Low Morale in Customer Success - werkgeversreview Customer Success Manager bij Glassdoor

Thank you for taking the time to share your perspective. I appreciate the thought and detail you have put into this review. Let me address each of your points one by one. (1) Our compensation team continuously analyzes the market to ensure we offer competitive compensation. Our philosophy is to offer competitive compensation for a given role in the market in which we are hiring and this aligns with the approach taken by most tech companies (2) Our partnership with Indeed has unlocked significant growth for our business, however, at the same time, I recognize that it has also created operational complexities. A top priority for senior leadership is to continue optimizing our partnership to ensure it enables a positive customer experience and is seamless for our teams to navigate internally (3) I agree that there is a lack of diversity at the leadership level both within Customer Success and more broadly at Glassdoor. As a company, we have established specific, public goals around improving the diversity of our teams and we have made progress in increasing the diversity of Customer Success over the last two quarters. That said, I take very seriously the responsibility for continuing to advance these efforts, particularly at the leadership level (4) Customer return-on-investment is core to the Customer Success Manager role and ensuring that our teams are equipped with deep, meaningful insights is a priority across a variety of teams. As you know, we recently rolled out additional customer insights for our teams to leverage which directly link branding to hiring outcomes in the way you have suggested. We will continue to invest heavily in this area (5) As you note, the core role of the Customer Success Manager is to retain and grow our customers. Our goal in setting targets for the team is to enable conversations focused on driving value for our customers. We are constantly evaluating the efficacy of the KPIs we set for the team to ensure they are both realistic to achieve and drive a positive customer experience, (6) Employee engagement and retention is extremely important to me and all of the leaders in Customer Success. We continuously strive to create forums for feedback and to take action against that feedback. I care deeply that Glassdoor and the Customer Success org is an inclusive environment where individuals can grow their careers while also having fun. - Rennie Taylor, VP Customer Success