Very very disappointing - Customer Success Glassdoor Employee Review

Dear CS Alum Thank you for taking the time to share your perspective. I’m glad that your time with Glassdoor CS was positive overall. I agree with you that it is really the people which sets Glassdoor apart from other companies. Within CS, we have been very fortunate to find and bring together a group of people who truly care about their work and - more notably - about each other. It has been very upsetting to say goodbye to so many good people in the recent layoffs and I don’t disagree with you that Glassdoor will not be the same going forward. But I also believe that we can grow through this, that this moment does not ultimately define us and that we have the opportunity to once again be a great place to work (albeit different to how we were in the past). It is clear that the impact of COVID-19 on our business and the resulting need for company layoffs caught you, and others, by surprise and I’m sorry that you were personally impacted. Unfortunately, COVID had a much faster and more significant impact than we had anticipated. I hear your feedback and agree that we could have been clearer at communicating the acute impact on global hiring and the resulting risks for our business. In relation to pay, Glassdoor has defined pay-bands for each role and level in the company, defined by location. Within CS, your position in the pay-band is a function of your prior experiences and demonstrated performance in the role. Linked to this, it is possible for individuals in the same role to have different levels of compensation. Pay-bands are reassessed annually by our HR team, including a review of job descriptions, and benchmarked against “the market” for companies of our size and industry. As the leader of CS, I’m very conscious that our overall employment offering - inclusive of pay, benefits and the experience of working at Glassdoor - must continue to improve if we aim to attract and retain the best people. Lastly, I was concerned to hear your feedback in relation to difficult conversations with CS management. What you’ve described isn’t consistent with the culture of our team or the expectations that I have for our leadership group. I would encourage you to contact me directly to discuss this further, or if you prefer, you can also reach out to HR. Thank you for being part of Glassdoor CS. I do wish you all the best for the future. Chris, VP Customer Success