What are the tasks of a Customer Success Manager? Interview with Laurin

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

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

What does a Customer Success Manager actually mean?  

Our Customer Success Team is primarily concerned with supporting customers in using the local marketing platform. This starts in the onboarding phase, in which the initial configuration is managed and the content of the individual platform is planned. Then, of course, there is the constant technical and content-related support and advice during live use. So you could say that we in the Customer Success Team are the interface between the customer's wishes and requirements and our internal developer and product management team. 

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

Exactly, I started here as a working student in sales in August 2021. During my time 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 the two areas of Sales and Customer Success have in common and also combine. The experience in the sales team has basically helped me to become stronger in terms of communication and to learn how to respond to customers properly and how to moderate conversations better. 

When you started at Local Brand X , you were forced to work from home a lot due to the pandemic. 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 Team "Office". I generally see myself as a social colleague who is always up for a chat and a bit of fun. Working from home can quickly become lonely and rather boring. In our department in particular, Customer Success, it's generally all about communication and quick agreements with colleagues. This can be done much more efficiently in the office. However, my weekly home office day is also sacred to me in a way, as I can work on tasks that require a certain amount of focus time there. My conclusion: the mixture of both is ideal. 

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

What I like best here at Local Brand X is the informal and open interaction with all my colleagues, the fact that we are such a dynamic team, that we all get on well and also enjoy spending time together outside the office. I particularly appreciate the short lines of communication, agreements and discussions at eye level with superiors. On the other hand, I also find the future-oriented industry in which Local Brand X operates very exciting. I like helping customers to 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 enterprising person. I always like to be out and about, preferably with friends, my girlfriend or my family. For example, I love playing tennis or going to Mainz 05 home games at the weekend. I also try to travel as often as possible. My annual skiing vacation 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 have fun with Local Brand X!