Toxic Work Environment, Constant Changes - Customer Success Manager Diligent Employee Review

1.0
4 Nov 2025
Recommend
CEO approval
Business outlook

Pros

Good Learning Opportunities (but at what cost?) – You will learn a lot, mainly by being thrown into the deep end with little support or direction. If you thrive in chaos, maybe you’ll take something positive from the experience.

Cons

Constant, Directionless Changes: Nothing stays the same for long — not your accounts, not your processes, not even your manager. Teams are shuffled around with zero explanation, and employees are expected to adapt overnight. There’s no structure or stability. Just when you get comfortable, leadership rolls out yet another “strategic change” that makes no sense on the ground. Toxic Leads Across Teams: This is one of the biggest red flags. Several team leads operate with a toxic, authoritarian attitude — micromanaging, belittling, and making decisions based on favoritism rather than merit. Instead of leading, they demotivate. Constructive feedback doesn’t exist here; it’s all about blame and control. Many talented employees have left simply because of the constant pressure and disrespect from these so-called “leaders.” Unpredictable Shift Timings: Expect your shift to change anytime, often without notice. Management seems to think employees have no personal lives or boundaries. There’s no consideration for work-life balance — only the company’s convenience matters. Planning anything outside work is almost impossible. Frequent Outages and Poor Infrastructure: Product outages are a recurring nightmare, and employees are left to clean up the mess. Customer frustration lands directly on the team, with little to no support from management. When systems go down, accountability disappears, but the pressure on employees only increases. Lack of Respect for People: Employee well-being is clearly not a priority. Requests for reasonable flexibility, personal time, or even fair feedback are ignored. Decisions are made top-down, and if you question anything, you’re labeled as “not adaptable.” Disconnected and Indifferent Management: Upper management seems completely out of touch with what’s happening on the floor. They talk about “values” and “culture,” but actions say otherwise. Leadership changes direction so often that no one trusts the process anymore. Toxic Work Culture: The combination of erratic decisions, and poor communication creates a deeply toxic environment. Morale is at an all-time low, and people are either mentally checked out or actively looking to leave.

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Diligent Response
6mo
Thank you for sharing your feedback. We appreciate the time you took to provide detailed insights, and we are sorry to hear that your experience did not meet expectations. At Diligent, we take concerns around planning, leadership, work-life balance, and recognition very seriously. Feedback like yours helps us identify where improvements are needed and informs ongoing efforts to strengthen leadership practices, clarify processes, and create a supportive environment for our teams. We remain committed to investing in capable leadership, better planning and execution, and initiatives that promote employee well-being and recognition. We also encourage current and former employees to share additional feedback or suggestions through HRConfidential@diligent.com so we can address concerns directly. Thank you again for providing your thoughts.

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26 Jun 2026
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Pros

Decent pay, unlimited PTO and good benefits

Cons

Leadership will tell you want you want to hear to keep you focused on being a BDR instead of helping you get promoted. Majority of AE type roles are not posted internally and do a ton of external hiring instead of promotions.

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