In a company’s early days, culture is forged through proximity—shared desks, late nights, and the push-and-pull of turning ideas into reality. Decisions happen on the fly, and everyone knows each other by name. But as you scale—especially as a remote-first organization—that sense of connection can quietly fade. Suddenly, you realize you can’t attend every onboarding, celebrate every milestone, or even recognize every face on a Zoom call.
That moment should give you pause. In fact, if it doesn’t, you’re missing a red flag.
At Appfire, we’ve gone from a small crew to nearly 800 people across multiple continents. Our remote-first approach lets people “work where they wake up,” but it also brings a new set of leadership challenges. In a world defined by volatility, uncertainty, complexity, and ambiguity (VUCA), the old playbook of hallway conversations and impromptu lunches doesn’t cut it. Staying connected—and relevant—requires intentional, adaptable systems for communication, empathy, and trust.
Here’s what I’ve learned (often the hard way): what works for 50 people absolutely breaks at 800. Here are four principles I rely on to keep our culture intact as we grow—no matter how turbulent or complex the environment.
Communicate Consistently to Anchor Culture
When you can’t rely on physical presence, communication from leadership becomes your presence. Within my first month at Appfire, I started recording biweekly Loom videos—short, informal updates on everything from board meeting takeaways to customer feedback, industry trends, and what’s keeping me up at night. They’re deliberately unpolished. The point is authenticity, not production value.
But it’s not just about me talking at people. Company-wide meetings—virtual or otherwise—are vital for transparency and alignment. Switch up the format: one month, an unscripted Q&A; the next, a focused all-hands on product milestones or wins. Routine is good, but predictability can breed apathy. Variety keeps people engaged and shows that leadership is present, listening, and invested—even across time zones.
In VUCA environments, these touchpoints become cultural anchors—steadying the ship when the waters get rough.
Lead with Empathy—Especially Through Change
Growth brings change: new processes, shifting priorities, new faces. This can breed friction, especially when people feel overlooked or misunderstood. Empathy isn’t just a “soft skill”—it’s table stakes for leadership, particularly in uncertain or ambiguous circumstances.
You don’t need every answer, but you do need to listen—really listen. Ask questions. Make it clear you’re aware of the daily realities people face, whether they’re your tenth hire or your 900th. Empathy creates psychological safety, unlocking collaboration and innovation—even as the ground shifts beneath us.
And in a globally distributed, remote-first workforce, empathy means honoring differences: work styles, time zones, communication preferences. Flexibility and inclusion aren’t perks—they’re strategic imperatives in a complex world.
Assume Positive Intent—and Seek to Understand First
As companies scale, silos form. Communication happens over Slack, Zoom, or email—easy recipes for misinterpretation. My default? Assume positive intent. When something doesn’t make sense, I encourage teams to seek understanding first, not just to be understood.
This mindset is a buffer against the ambiguity that naturally creeps in as organizations grow and evolve. It’s especially critical during moments of change—new tools, shifting strategies, re-orgs. Curiosity over judgment fosters better collaboration, healthier conflict, and ultimately, stronger relationships.
As a leader, you have to model this. It sets the tone for everyone else, especially when things get messy.
Focus on What You Can Control
Let’s be honest: the world isn’t getting any simpler. Markets swing, technologies disrupt, geopolitics intrude. In a volatile, complex landscape, the temptation is to hunker down or get distracted by what you can’t control. Resist it.
We can’t manage macroeconomics or global events. But we can control the quality of our products, the strength of our partnerships, the depth of our customer relationships, and the authenticity of our culture. We can prioritize creating real value over chasing hype. We can show up for each other. Grounding teams in what’s controllable fosters resilience, clarity, and focus—even amid chaos.
Intention Over Scale
Scaling isn’t about headcount. It’s about evolving how you lead when the old rules no longer apply. CEOs of remote-first, high-growth companies can’t lean on proximity or familiarity. We have to be intentional—about communication, empathy, trust, and clarity. These aren’t “nice-to-haves.” In a VUCA world, they’re the infrastructure of sustainable growth.
At Appfire, I may never know every employee personally—but I want every employee to feel like they know me. Not through perfect videos, but through a cadence of authentic, consistent leadership. Staying connected isn’t about scale. It’s about deliberate intention in the face of complexity and uncertainty.
That’s how you build a culture that scales—and survives—in a remote, unpredictable world.
The extended deadline for Fast Company’s Most Innovative Companies Awards is tonight, October 14, at 11:59 p.m. PT. Apply today.
