RUN AWAY FROM CUSTOMER SUCCESS - Anonymous employee Glassdoor Employee Review

Dear Chicago CSM Thanks for taking the time to share your perspective and sorry for the delayed response at my end. I would want you and all of our CSMs to feel that you’re getting the support that you need from your Manager. To the extent you don’t believe this is the case, I hope you’ll take the opportunity to share feedback on what is missing with them directly, their Manager, our Senior Director of CS or myself. “Manager” was among the highest rated dimensions in our last engagement survey for CS, so I would hope that we can address the root cause of your concerns here. In relation to the transition of CSMs roles to non-exempt, I understand that moving to hourly-pay is a change that will take some getting used to. This should not reduce your annual earnings (it could actually increase due to overtime) and now that we have implemented open-PTO for all non-exempt roles, you won’t be disadvantaged in relation to potential vacation time. Regarding the existence of a pay differential between Sales and CS, I can understand your concern. Sales and CS are different functions and the market data that I have seen indicates that a difference in pay is typical for these roles. You have my commitment to continue evaluating the magnitude of the difference and more broadly, to ensure that CSM pay is both fair and motivating. Chris, VP Customer Success