Thomas Hammerich

Heading up the Global Customer Success Team at Puzzel to create a world-class Customer Experience throughout the entire customer lifecycle. Started as the First in CS within Puzzel and today we are 20 CS professionals. CX and AI is our bread and butter and we love it!

• Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

• Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.

• Company Overview: HR Tech solutions and consultancy within SaaS B2B
• I lead an international team of Customer Success professionals covering the Nordics, UK, DACH and Benelux.
• Sympa is a hybrid workplace where working remotely is common practice.
• So even though I am based in Copenhagen, I work with my team online every day as we strive to increase customer adoption, satisfaction, secure upsell opportunities and keep customer retention high.
• In the last few years, Customer Success has reached an all time high, with more upsells than ever before and positive reviews flooding in.
• This is due to a very targeted effort from my part when I joined, where focus was shifted from traditional 'farming' to instead putting our efforts into understanding the objectives of our customers and building Path to Value plans with them.
• HR Tech solutions and consultancy within SaaS B2B

• Company Overview: ITSM solutions and consultancy within SaaS B2B
• Started as the first Customer Success Manager in the business, with the intention of building up a team.
• Initially expanded in the Nordics while building a case for why Customer Success would make a lot of sense for TOPdesk.
• Not long after, I had helped build a CS organisation of more than 45 professionals covering all of our European markets.
• I transitioned into a Talent Lead role and was put in a leading position to develop and mature both our CS individuals as well as the department itself.
• Coordinating efforts with various levels of managers and C-level executives to align with the overall business goals as well as build relevant cascading objectives.
• ITSM solutions and consultancy within SaaS B2B

• Company Overview: Payroll, HR Tech and consultancy within SaaS B2B
• First Customer Success Manager within the Danish part of Visma Enterprise.
• The goal was to help solidify a wavering market hold as the competitive scene had changed a lot.
• I firmly believed this could be achieved via Customer Success initiatives and was given the chance to prove it.
• Built a team and a strong case for why the CS approach could indeed not only reduce churn, but help us grow.
• Started off in the medium enterprise side of the business and was later promoted to the Large enterprise side, where record numbers were achieved.
• Then moved to the outsourcing side of the business as it needed a boost as well.
• In the end we merged Customer Support and Customer Success into one big team to better align our customer ambitions and have a shared approach to customer interactions.
• Payroll, HR Tech and consultancy within SaaS B2B