Slippery Slope of Grow - Customer Success Grow.com Employee Review

In my entire time at Grow, the CS team was bizarrely ignored when we brought up issues with the platform and bugs that were serious pain points for customers. As the face of the company, one would think that CS would be taken a lot more seriously, but that was never the case. The product languished in mediocrity for months with Grow bleeding customers, and by the time anyone decided to do anything about it, it was too late and a large number of incredibly talented and quality people were laid off so that there would be room in the budget to focus on product performance and making essential fixes. The most baffling part throughout all of this? The beefing up of the growth/marketing team who put out campaigns laden with trendy buzzwords in a time where the company should have been focused on fixing what was broken and maintaining their existing customers who were becoming more and more frustrated with the product each day. I think that team is probably one of the biggest at Grow now as they remained oddly untouched by the layoffs while the CS team (again, the face of the company) was cut in half. There was little to no focus on maintaining existing features. It felt like one half baked feature would be released with promises that it would make the customer experience so much better, but would quickly be forgotten as the product team pivoted to yet another new feature with more of the same promises. Whenever concerns about these features were brought up it always addressed with "well, we don't have the bandwidth to work on it right now since our focus is on this new feature that's in development." I eventually grew conditioned to not asking about broken things and either avoided them entirely and advised customers to do the same or used workarounds. This was partly due to the product and development team having nothing in the way of guidance from a CTO, or upper level leader.