Ever wondered what it’s like to be a Customer Success Manager at natif.ai? Spoiler alert: it’s not all coffee and spreadsheets!☕️ 📊
In this exclusive interview, Nils Wolff spills the tea (and thankfully not his coffee) on his journey, how he keeps our clients happy, and what makes life at natif.ai one-of-a-kind. From taming challenges to celebrating wins, Nils gives a lighthearted yet insightful look at the heartbeat of our innovative team. 🚀
What’s the most satisfying part of being a Customer Success Manager at natif.ai, and how do you define ‘success’ for your customers?
While Customer Success Management is not Sales, Product or Support, it combines aspects of all 3 of these disciplines, which makes it a vital role between them. You have to understand the customers needs and goals, have a very strong product knowledge to be able to serve these and then you can benefit by growing the business relationship with the customer. This is a challenging but very interesting combination.
If you could compare your role to a game, what would it be and why? Any ‘winning strategies’ you’ve developed for customer success?
No clue for a game. I don’t think there is a winning strategy per se. Sometimes you win, sometimes you loose and often it isn’t even your own fault either way. The only thing you can do is be there and give it what you can, so in the end you will have a net positive.
How does natif.ai’s innovative AI tech make your job more exciting and rewarding when helping customers?
The moment when a customer is using the product after setup and training of the AI model for the first time and is overwhelmed, by how tedious tasks can be simplified by using Natif.ai is super rewarding. You just know that you made a little difference in helping the German economy to become more digitized and future oriented.
Outside of ensuring customer happiness, how do you like to unwind? Any fun hobbies or activities that keep you energized?
Since 100% remote I exchanged my daily trip to the office with a daily walk (45 mins), which takes me to a natural reserve just around the corner in the middle of Berlin. There is sheep grazing and you wouldn’t believe where you are, when you see it. This helps immensely to sort my thoughts for the day. Hobbywise I like to hike, preferably in the mountains, watch movies and I have an ever growing collection of tabletop miniatures that need painting.
If you could give one piece of advice to someone starting a career in Customer Success, what would it be?
Make sure you soak up every bit of information you can get, have your eyes and ears everywhere. You need to make sure you know the product, you know the customer and you can anticipate, where issues between these two can arise. Sometimes they pop up out of nowhere, but often you can anticipate them, if you look for the signs.
