Incompetent CX leadership - Anonymous PatientNow Employee Review

Leadership LISTENS! They listen to you (as an employee) and to their customers, constantly looking to improve based on that feedback. I love my manager, and it's truly one of the most motivating workplaces. My projects are all high impact, and I always feel seen, heard and I'm actually trusted to do my job. Also, great work-life balance. I would be friends with most of these people outside of the workplace. Next year feels even more exciting with the developments. This is a generally stable company that's looking to keep both momentum and growth.

Some teams seem a little less enthusiastic than mine.

Remote work. Opportunities for lateral movement

The company changed a lot over the last year, especially after the Recura acquisition. Workloads got significantly heavier, but instead of backfilling people who left, responsibilities just kept getting redistributed to whoever remained. There became this unspoken expectation that everyone should just work well beyond 40 hours a week to keep things afloat, without additional compensation, tools, or recognition. One of the frustrating parts was that leadership asked for employee feedback through surveys, and the biggest issue people raised was bandwidth and burnout, but nothing really changed afterward. If anything, things worsened. Then there was a pretty rough round of layoffs/RIFs that hit people who had been there forever, including some really talented and respected employees. A lot of middle management and top performers left too, either because they were burned out or didn’t agree with the direction leadership was taking things. Keri and the c-suite do a good job acting like they care. They say all the right things but then promote the opposite. And middle management is too afraid to push back anymore. The culture also shifted in a way that felt a lot more fear-driven than collaborative. It became very “do more with less” with a forced positivity vibe from leadership, while a lot of teams were struggling behind the scenes. There was a noticeable disconnect between what employees were experiencing day-to-day and how leadership talked about the company publicly. They act like we’re the market leader, when we’re not. And a lot of the industry thinks we’re a joke now. Historically, PatientNow had a strong reputation in the aesthetics industry, good partnerships, and decent thought leadership. Lately it felt more reactive and scattered. The Recura product itself was pretty buggy, and instead of doubling down on improving the flagship platform and customer experience, there seemed to be constant context switching and fire drills. It’s like we’re doubling down on bad investments. I also heard a lot more frustration from customers and partners than I used to at events. if you’re looking for stability, healthy leadership, strong culture, or good work-life balance, I’d be cautious. It’s just not the same company it was a couple years ago.