Remote work benefits overshadowed by high turnover and low support - Supervisor, Customer Success SOCi Employee Review

I appreciate the company's strong focus on employee wellness and well-being. The company respects personal boundaries and encourages a healthy balance between work and life. Employees are trusted to do their jobs, creating a positive and empowering work environment.

.Like any growing company, there are areas where processes and execution can continue to improve. Cross-functional alignment and collaboration among leadership teams could be strengthened to improve decision-making and organizational effectiveness.

The people on the ground are great. There are many hardworking, talented individuals who do their best to support one another despite the internal challenges.

Product vs. Sales Gap: The product capabilities were overpromised, leaving the post-sales teams to deal with the fallout. Instead of a true SaaS offering, customers often treat the company like a service agency because the software doesn't reliably do what they expect. Customer Friction: Because of these product gaps, you are constantly dealing with unhappy customers. It’s a "whack-a-mole" situation with technical issues, making it nearly impossible to show long-term value. Internal Ghosting: When you need help with these customer issues, internal support is hit-or-miss. You’ll often find people talking in circles or simply ghosting you when things get difficult. Burnout and Turnover: Between the frequent reorgs and the stress of the product issues, morale is at an all-time low. Many people have either quit, been let go, or have had to take leave for mental health reasons. Pay was lower than industry average, so adding that to all the other issues above means it is not a sustainable place to work long term.