The interview process for this position is not entirely accurate. The position is presented as an account management type role when in actuality it is more akin to a call center. CSM's are expected to provide live, real time support via chat with up to seven clients at once while managing a queue of email requests.
The management in CS is struggling hard to adapt to these changes and as such the turnover is outrageous. I can only speak for the CS department but the morale is so low that coming into the office was unbearable most days. This is largely due to the stress and pressure of knowing that you are going to clock in, work for nine straight hours, and then clock out. It was very common in my time at AppFolio for people to work through lunch and stay late daily. In the interview process they stress the culture is about a healthy work life balance but in my experience this could not be further from the truth.
Compensation is very low compared to market standards, but the benefit packages offered are very generous. In the AppFolio culture discussing compensation with management is extremely taboo and there were no scheduled merit increases or bonuses. If you discuss your compensation you will be mocked for bringing it up, just a fair warning.
The office is very cliquey and if you're not in with the top people in CS you have no chance of forward progression. Honestly though, if you are money motivated the forward progression here is not for you. No one is getting rich at AppFolio. To me, this is a job for people fresh out of college, not for someone looking to build a career. This could be a great chance to get some experience on your resume and be a great learning lesson for your future career aspirations.
Not to rag on management and leadership, but when I left the department was in absolute shambles. There is not a lot of direction and there is not a lot of quality control. You either sink or swim and I think that if people had a clearer understanding of what this role actually is, they would be able to get more quality people in instead of having the insane turnover that they are experiencing.
