What are the responsibilities of a Customer Success Manager?

Hi Laurin! Thank you for taking the time today. Please briefly introduce yourself again.

Hi, I'm Laurin, 27 years old, I'm a native of Mainz and I also live here. I studied in Mainz at Johannes Gutenberg University and then at Mainz University of Applied Sciences. Even during my studies, I worked as a working student in sales at Local Brand X. After completing my Master's degree in 2022, I joined here full-time as a Customer Success Manager.

What does a customer success manager actually mean?

Our Customer Success Team is primarily concerned with helping customers use the local marketing platform. This starts in the onboarding phase, in which the initial configuration is supervised and the content of the individual platform is planned. Then, of course, there is continuous technical and content support and advice during live use. You can therefore say that we in the Customer Success Team are the interface between the wishes and requirements of customers and our internal development or product management team.

You said that before you joined the Customer Success Team, you worked as a working student in sales. How does your experience from the sales team now help you in the customer success team?

Exactly, I started here as a working student in sales in August 2021. During my work as a working student, I was definitely able to gain important experience in dealing with customers and external business partners. Finding the right tone when dealing with contact persons from other companies and developing a feeling for the wishes and requirements of customers are definitely challenges that have and also unite the two areas of Sales and Customer Success. The experience in the sales team has therefore basically helped me to become stronger in terms of communication and to learn how to respond to customers correctly and to be able to moderate the discussions better.

When you started working at Local Brand X, the pandemic forced you to work from home a lot. Would you say that you generally prefer to go to the office or work from home?

If I had to decide on this question, I would definitely be the “office” team. I generally see myself as a social colleague who is always ready to talk and have fun. Working from home can quickly become lonely and rather boring. Especially in our department, Customer Success, there is a lot about communication and quick arrangements with colleagues. This can be implemented much more efficiently in the office. However, my weekly home office day is also sacred to me in a way, as I can easily work on tasks that require a certain amount of focus time there. My conclusion: The mix of both is ideal.

That sounds great. What do you like best about Local Brand X in general?

What I like best about Local Brand X is the familial and open interaction with all colleagues, i.e. that we are such a dynamic team that we all get along well and enjoy spending time together even outside the office. I particularly appreciate the short distances, agreements and discussions on equal terms with superiors. On the other hand, I also find the future-oriented sector in which Local Brand X operates very exciting. I enjoy helping customers prepare for a digital future in marketing and sales and then accompanying them on their way there.

And what do you like to do when you're not working?

Basically, I wouldn't describe myself as a couch potato, but as a very entrepreneurial person. I always enjoy traveling, preferably with friends, my girlfriend or family. For example, I love playing tennis or going to the stadium for Mainz 05 home games at the weekend. I also try to travel as often as possible. The annual skiing holiday in the Alps is particularly important to me. It can also be organized spontaneously and is definitely part of a good annual plan!

Thanks Laurin for the interview and continue to enjoy Local Brand X!