asked for. KnowBe4, you have caused an incredibly cohesive team to have trust issues and it is not ok. Policies change, we understand that but I feel that we should be heard. Discuss pros and cons of things, don't just say.. "this is how it is, this is how it has been" people are being treated unfairly because knowbe4 won't hear anyone out. Suggestions to make this company a better place has fallen on deaf ears. We have some very talented people at our company and due to no one really taking into account the lasting effects of the changes.. good people will leave. Once a plate is broken.. you can't put it back together to be the perfect plate again and unfortunately the same goes for the CSM team. Hopefully something will be done but we will be forever changed. Thank you for listening.

KnowBe4 Response

Here is an answer from KnowBe4's CEO Stu Sjouwerman We like feedback! This keeps us honest and we try to do our level best to keep this a sane and fun place, despite the crazy growth. :-D So let me clarify the reason for the change in the Customer Success pay plan. The big picture is we wanted to solve a problem. The issue we were facing was that frequently, one rep would bring in $3,500 in sales and earn $1500 in bonus/commission that month, and another rep would bring in $25,000 in sales but be 1 or 2% short and not make any bonus. This was unfair to the reps. We developed the new plan to reward the efforts of everyone on the team and have a better plan to pay them based on production. The new plan went into effect June 1st. For June and July, we compared the old pay plan to the new one to see if it improved. - In June, the old plan would have paid out $30K in commissions. The new plan did pay out $64K, more than double, with the sales about the same. - In July, the old plan would have paid out $46K in commissions. The new plan did pay out $73K, nearly double, with the sales about the same. And I'd like to add that the Customer Success reps are not quite yet at their full account-capacity, which means they have an opportunity to earn even more as the year continues and we grow. We love our CSM team, they do a fantastic job, and we want them to get the maximum benefit! Warm regards, Stu

This is the TRUTH (growing pains) - An HONEST Customer Success Manager KnowBe4 Employee Review

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