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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
      2.0
      Jul 18, 2019

      Great company, declining Customer Success Org

      Customer success manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      I love my team and co-workers. They make coming into work fun! Our benefits are also great with unlimited PTO, a new 401K match and healthcare 100% paid for the employee.

      Cons

      The CS org has evolved quite a bit over the last couple of years, which has been great however leadership does not listen to their employees and there has been a lot of grey area. The first layer is our roles and responsibilities. Leadership continues to give us more responsibility while sales sits around all day and only sends out contracts. They are getting paid significantly more while we are managing accounts, building relationships, identifying and tee-ing up growth opportunities, building all of the decks, and owning almost all communication, all the while trying to hit our KPI's. If we are holding all of the responsibility, we should be compensated the same way sales is. The second layer has to do with our KPI's. With the change to MCV, it is completely unreasonable to get our quotas over a month and a half into the quarter. Not only that, but problems that were identified early on were not fixed until after the end of the quarter. During the first quarter, our management team told us that KPI's would not change anymore because pacing is obsolete and we can only make the target so low and that product adoption cannot move anymore because it would be unattainable, but here we are a few months later and both of these KPI's have changed. On top of that, we were told we are not moving to marketplace pace yet we are now piloting it. The constant flip flopping and lack of transparency does not give anyone faith in leadership.

      avatar
      Glassdoor Response
      6y
      Dear Glassdoor CSM Thanks for your feedback - it has prompted a number of constructive discussions internally. The CS organization has evolved a lot over the last 2 years and I’m glad to hear you view these changes as positive overall. That said, I’m concerned you feel your experience hasn’t continued to improve. The responsibilities of CSMs have certainly expanded as we’ve taken up a role as the experts in all products and the primary point of contact. Alongside this, the role of Sales has also shifted. Beyond managing contract renewal, Sales reps have equally important responsibilities for understanding our clients’ goals, account planning, relationship building and forecasting, they shoulder primary accountability for opportunity identification and ultimately driving expansion revenue. Defining roles and responsibilities in this way has helped us improve the customer experience and lift partner NPS. In this model, CSMs now have greater opportunity to increase compensation, but have not achieved parity in base or on-target earnings with Sales. It could be that this reflects a difference in market pay for the two functions, but I have asked HR to help me review and analyze our compensation to ensure it is fair. I will update our teams once I have further insight here. In relation to goal-setting, our targets should neither be simple to hit, nor impossible to reach - if they are, we’ve missed the mark on finding the attainable stretch we’re looking for. It’s entirely fair for you to expect that targets are published in a timely way and receiving them midway through the quarter isn’t good - in this instance, the delay was actually driven by a decision to have targets reworked in order to make them fairer and more attainable for CSMs. Average CSM quota attainment in Q1 was upwards of 97% linked to this. For me, perhaps the most troubling part of your feedback is the perspective that CS leadership may not be listening well enough to our teams. Our success in evolving CS at Glassdoor has been driven by paying close attention to the feedback of CSMs and there is no intention of departing from that philosophy. I have time in the calendar this week to talk through the Q1 results and the basis for target setting more broadly. I’ll look forward to hearing your further feedback then. - Chris, VP Customer Success
      5.0
      Feb 6, 2017

      And, We're Back!

      Senior account manager
      Recommend
      CEO approval
      Business Outlook

      Pros

      Our Mission: Glassdoor has a mission I can really get behind - Help people everywhere find the jobs and companies that they love. You can feel that at the core of everything we do. It's the reason why we all go to work! My Colleagues: I love the people I work with! Glassdoor recruits and keeps some of the brightest, most creative, friendly, funny, welcoming people I have ever met. My teammates encourage me to be genuine and real and provide the personal and professional support I was looking for in a team. My efforts and my personality have been acknowledged and appreciated here. My Manager: My manager is incredible. He is remarkably talented at coaching individual members as well as coaching to the team which has made us all tight knit and one another's biggest fans. Personally, he has taught me a process, pushed me outside my comfort zone, and cultivated a confidence in me that I am so grateful for. He truly is a role model and a dear friend. Our entire team sees his tireless dedication to our team, to the company, and, most importantly, his family. He is all around a stellar human that we are lucky to know and work with. Our Leaders: Leadership listens! I wrote a review about 6 months ago that was quite critical about where we were as a sales org. This included a critique of new processes that had been implemented that seemed to be slowing us down, as well as the tough quota targets. As a side note, that review was still 4 stars because I love Glassdoor. Anyways, since then, our middle management, VPs, and Exec Team responded to the reviews on Glassdoor, addressed concerns in town halls, implemented a new internal feedback loop (Glint), and, over time, solved for our biggest problems by reducing quotas and giving the sales team the opportunity to earn back lost dollars due to poor initial plan. At the first half of 2016, Glassdoor had dropped the ball but I am happy to say that they have picked it up and are running hard toward the goal line. I love this company and am so proud to be part of a an org that REALLY LISTENS and WANTS TO DO RIGHT by it's employees.

      Cons

      Our biggest strength is our biggest weakness: we are a start up. Start up means that sometimes things are humming and jiving and other times things are broken and disorganized. Career Development and Training could be improved. Processes are a work in progress. We have been iterating for a few years so innovation to product and positioning is welcome. Although there are things to be improved, if I've learned anything in the 10 years I've been in the workforce and the 3 years I've been at Glassdoor, it's that things are not always perfect. I've also learned that really great companies and wonderful leaders seek to learn from those not so perfect times to make the organization better moving forward. Glassdoor and our CEO does that.

      5.0
      Jul 6, 2016

      A Breath of Fresh Air

      Anonymous employee
      Recommend
      CEO approval
      Business Outlook

      Pros

      There's so many good things that Glassdoor is doing right now to keep true to company culture while continuing to expand and grow. 1. Work/life balance is amazing. 2. The growing team in Chicago has hit the ground running and is working tirelessly to make Chicago the next big staple for Glassdoor and it's very fun to be apart of that. 3. Management here really cares about you and your career growth here. 4. Lots of free food and snacks. 5. Working for a company where people truly believe and value the what they're selling makes so much difference. There's so much passion for Glassdoor and that really shows across the board.

      Cons

      There aren't too many true cons I can think of right now. Everything I would consider a con would fall under the "growing pains" category. Expect there to be a learning curve with the job and a learning curve with the whole Chicago operation, it only started in January 2016. We can't have dogs in the office would be the only true con I can think of.

      avatar
      Glassdoor Response
      9y
      Thank you so much for this incredible review! As someone who has been with Glassdoor through thick and thin--and across the country--I could not agree more. We are at a point as a company where our rapid growth is impacting us in positive ways. Like any company of our size & stage, we are working through growing pains that leadership in Chicago (and throughout our four other offices) are consistently working to address. When we as employees offer our feedback, it helps provide transparency to our leadership on where we’re getting it right but also where we can course correct. As for the no dog policy, we are a bit limited by policies in our current building, but we are doing our best to not forget our four-legged friends--just check out our new Pet Wall! Our culture across the company, but especially out here in Chicago, is hands-down the strongest of any workplace I've seen and we truly value everyone who works here. We are continuing some long-held Glassdoor traditions, as well as the Buddy Program, so that our new hire classes feel at home and ready starting on Day 1. Glassdoor Chicago is not only here to stay, it’s here to make powerful difference. Glad to have you as part of the team!
      Viewing 79 - 81 of 1,113 Reviews
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      Glassdoor has 1,269 Glassdoor reviews submitted anonymously by Glassdoor employees. Read employee reviews and ratings on Glassdoor to decide if Glassdoor is right for you.