Onfido Customer Success Manager Reviews

Updated 1 Jan 2018

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4.4
84%
Recommend to a Friend
100%
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Onfido CEO, CoFounder   Husayn Kassai
Husayn Kassai
4 Ratings
  1. Helpful (2)

    "Best Company I've worked for"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Success Manager in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Onfido full-time for more than a year

    Pros

    passionate and smart team always willing to help. Onfido is the place to be if you want a company that cares about you. The People Team and cofounders spend so much time looking after the employees. Ask anyone from the team the best thing about Onfido and they will say "people" or "culture". also career opportunities, myself and my peers have joined in one role and transitioned to another one as we grow. company cares about careers. good pay vs other startups

    Cons

    nothing comes to mind. fast growing so if you don't like that you may be better suited to a larger company which is more steady.

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    Onfido Response

    April 2, 2018Cofounder & COO

    Thanks so much for taking the time to write a balanced review. And agree with the "fast-growing" comment - it can take some getting used to for those new to startup life.

  2. Helpful (2)

    "great company, loved working there"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Manager in London, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Onfido full-time for more than a year

    Pros

    great staff great benefits learning a lot good direction

    Cons

    can't think of anything much

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    Onfido Response

    January 1, 2018Cofounder & COO

    Thanks for the review, glad you enjoyed your time here and learnt a lot :)

  3. Helpful (8)

    "Customer Success Associate"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Success Manager 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Onfido

    Pros

    I think working at Onfido is great. To be honest, I don't understand the negative reviews. Yes, customer success is repetitive and the buck stops with us, but that's to be expected in any junior role. But I do think the company does put a lot of effort into career development once we've been here for a 9 months to a year. People who started with Customer Success are now working in compliance, finance, account management, team leads, etc. Anyway, rant over. Other benefits have mostly been said: Great office Generous cofounders - invest a lot of time (onFridays etc) and money (socials and office environment) in the team to make it a good place to work Smart Team Diverse Workforce Ambitious Vision Most Importantly the management team have acted swiftly to try address the issues that people have commented about on Glassdoor which is nice to see.

    Cons

    All the usual Cons you get with a junior role: repetitive work, low starting salary (but we just got pay rises) Company is generally great if youwork in a interesting role

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    Onfido Response

    May 28, 2018Cofounder & COO

    Thanks for this review!

  4. Helpful (26)

    "Glamorous on the outside, concerns on the inside"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Manager in London, England
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

    I worked at Onfido full-time for less than a year

    Pros

    Employees are vibrant, down to earth people Free Snacks and Drink Company Socials Access to excellent working space away from our workstations Pool table

