Armed with a background in sports management and an MBA in leadership, Louise's journey led her to Funnel, where she joined the company as a customer success manager. Almost five years later, she has seen the company grow exponentially with many new processes launched as well as new international team members. She is now a manager in the CSM team where she helps her team grow and adapt every day. Here's a bit of her story…

In what ways has the company culture evolved during your time, and how has this affected the customer success strategy?

When I joined Funnel, the customer success team was quite small. We were a very tight-knit team where everyone knew each other well and talked with each other daily. It was all hands on deck, and together, we managed a portfolio with a lot of clients – both big and small. Since then, we have grown a lot. This includes the addition of many team members around the world as well as lots of new customers. Naturally, this has forced us to work with a more focused and specialized approach. As our team grows and becomes more diverse, we're able to bring industry knowledge and expertise to the table, ensuring that every customer receives the best possible support, tailored specifically to their needs, and adding more value to their experience.

When I started working at Funnel, customer success and solutions consultants were responsible for managing the intercom chat with clients. It was a much more technical role back then, and it meant regularly spending a full day on, and being solely responsible for, the intercom chat. It allowed us to really learn the platform, troubleshoot incoming cases, and work with customers on a wider scale, But it also meant less time with our dedicated portfolio. 

Today, we have a fully dedicated support team that manages all incoming questions from clients and frees up time for us to give more love and value to our customers. 

Now we also collaborate with our partner team, an additional team dedicated to enhancing and fostering stronger client relationships. We are committed to meeting our client's needs and providing an exceptional customer experience. As our team expands and our collaboration with other departments within Funnel increases, our sense of unity remains strong. We are great at exchanging insights across teams and offices. This collaborative spirit is a key factor in our long-term success.

Can you share an example of an initiative that positively influenced the customer success department?

Since I joined Funnel, a lot of things have changed. Funnel is all about iterating, learning, and focusing on customer experience. We have explored numerous ways to provide our customers with the "Wow" experience.

We have all types of clients and different types of contracts and we wanted to live up to what the customer had signed on for. Therefore, we implemented treatment tiers, this meant that we built teams and processes around the size of the use case, the size of the contract, and the needs of a client. This ultimately helps us to give a more focused approach to different types of customers. Working with treatment tiers ensured we had enough people to help the customers who needed it and wanted it. We could also get a better idea of the size of teams we would need to successfully service our customers. 

Reflecting on your journey and the company culture, what key learnings would you like to share with others?

I had to reflect a bit when I saw this question. There are three things that I want to share.

1. It's a luxury to work for a company that has a “need to have” product rather than a “nice to have” product. I am thankful to work at a company that sells a product that people need daily. Funnel is creating so much value for our customers and saves them a lot of time, money, and frustration. I have seen the direct impact on our customers time and time again, which makes my job more enjoyable, for sure. 

2. Transparency and setting clear expectations are fundamental principles that I strongly advocate for. As a manager, I'm committed to being transparent with my team while also understanding the importance of managing expectations. This involves communicating that at times not everything can be shared yet maintaining a balance where transparency is necessary is crucial for our collective success.

3. The culture of a startup can continue as the company grows. Many companies understand the importance of putting culture at the center of everything they do, and I feel that Funnel is one of them. That emphasis on building a positive culture has continued even as we’ve grown to 300+ people in 4 offices around the globe.  When prioritizing culture, as Funnel does, you grow as a business. And when you travel to our office on the other side of the world, it still feels like home. 

Want to be a part of the customer success team at Funnel? We are currently hiring a customer success manager in Stockholm!