Chaotic And Unprofessional Management - Customer Success Manager Contractbook Employee Review

Hello 👋 Thank you for taking the time to provide feedback on your experience at Contractbook. We value the opinions of our employees and strive to cultivate a positive and transparent work environment. We're glad to know that you've had a great time with your colleagues and that our customers have been pleasant to work with. Regrettably, it still seems that we have a long way to go, so allow me to address some of the main points you’ve brought up more directly: 1. Management and Strategy: We’ve made some changes to our management group, including an entire rework of our sales leadership and the creation of a revenue department that aims to foster closer collaboration among all revenue teams including CS and Sales. This along with instituting MBO and KPI framework for our employees (including our management) should create more concrete accountability. In order to further hold ourselves accountable as a company, we've also hired an executive coach for senior management. We hope this will kick-start a positive trajectory where management will continue to strive to be transparent, direct, and honest in all communication and decision-making moving forward. 2. Compensation: Upholding the terms of compensation plans and contracts is not just a legal requirement but a reflection of our values. According to our records, all compensation and commission plans have been paid out. Please contact people@contractbook.com if there are any discrepancies in your records. 3. Feedback Dismissal: Feedback from all teams, including sales, is vital for us to continue evolving as a company. Unfortunately, we weren’t operating with a true “bottoms up” approach and for that we are sorry. Since you’ve posted this review, we now have a fully transparent company roadmap that’s accessible to all people to view on our company Notion page. This roadmap breaks down what’s currently being worked on, what’s planned for production and what is currently going through our discovery process. We also have a Slack channel where you can submit feedback and tickets for product improvements and suggestions to ensure we get better at logging all recommendations and actioning them. 4. Career Growth in CS: We believe in nurturing talent and creating pathways for career progression, and we’re sorry we didn’t do a good enough job. We now have clear roles and responsibilities mapped out. This, combined with a transparent MBO and KPI framework where every employee knows what needs to be done, we hope will continue to foster a transparent and open work environment. Should you be open to discussing your feedback in more depth, we would welcome the opportunity to understand this more comprehensively, feel free to reach out to the employee representatives or contact someone from the People Team. Thank you again for helping us recognise areas for improvement! Best Regards, People Team