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Illuminate Education Customer Success Manager Reviews

Updated Dec 7, 2020

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1.7
16%
Recommend to a Friend
16%
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Illuminate Education CEO Christine Willig (no image)
Christine Willig
9 Ratings

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  1. 5.0
    Current Employee, more than 5 years

    Bringing Teachable Moments to Light!

    Sep 2, 2019 - Customer Success Manager 
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Illuminate is a great place to work. We are growing and serving our schools with new offerings to ensure success for all.

    Cons

    Growth requires change. It's a business and you must be able to adapt to a changing culture to succeed.

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  2. 1.0
    Current Employee, more than 5 years

    Just a terrible experience with a nice dash of sexism

    Dec 7, 2020 - Customer Success 
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Working remotely is a pro

    Cons

    Lazy leadership leads to poor decisions and tribalism from top to bottom. If you want to hide out and do nothing, no one will notice as long as you talk a big game and kiss the right butt. Working hard does nothing because no one will notice that either. Basically, you have a lot of people clinging onto the roles they held in their company before they were bought up by this one that are both inept at learning new things and terrified of being made redundant in the next round of layoffs. And there will be layoffs, they happen every time a new company is bought and usually amount to the exact same number of people that will be brought in the week after the cuts are made. So buddying up to your old pal and creating pacts/factions is really the only way to ensure surviving another day here. If you like playing “Survivor “ this is the place to be... You get all the back stabbing and manipulating that is normally only seen on tv. This is real life folks and the daily grind is to be under paid, and over looked.

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    13 people found this review helpful
  3. 1.0
    Current Employee, more than 5 years

    UPDATED Review - Giant Steps in the Wrong Direction

    Jan 25, 2020 - Customer Success Manager in Irvine, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    - The outstanding colleagues (some of whom I would consider family) that haven't been fired, laid off or quit out of frustration - Flexibility for remote work - Product, at least the ones that are still actively supported

    Cons

    If you're thinking of working here, do yourself a favor and filter these reviews by Date. You'll notice exactly what the cons are. Here's my summary: - Executive leadership lacks company vision/goals, transparency, and compassion. It's truly sad to see a company that was steeped in employee culture, care for ALL clients, and dedicated mission navigated off a cliff. - The above listed cons can be further broken down. Let's start with company vision/goals. There is a lack of what the "big idea" is, other than making profit. - Lack of company culture. Frankly, I'm quite surprised at how quickly it went from a supportive and employee-centric environment to a rigid hierarchy dictating what/when/how to perform our job responsibilities. - I didn't go to business school but understand that layoffs are a sad reality of mergers. But laying off folks with deep product knowledge and training experience, prior to strategic time(s) of the year is downright irresponsible. This decision has impacted clients and ultimately, the students (our most important clients, in my opinion). The con is a client-facing team that no longer have end to end knowledge of products.

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    20 people found this review helpful
  4. 2.0
    Current Employee, more than 3 years

    One-legged Megazord

    Jun 20, 2019 - Customer Success 
    Recommend
    CEO Approval
    Business Outlook

    Pros

    The teamwork and dedication of the client-facing side of the company is inspiring, and the shared personal commitment to teacher and student success as we work hand-in-hand with clients energizing. The company was built on this commitment to children and the professionals who serve them, and this heart and deep team culture is why most of us came to work there.

    Cons

    Since the Megazord merger, the CEO has demonstrated a lack of understanding of what makes Illuminate unique, and SaaS in general. One has to wonder if she has so much as tried to use the software outside of content. Recent layoffs have seen our deepest customer-facing talent and most gifted CS and professional leadership summarily dismissed, while retaining a bloated management bureaucracy with unclear roles.

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    31 people found this review helpful
  5. 1.0
    Former Employee, more than 3 years

    No longer in it for the educators

    Jul 1, 2019 - Customer Success 
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Most of the team is comprised of passionate and driven people. I've made some life long friendships here.

    Cons

    After the large lay off of some really key people, it has become clear that customers are no longer the focal point of the company. Purging those that were key points of contact for clients or pivotal people that kept clients happy and expecting already stretched-thin employees to pick up that slack, does not in instill confidence in clients that they will receive any level of care that resembles satisfaction. Not to mention the fear the remaining employees have of being offed at any moment. Trusting the word of the CEO is long out the window when all promises of any kind seem to be met with fingers crossed behind her back.

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    19 people found this review helpful
  6. 1.0
    Current Employee, more than 5 years

    Leadership heading company in wrong direction

    Apr 19, 2019 - Customer Success in Irvine, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Founded on mission to help teachers and students.

    Cons

    New leadership has little understanding of what makes the business different from other SaaS companies. Educators don't like being "sold" to all the time, especially when the market is full of options and many are free, and they expect client-facing folks to know K-12 education well. Not sure what the new company focus/vision is actually founded on, or that anyone really even understands it.

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    36 people found this review helpful
  7. 5.0
    Current Employee, more than 5 years

    Dime a Dozen

    Jul 19, 2018 - Customer Success Manager in Irvine, CA
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Core of company values is about helping students and the company truly practices that. As we grow there might be challenges, but the make up of illuminators are hard working, invaluable, smart, humble and dedicated people. With that, positive and big change are always upon us!

    Cons

    Growing often creates change and that provides less transparency, which is different than how the company operated in the past. Consistency is key and now decision makers have to make decisions so teams know how to best operate.

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  8. 5.0
    Current Employee, less than 1 year

    Customer Support Manager

    Jul 27, 2018 - Customer Success Manager 
    Recommend
    CEO Approval
    Business Outlook

    Pros

    This company is filled with the most friendly people I have ever had the pleasure to work alongside! They care about your unique qualities and try to maximize your individual strengths.

    Cons

    None that I can speak of!

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  9. 5.0
    Current Employee, more than 1 year

    I have the MOST teammates ever!

    Jul 19, 2018 - Customer Success Manager in Minneapolis, MN
    Recommend
    CEO Approval
    Business Outlook

    Pros

    Everyone I work with, every day wants to impact the lives of students for the better and celebrate the work of teachers! Who could ask for a better environment to work in?

    Cons

    Not much I can think of.

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