Job interview: What is actually a Head of Customer Success doing?

Job interview: What is actually a Head of Customer Success doing?

Have you ever wondered what people in customer success actually do? Ask no more: Cam, our Head of Customer Success has the answers and talks about her role, her working life, and what it takes to be successful at our integrated experience management platform zenloop.

Can you introduce yourself, please?

Hi, my name is Cam and I’m Head of Customer Success and a CX & Design enthusiast.

What is actually a Head of Customer Success — what’s that?

Head of Customer Success sustainably increases customer value and maintains relations by helping our customers reach their goals by using our zenloop NPS® software to its full potential.

In a nutshell, I help our customers become successful.

What’s your working day like?

Every day is different. Apart from maintaining good relationships with our customer base, there’s a lot of number crunching and project work too.

Number crunching is very important because you need to understand where your customer is coming from to offer the best consultation and strategy.

You need to listen to as well as advise the customer, as you have a chance to shape your product by incorporating important customer feedback.

What is the most rewarding aspect of your role?

My role is totally different from sales, product, and support, and yet it incorporates aspects of all three. I am very close to our customers and create value for them.

This value could be through listening and giving them advice when working on new topics or projects for our product roadmap. Creating value and seeing our customers hyping our team and product is very rewarding.

What’s your advice for someone looking for customer success jobs at zenloop?

My advice is to be patient. Building a relationship with a customer builds future expectations — so take your customers seriously and invest time to listen carefully before you give advice. This is the only way to make it work.

Secondly, keep your eyes peeled! It’s crucial to have a well-structured overview of your customer base to offer each the most suitable solution.

From your first day, you hit the ground running. What were your first weeks like?

Learning, learning, learning to become a product expert, and get familiar with the team and existing customers. Another main focus was to get an idea and overview of existing Success and CRM processes and strategies to figure out what’s missing and what needs to be improved.

What’s your favorite thing about working at zenloop?

My favorite thing about zenloop is customer focus and centricity. It’s great seeing how customer feedback turns into new product features or impacts them and hence returns real value to our customers.

Which stations did you pass through on your way to your current position?

I started at Home24 in CS and Operations as a student, and later as Project Manager for 3 years. I discovered my passion for Operations and CX Management and was ready to look for new challenges in a very customer-centric environment.

This leads me to Business Development at Outfittery, where I later became Head of Customer Service & After Sale before I took over the role of Head of Customer Success here at zenloop.

What qualities did you develop that were essential to your growth?

Being curious, creative, and open to trying different things were essential for my personal growth, aside from that, being self-aware and empathetic got me where I am today.

How would you describe zenloop to a good friend?

A fun, open-minded, and professional place to work, with a huge focus on the team and cultural fit.

What advice would you give others looking to progress, either at zenloop or elsewhere?

Don’t be afraid to step out of your comfort zone or ask for help. But most importantly, be curious and adventurous. Do you have some crazy ideas? Great, be proactive, and bring it on.

Do you want to know more about the working culture of zenloop? On our blog, you can find further job interviews, for example, with our Entrepreneur-in-Residence Judith. Or you can check out our current openings.



Susan Pfundt

Senior Content Marketing Specialist