Avis de Customer Success Manager chez HubSpot | Glassdoor.be

Avis de : Customer Success Manager chez HubSpot

Mis à jour le 31 mai 2019

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18 avis trouvés

4.0
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74%
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81%
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HubSpot CEO Brian Halligan
Brian Halligan
17 évaluations
  1. Utile (5)

    « HubSpot doesn’t care about its service org« 

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    • Culture et valeurs
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    • Rémunération et avantages
    • Équipe dirigeante
    Ancien employé - Customer Success Manager à Beverly, MA
    Ne recommande pas
    Point de vue négatif
    N'approuve pas le PDG

    J'ai travaillé chez HubSpot à temps plein plus de 3 ans

    Avantages

    The unlimited vacation and office perks like the barista are nice. My coworkers were smart and hardworking. Cross-collaboration - although strained from growing pains - is still achievable with the right channels.

    Inconvénients

    HubSpot’s Customer Success org is struggling. They’ve had high burnout in this role due to larger than average customer ratios (think 1:200+ in a bad quarter) and impossible targets. You can only offer a certain level of service at those ratios, which makes it impossible to hit target. This leads to high turnover rates, which causes even higher ratios. Instead of solving the problem, managers blame it on Customer Success...

    Dérouler

    Conseils à la direction

    Listen to the feedback of your employees. You’re going to be in a perpetual attrition cycle if you don’t take them seriously. You hired them because they’re smart. Take the manager “my employees are lazy” excuse for what it is: poor management.

    HubSpot2019-06-01

    Réponse de HubSpot

    June 4, 2019Chief People Officer

    This was a tough review to read, but thanks for sharing your perspective. A few notes: -The CS org is still very much growing to support our customers--I'm not sure when you left, but I think you would see/hear a lot of things this year that support our customers and the CS team ...

    Dérouler
  2. Utile (1)

    « A happy place with happy people« 

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    • Opportunités de carrière
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    • Équipe dirigeante
    Employé actuel - Customer Success Manager à Dublin, Dublin
    Recommande
    Point de vue neutre
    Approuve le PDG

    Je travaille chez HubSpot à temps plein depuis plus d'un an

    Avantages

    - Great work-life balance, no pressure if you feel like taking a day off or working from home - Very nice atmosphere around the office, there's everything you need from drinks, facilities & food/snacks - Open door culture, you can always talk to somebody when you need to - People are happy and don't complain about work like in many other companies, surely there are faults here and there as in any company but it's...

    Dérouler

    Inconvénients

    It can sometimes take a bit longer to progress in the company, mainly because it's so busy so days fly by, but moving to a different role or department isn't the quickest progression at Hubspot, which might actually be a good thing some times.

    Conseils à la direction

    Don't forget our values and why we're here, keep trust in the employees and have faith with them, that's what makes people feel appreciated and happy.

    HubSpot2019-03-20

    Réponse de HubSpot

    April 5, 2019Chief People Officer

    Glad to hear you're happy in DubSpot, I was happy to visit there this week as well, thanks for having me! I love that you call out our open door culture, and agree with you that we have to continue to give our employees trust and autonomy as we scale--I believe we can and will, but ...

    Dérouler
  3. Utile (7)

    « Revolving Door of Employees in Services Org« 

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    Ancien employé - Customer Success Manager à Cambridge, MA
    Ne recommande pas
    Approuve le PDG

    J'ai travaillé chez HubSpot à temps plein

    Avantages

    Awesome Diversity & Inclusion events and initiatives. Ample opportunities for inter-company networking. Good benefits and perks, such as: stocked kitchen with healthy food options, barista bar, etc. Friendly employees across all departments.

    Inconvénients

    Unfortunately, the environment in the Customer Success team does not align with the culture that HubSpot so proudly promotes. More often than not, CSMs work an unrealistic and unhealthy amount of hours in order to keep afloat. It is common to witness CSMs trying to one up one another by highlighting how much administrative work they accomplish in one business day and how quickly they manage their call volume and overall...

    Dérouler

    Conseils à la direction

    I second another recent reviewer's sentiment regarding manager abuses in this department and the lack of accountability placed on ineffective managers. One’s individual success, and overall happiness, can be negatively impacted by manager assignment. It's truly luck of the draw. There are great managers in this department as well, however, further research must be conducted as to why so many CSMs leave from particular...

    Dérouler
    HubSpot2019-03-13

    Réponse de HubSpot

    March 15, 2019Chief People Officer

    Thanks for taking the time to write a review, and sorry to hear that we let you down with your overall HubSpot experience. As you may already know, we have new leadership in Services and with it is a renewed focus on customer-centricity and creating a culture and environment that ...

