Avoid at all costs - Customer Success Glassdoor Employee Review

Favoritism, avoidance of conflict by disciplining anyone who speaks up, lack of rewards nor competitive comp (I hear they’ve also demoted all CS to hourly and taken away their unlimited PTO), I could continue. Glassdoor’s CS org is an absolute mess and has been for over a year. A certain Leader has dismantled the entire org and left countless employees in their wake. They rule with an “off with your head” mentality. A beloved and well liked leader before them was fired with seemingly no explanation until shortly after they assumed his role. Whatever lightheartedness and trust that was left in CS evaporated over the last six months I was there. After voicing concerns about my manager who was eventually terminated (which was a 16+ month ordeal the CS team had to deal with I won’t get into) I had the misfortune of being on said leaders radar. Our team never had KPIs, and it was always said to be something that was coming. In a team meeting said leader announced they would need “at least a year” to have solid performance metrics, once again postponing them. This was a turning point for me as they were extremely defensive and combative when we said it had already been almost two years without them. They just could not understand. No empathy. Fine, another year. Despite documented positive performance reviews up until this point, my final review was brutal which also meant I missed out on my bonus I worked hard for. Then I found myself being invited to a vaguely titled “meeting” with the leader at the end of the week at 2 pm. I was understandably very nervous. During the “meeting” they spent 40 minutes asking me repeatedly “what do you want to do?” badgering me in ways that felt like an interrogation instead of whatever they thought this “meeting” was. They told me things like “people” called me “toxic”. Yes, those words. When someone in a position of power speaks to you that way it has the ability to make you question a whole lot about yourself. It was the low point of my entire career. I felt sick that I’d somehow ended up at a company where they condoned this kind of behavior. Luckily I am experienced enough to know exactly what they were doing to try and get me to resign after I’d spoken up one too many times. I fear others may not have been able to take the insults. When I pushed back and asked the intention of the meeting and if they could understand how it would be jarring for a junior staff member to have a meeting with a leader added to their calendar with zero context - once again they were incredibly defensive and claimed I should have known it was coming. (I didn’t, I had some of the highest numbers on the team and great relationships at the office). I made up my mind to leave that day and leave I did, but it’s important I call out why. This is still happening. I know others have been called out as well. The lack of professionalism and blatant disregard for feedback has made for a horrible work environment that continues to deteriorate. People work in fear of having to answer to leadership or opening an email with another decision resulting in a major change with zero benefit to the employee. The irony of the company being “Glassdoor” is palpable. I know other departments are better, but I urge you to not join CS. They do not care about tenure, intent, merit, or grit - they only care about egos and bottom lines. I watched countless people leave and my biggest regret is waiting so long before I did myself. I kept thinking things would change and they did, just never anything but for the worse. Truly a nightmare.