Unfortunately, as the company has grown, many things have fallen through the cracks making it a very difficult place to work particularly in the Customer Success area. The new leadership (in particular an individual mentioned in numerous other reviews) that was brought in has negatively impacted the employee experience and driven many veteran employees to leave taking with them their wealth of knowledge. This individual's lack of strong leadership and inability to lead by example has left the entire GTM org in a fragile state. They have also brought in other leaders who do not fit the culture and are very out of touch with their teams. Clearly, they have noticed these negative reviews and encouraged employees to write positive ones on the contrary for this specific individual.
There is no focus on promoting career development/growth internally as internal promotions are held to a completely different standard than external hires. This makes it extremely difficult to grow in your career and feel valued for the work you are doing. There is little recognition for certain teams particularly within Customer Success. It seems as though the new leadership’s goal is to outsource this team entirely. Advocating for yourself is hit or miss because it can put a target on your back.
It took leadership months to address the Support ticket backlog and only after most of the team left did they make necessary changes. This impacted not only the customers, but all customer facing teams. The company ended up needing to swarm when things finally came to a front. It was a failure of process, leadership and trust. It also created a lot of internal conflicts that negatively impacted the culture.
The company has failed to adapt their values and has a value of “assume good intent” which neglects the impact people’s actions have on others. When giving upward feedback I was constantly shut down and told to “assume positive intent”. Particularly the new leadership, who have been through the leadership training mentioned here, are defensive and unwilling to listen to tenured employees and absorb their knowledge. The divide between “the top” and individual contributors has never been bigger.
HR was useless even when things were brought to their attention as problematic. They seemed unconcerned with the turnover and encouraged incredible, valuable talent to leave if they were unhappy rather than spend time improving the culture and acting on the feedback they received from employees.