    Dérouler
  4. « Robust Professional Development« 

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    • Équipe dirigeante
    Employé actuel - Customer Success Manager à Cambridge, MA
    Recommande
    Point de vue positif
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    Je travaille chez HubSpot à temps plein (depuis moins d'un an)

    Avantages

    HubSpot's learning and development (L&D) is like nothing I've ever experienced. They provide plenty of resources, feedback, and tools to help you ramp up, including very flexible and reasonable expectations and time to get comfortable in your role. What's more, it's a culture that never settles -- I loved the fact that a debate happened a recent holiday gathering among colleagues of what tools need to be improved...

    Dérouler

    Inconvénients

    The amount of information you're expected to know can be daunting, and while there are a lot of great resources, they can be scattered. You determine your success - if you don't adopt a Type-A POV on organizing your inbox, calendar, resources, and soundbites, you will fail. Period. (I was NOT coming into the role.) Depending on your role, it can also be tough to develop long-term relationships with customers because unlike...

    Dérouler

    Conseils à la direction

    We NEED to clean up the wiki. Also, the Academy/trainings are a little rudimentary... not only is the product getting more robust, but our customers are getting more savvy and more technical. It isn't a problem yet, but I think we can get more in-depth, which might require CSMs and ICs taking on less clients so they can devote more time to them. I like the Knowledge Base, but consolidating some of the repetitive articles...

    Dérouler
    HubSpot2018-12-12

    Réponse de HubSpot

    January 7, 2019Chief People Officer

    Thanks for the feedback, and for helping our customers grow on the Customer Success team. I think/hope you'll be energized by the work the Collaboration team is doing to continue to streamline the wiki experience, and that over time Learn@HubSpot will help curate content for professional ...

    Dérouler
  5. « Growing Better« 

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    Employé actuel - Customer Success Manager à Cambridge, MA
    Recommande
    Point de vue positif
    Approuve le PDG

    Je travaille chez HubSpot à temps plein depuis plus de 3 ans

    Avantages

    The company is aligned around the mission: to help millions of organizations grow better. I really feel like everyone that surrounds me is here to do that. The place is buzzing with innovation and excitment. It's fun to be a part of a company that truly cares about its customers and its employees. It is wildly transparent, which is refreshing. There are also tangible programs to make it a more inclusive (and diverse)...

    Dérouler

    Inconvénients

    Sometimes career growth as a CSM can be challenging. Ultimately, you are the owner of your own growth and development (which is great!), but once you get up to a certain place, there is no longer a set path to grow (skills, compensation, responsibility).

    HubSpot2018-10-08

    Réponse de HubSpot

    October 9, 2018Chief People Officer

    Thanks for the feedback and for helping our customers grow better on the CSM team--our customers rely on your support and help to succeed with our product, so thanks for the review and the callout of being wildly transparent! -Katie

  6. Utile (2)

    « Great personal and career development« 

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    • Opportunités de carrière
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    • Équipe dirigeante
    Employé actuel - Customer Success Manager à Singapour
    Recommande
    Point de vue positif
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    Je travaille chez HubSpot à temps plein (depuis moins d'un an)

    Avantages

    - Incredible pace at product development and innovation, I've not seen a tech company until HubSpot that has product sprints going out on a DAILY basis. [Super important for any tech company to be ahead of the curve and thinking about setting the industry benchmark for what's next] - Everything is in the Wiki. From the latest marketing experiments (which in my opinion, are pieces written 10x better than any you'd find...

    Dérouler

    Inconvénients

    One of the biggest cons of a big company is that there are cliques and silos formed within teams. Humans tend to gravitate toward similar people with similar experiences. One of the ways we deal with that is to play musical chairs and physically move people around at their desks so different teams get to be near each other.

    Conseils à la direction

    Really love what you guys are doing with making investments for the future, ensuring that HubSpot is a great company to work for, a product that is world-class, and somewhere that people can feel proud to be associated with.

    HubSpot2018-06-02

    Réponse de HubSpot

    June 5, 2018Chief People Officer

    Thanks so much for the thoughtful review from SingSpot!! I'm so grateful for your hard work to help the company grow in Singapore and throughout APAC, and I adore the SingSpot team. I agree with you on the insight and innovation that happens here, and appreciate your callout on marketing ...

    Dérouler
  7. Utile (7)

    « Beware of Manager Abuses« 

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    • Équilibre travail/vie privée
    • Culture et valeurs
    • Opportunités de carrière
    • Rémunération et avantages
    • Équipe dirigeante
    Ancien employé - Customer Success Manager à Cambridge, MA
    Ne recommande pas
    Point de vue positif
    N'approuve pas le PDG

    J'ai travaillé chez HubSpot à temps plein plus d'un an

    Avantages

    The company offers an incredible culture and worklife balance.

