A lot of noise and not enough innovation - Customer Success Manager Glassdoor Employee Review

Dear Glassdoor CSM, Thanks for taking the time to leave a review - sorry it has taken me a little while to reply. It’s great to hear that your experience with your colleagues and Manager at Glassdoor has been so positive - I do think this is something which sets the CS organization apart. As our business evolves, I agree with you that product innovation is critical. There’s a strong understanding of this within Product and they have set an aspiration of making two significant releases each year going forward. It’s certainly important for Product to maintain a strong connection to the customer experience and I do think these linkages could be improved. I'm talking to our CPO about how we might approach that. I can see how making changes to CSM KPIs could be tiring and while I believe there is still room for our metrics to be enhanced, I’m mindful of “change fatigue” and understand the desire for greater consistency. I know that reporting is a pain point for CSMs which has taken time to address - Sales Ops recently deployed new reports to CS Managers which we hope will help, but it’s early days and we would welcome your feedback on the sufficiency of what has been deployed. Sales Insights have also launched a multi-period effort to improve tool performance and are trialing new automated reporting which could significantly reduce the need for manual deck building in the second half of the year. I appreciate your perspective on the importance of making time and space for personal connections and I think we could all do with fewer meetings. Within the CS leadership group, we’ve been actively working on investing more time in connecting, coaching and supporting our teams, but I think we still have a ways to go. I hope you’ll keep us posted on how we’re doing. Chris, VP Customer Success