Great Company if you're not in the Customer Success Department
Pros
Benefits were really good, specifically healthcare benefits. The dress code was casual, which was nice. When in office, the free snacks and drinks were a great perk. If you don't like being hand-held and work well under stress and autonomously, then the work environment at AppFolio would work for you. If you're just out of college, looking for experience, this job isn't a bad stepping stone; however, it is a combination of an IT Help Desk/Call Center job than actual Account Management position. If you go into it with that expectation, then you at least won't be terribly disappointed.
Cons
The Customer Success (CS) department got the short end of the stick constantly. There was definitely the typical, "sales people over-promise features or outright don't know the product so they promise customers features that won't ever exist to get clients to sign" situation. Then those in the Customer Success department had to deal with the fall-out, which was usually an upset client. Favoritism wasn't blatantly obvious, but it existed. It could also be cliquey at times - both with management and within the CS teams. Management also made a lot of promises by dangling the carrot of a raise or promotion if you did X, Y, and Z, with no follow-through. The asks would get incredulous and when/if you meet the metrics, nothing would happen (majority of the time). I personally overheard a client use racial slurs and profanity with a teammate and we were told by management the client would have to "threaten our lives" in order to drop them as a client. This client was the definition of a bully and we were expected to continue working with her, despite the abuse (granted, not all clients were like this, but that was a truly appalling situation). When working in the Dallas office (pre-quarantine), we were also outright asked to input five-star reviews by management because former employees were inputting bad reviews. By the time I quit, I was one of a handful of people who had actually worked there longer than a year. Turnover was frequent, so many of the people on the phones/assisting customers had very green/little product knowledge. More senior team members were expected to help them and mentor them, all while hitting pretty outrageous metrics in the same breath. (Isn't that something a manager should have been doing)? Work/life balance was talked about; however, in CS that didn't exist if you wanted to keep your job and meet your daily/weekly metrics. Many people (including myself) didn't take actual lunch breaks in order to meet said metrics. At the time, those included a specific number of phone calls per day/week/month, a certain number of cases closed, specific number of emails/communication sent, etc.
