Customer Teams

How Hotjar Manages Customer Success with Christian Nussbaumer

Published Feb 16, 2019

Note: The Churn It Up podcast episodes were created by Receptive who Pendo acquired.

About The Episode

This week, Aly talks with Christian Nussbaumer, Customer Success Manager at Hotjar about how he approaches his massive workload of 200,000 customers, including advice on focus and prioritizing tasks, and how CSM’s should also be salespeople.

Who Should Listen?

This episode is perfect for CSM’s who are struggling to scale or need help with upselling services to their customers.

Key Takeaways

  • The risk of mixing support and success.
  • The Pomodoro Technique.
  • How CSM’s can help upsell.
  • How to deal with large volumes of customers.
  • The best way to handle customer feedback.


Christian’s LinkedIn

Christian’s Twitter

The Pomodoro Technique