    Cons

    Having looked through other reviews, I agree with incredibly honest nature of what has been told. Onfido is a young company which prides itself on being the next big innovation. From the beginning of the hiring process to the exit interview, the team are consistently being told about how we are 'The best and brightest and being hired here shows how special we truly are' The honest truth of the matter is that whilst the majority of the hires are those who are incredibly well educated, we as operators (Specifically in the Customer Success/Operations team) are often undermined with laborious and mind numbing data entry that could be completed by someone who has simply completed their A-Levels. Role and Career Progression: The role is advertised as a position where you will operate as an operations team member, before cutting out your own niche within the company, whether it be via team progression or via cross placement (Operations to HR for example). However, only those who meet specific requirements are truly able to move. So what are the specific requirements? It is not hard work or great ideas that get you moved. No, it is one of the following things: - Threaten to leave the company after being frustrated in your current role - Being best friends with one of the hiring managers (This is prevalent in Customer Success especially) - Constantly blaming others for issues that occur so that not only are you 'Helping the SMT fix issues' but also by whistleblowing, you are seen as 'Team First'. That also leads to the hilarious notion of a 'flat hierarchy', which apparently existed back when there were 50-60 people but now it is anything but. Yes, you can raise questions and have your opinions taken into consideration, but they consistently are not taken into consideration due to some in the SMT believing that if they did not come up with it, then it is not a good idea. Salary: This then leads to salary. £20k is ridiculously low within London for someone who is meant to be the 'cream of the crop'. Other firms offer far better packages, but Onfido's hiring team are brilliant at putting up smoke and mirrors with items such as Share Options, gym memberships (Which the majority of us never used), great career progression and a consistent iteration on 'You will be recognised for the work you do'. Team: The people that work at Onfido are fantastic and vibrant people, but there are of course some issues. There is constant whistleblowing at Onfido. The majority of issues that occur are often brought on by simple problems, but people tend to overblow it and don't want to take responsibility for the issues they created, often blaming someone else in the team or another team entirely. This is understandable considering most of us it was our first job out of university and so we were not mature enough to take responsibility and have to take the 'Not mad, just disappointed' speech you would often get from Line Managers. There are certain people in the team who were willing to step up to the plate and help fix these key issues but covering for some team members too long created a 'They will never learn if they do not fail' situation, which led to a decrease in efficiency. Also, seeing engineers often being paid the most in the company by far, and then playing quite a few games of pool a day (There are a few real offenders here and I counted one team member play around 8 games in a day), followed by social chats and lengthy lunchbreaks, it is a real surprise that the platform is functioning. Senior Management Team: The C-Level guys are all excellent in their fields they are focussed on, and I honestly do not envy their responsibilities. However, the level below tends to get a bit murky. Often alot of those in positions of power are somehow unequipped to handle it appropriately and often panic in times of true adversity. I am of course only referring to those who I was on a day-to-day basis with but Senior Team members in our team were often fairly arrogant and had a problem when it came to not getting their way. Often times you would see us making suggestions on improvements and it would fall flat and would be completely disregarded simply because they believed they were superior. Culture: This section is honestly dependent on your personality. Onfido prides itself on its culture and it is based on very valid ideas. However, it is done in the most patronising and childish way possible. As one of the other reviews noted, Onfido uses animals as ways of expressing these qualities, such as pride in your work and working together. This is meant to make you work in the team members favour, with team managers saying 'Be more penguiny' when you are not contributing in the way you should be. Honestly, the worst part about it was the weekly 'Shout-Outs' that it would lead to. Often, these shout-outs were just hollow ego boosters. It got particularly bad when some employees were getting shout outs for 'Cleaning up the dishes in the kitchen', 'Making a great suggestion in a meeting' and the worst being 'For working hard in your job'. For some that works, but for myself and countless others, it is childish and often given to those who complain the most to make them feel happier about working here. Relationships within Onfido: This is the worst part. If you are a normal Joe Bloggs applying for a role, expect to go through rigorous (and often unnecessary) testing to prove your worth. However, if you are close with a Senior Team Member, then expect to coast through and be put at the top of the list. In customer success, alot of us grind each day to help the candidates we are working on, with the hope that we are able to progress into different areas of the business. However, nepotism has a real grip on Onfido, and certain team members are given preferential treatment and a fast track to more lucrative and powerful positions. Also, they are often given higher salaries and often do not take their responsibilities well, meaning they can coast and gain credit whilst others do the dirty work.

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    Onfido Response

    January 30, 2018Cofounder & COO

    Hi there, It’s Eamon here, thanks for your detailed and direct review. It’s disappointing to see that things didn’t work out for you at Onfido, although I’m grateful for the acknowledgement that Onfido’s team, socials and work environment were all things that you enjoyed during your time with us. I understand your point about career progression, especially as I can see from your review that you worked in Service Delivery, and left Onfido around a year and a half ago. The truth is that you’re right; during 2016, we hired the wrong profile of person for our SD roles and, as the product matured and internal SD work became more routine, we didn’t recognise that fast enough and change our hiring practices accordingly. Happily, that was something we had an open - if difficult - internal discussion about. Things are now very different; our internal Service Delivery Team no longer do any of the manual work you describe, instead focusing on more challenging tasks like training and managing partnerships. On your point about the Team, I can again understand where you’re coming from. In 2016, we were a company staffed in the main by graduates - and we were all finding our feet together. I can believe that some of the frank conversation that needed to happen came across as ‘whistleblowing’, and we’ve since had two company behavioural OKRs - one about giving feedback, and one about taking responsibility (known internally as ‘reflections’). Things still aren’t perfect, but we’re working hard on them. I agree with you that your response to Onfido’s culture is dependent on your personality - and acknowledge that, for you, the animal symbols and shout out system came across as patronising. The intention of the symbols is to create a shared shorthand, so we can quickly refer to much more complex ideas with a few simple words. Shout outs are designed to provide recognition. Of course, I nevertheless hear that this just didn’t work for you; the lesson here, as with role-fit, is for our recruitment team and hiring managers to learn. We should have done a better job at helping both sides identify that this wasn’t going to be a good fit for you. Finally, to your point about relationships at Onfido, I can confirm that everybody goes through a highly structured interview process. For each role, we identify key competencies and a framework via which we’re going to test and evaluate those competencies. Nobody is hired unless they have shone at interview. It sounds from your review that you left a little while ago, I hope you've found a great new role somewhere.

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