    Inconvénients

    The company allows a lot of manager abuses to take place and go unchecked. Depending on the group you are in, this isn't a place to truly grow your career unless you're willing to spend significant time.

    Conseils à la direction

    Listen to your employee complaints.

    HubSpot2018-02-11

    Réponse de HubSpot

    February 12, 2018Chief People Officer

    This is a tough one to read, I'm sorry to hear your experience with us was less than stellar. We investigate every single employee claim as it relates to accusations of mismanagement, so I strongly refute that we allow any claim to go uninvestigated and followed up on, but nonetheless ...

    Dérouler
  8. Utile (3)

    « Tons of Opportunity« 

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    • Équipe dirigeante
    Employé actuel - Principal Customer Success Manager à Cambridge, MA
    Recommande
    Point de vue positif
    Approuve le PDG

    Je travaille chez HubSpot à temps plein depuis plus de 3 ans

    Avantages

    Great company vision and leadership team in place to execute. Bright future ahead

    Inconvénients

    There is a lack of accountability in sales org, see below in advice to management

    Conseils à la direction

    Overall, HubSpot is an amazing place to work and I generally have all good things to say. Here are my two biggest pieces of advice/feedback on how we could improve: 1) More accountability within the sales org. Repeated mistakes, incompetency and sometimes deliberately misleading prospects goes un-noticed or no one cares. The services team is left to clean up the mess time and time again. If that many mistakes were...

    Dérouler
    HubSpot2017-12-06

    Réponse de HubSpot

    December 7, 2017Chief People Officer

    Thanks so much for your review and for helping our services team grow and our customers thrive. I'm not in the loop on some of these issues you've highlighted with regard to sales in particular, so I will add it to my list to discuss with Alison given her new role and help work with ...

    Dérouler
  9. « So Much Opportunity to Learn« 

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    • Équilibre travail/vie privée
    • Culture et valeurs
    • Opportunités de carrière
    • Rémunération et avantages
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    Employé actuel - Customer Success Manager à Cambridge, MA
    Recommande
    Point de vue positif
    Approuve le PDG

    Je travaille chez HubSpot à temps plein depuis plus d'un an

    Avantages

    There is always so much going on and so many opportunities to learn. HubSpot is fast-paced and always trying new initiatives, which means there is a lot of opportunity to get involved in those initiatives. Future plans are shared from the top and there is always a positive energy around what is coming next. It is a great place to learn business strategy and be involved in decision making that will have a material impact....

    Dérouler

    Inconvénients

    Very metric-driven, which is important, but it can sometimes feel like we are so focused on data that we are looking at data just for the sake of data.

    Conseils à la direction

    The high level of autonomy for individual contributors is one of the most striking components of working at HubSpot. Keep that in mind as we grow, and don't sacrifice it.

    HubSpot2017-11-22

    Réponse de HubSpot

    November 22, 2017Chief People Officer

    Thanks for being part of our customers' success, I'm deeply grateful for all the hard work our services team does to help our customers grow during their time with HubSpot, so thanks for your impact and your review. Good push on the IC's--we will continue working to make being both ...

    Dérouler
  10. Utile (1)

    « Best place I've ever worked - a scale-up that legitimately cares« 

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    Employé actuel - Customer Success Manager à Portsmouth, NH
    Recommande
    Point de vue positif
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    Je travaille chez HubSpot à temps plein (depuis moins d'un an)

    Avantages

    -HEART is completely legitimate (look up the slide deck if you aren't familiar), HubSpot ties everything it does (both internally and for customers) back to the goals/core values -Walking into a meeting is empowering yet humbling - picture 5 of your smartest friends in the same room together having an engaging and respectful dialogue (that's what it's like to come to work - hint: Monday's suck a lot less than you might...

    Dérouler

    Inconvénients

    -I do not have a single negative item. I am a reasonably new employee so in time this might evolve but everything to date has reinforced that this place is an unreal incredible to work for

    Conseils à la direction

    Please keep doing what you're doing.

    HubSpot2017-10-16

    Réponse de HubSpot

    October 18, 2017Chief People Officer

    Well this is exciting--the first-ever Glassdoor review from a Customer Success Manager in Portsmouth! I'm delighted to have our services team growing in Portsmouth and couldn't be happier that you're both on the team and took the time to share a review so we can recruit and grow more ...

    Dérouler
18 avis trouvés