Smartsheet reviews

There is zero confidence in senior leadership at the organization. The model change has been a complete debacle from the top down for clients and the Smartsheet teams trying to support their transition. Decisions were obviously made in an ivory tower with little to no input from anyone close to the product or clients' needs. As the debacle has unfolded, senior leaders are over-correcting and negotiating against ourselves while completely disregarding the difficult conversations we've had with clients as we tried to navigate the initial transition to the new model with them. The sales team is sacrificing credibility and earnings while the executive team claims to have "thought about all of these challenges while producing the comp plans accordingly". We're now cannibalizing near-term AND future revenue opportunities to keep a subset of clients happy. I acknowledge the balance and correction that was needed for our clients, but our senior leaders have completely disregarded the value that the new model brings and the work that we've put into helping clients understand. I applaud the decision to pause some of the 'true-up' motion because of how broken the technology is, but we continue to chase our tails and react when input from the client-facing positions could have prevented a lot of this.