CS is not the place to be right now - Customer Success Glassdoor Employee Review

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