I hired Nils to do an assessment of our Customer Experience (CX) organization - a team of about 40. We were in a challenging time from a CX leadership perspective and we needed some guidance.

Nils provided an in-depth analysis of everything post-sale. His assessment proved to be a keen and accurate report about the root cause of our challenges along with insightful recommendations to move the organization forward. Nils also proved very adept at connecting with the individual members of the team and management - he built quick rapport and trust.

Nils presented his findings back to the organization along with actionable, prioritized steps to provide immediate improvement. The teams were able to put their challenges into better context, see the bigger picture, and move forward. Nils also facilitated improved communication between departments, helping to ease tension and establish better working dynamics toward the ultimate goal of serving the customer.

Through the assessment, Nils identified an opportunity to drive more consistent execution across the CX organization. Nils leveraged his innovative PEDAL (Prepare, Engage, Drive, Accountability, and Lifelong customers) training framework which resonated well with the teams and proved highly effective in raising the skill level of our CX team members. The training had a big impact and we continue to leverage the framework for our continued professional development across the CX organization.

Nils is also an excellent coach. Through weekly coaching conversations with me and the CX management team, he help us unwind the challenges and gain better clarity on where to focus.

Bottom line - Nils is a thought leader, domain expert, and outstanding individual. His guidance has better positioned our CX team to thrive in our next stage of growth.

Great CX is critical component of successful SaaS, and Nils knows the formula to building great CX.

Our Customer Success team runs more efficiently after working with Nils. We used to do a lot of things ad-hoc and now we have systems in place that allow us to handle a larger volume of customers in a more succinct way.

We know exactly where our customers should be in their journey with us and when they aren't there, we know about it and know what to do to get them back on track. We are delivering a far greater customer experience and have a greater level of predictability in our renewals after working with Nils.

I hired Nils to facilitate a strategy workshop for my CS leadership team. Over a day and a half, Nils helped us identify the biggest gaps in our strategy and come up with solutions to those gaps.

Several team members remarked that they were shocked by how much we accomplished in a day and a half. Having Nils' neutral, outside, industry expertise, along with the fact that he's an amazing facilitator, was extremely valuable for us.

I highly recommend working with Nils any chance you get.

I engaged Nils as my executive coach to help me hire a Customer Success leader. We're a fast-growing SaaS business and I had a lot of unanswered questions about the role this person would play, where to find them, how to interview them and finally how to onboard them. 

I'm happy to say that we hired an amazing person who is impacting our overall business with her skills, experience, and leadership. Without Nils's knowledge and coaching we wouldn't have achieved this great result. The process Nils took me through will be the foundation for future hires.

Prior to working with Nils, we engaged customers in an ad-hoc manner which resulted in a lot of uncertainty in our customer base.

Nils expertly guided us in building a comprehensive customer strategy that was tuned to the stage of our business. We now have very clear operating guidelines for how we engage customers throughout their entire lifecycle with us.

As a result of executing our customer strategy, our customer experience has already improved dramatically and I'm confident in our upcoming renewals and expansions

I put my Customer Success team through the PEDAL training program to teach them how to build strategic relationships with their customers.

The PEDAL framework is fantastic in that it provides the structure and strategies that my leaders and I can use to drive accountability. The biggest win was that our CSMs have a structure to follow that helped them hold themselves accountable.

I highly recommend the training if you want to increase your teams ability to have strategic conversations with customers.

We put our US and International Customer Success teams through Nils’ PEDAL training program to level up our skills in building strategic relationships with clients.

The PEDAL training provided a step-by-step guide for our team to engage with customers in a more meaningful and strategic way. It also gave me, as the leader, the vision for what great engagements look like and the tools necessary to drive this vision forward. The team now has everything they need to execute the vision and hold themselves accountable.

I know that if we continue to execute the PEDAL framework, we will be successful in building long-term strategic relationships with our clients.

I hired Nils to help me drive a major initiative shortly after joining Agari as the VP of Customer Success. The initiative focused on transforming our onboarding process and ensuring strong starts with our customers with a prescriptive approach from the beginning.

Nils listened to our current situation, analyzed our processes and then created materials and a training program for my team to drive our change. The training program was crucial to the success of this initiative and it was delivered in an exceptional fashion.

First, Nils drove the initial training on the new content he created. Then, he held one-on-one sessions with each team member where he gave individualized feedback on each presentation. Finally, each team member went through a "certification" test with Nils where they received additional feedback and recommendations on future areas to focus on to continue to improve their delivery and communication.

Several of the team members mentioned about how much they enjoyed the training and how much value they received. The end result was a substantially improved, streamlined, and consistent onboarding process.

Having Nils provide expert-level training and coaching ensured the success of the project, while also allowing me to focus on other strategic initiatives for the Customer Success department.

I hired Nils as my executive coach as I was looking to push my development and wanted to work with someone who had been there/done that and was an experienced coach. I had a very positive experience working with Nils.

We covered a wide range of topics from executive communication to staffing plans to personnel and team effectiveness. The way in which Nils works is unique in that he has an amazing knowledge base of Customer Success but he’s not restricted to just his experience.

He listened and asked powerful questions that forced me to think more strategically. When I was not being completely honest with myself or if I wasn’t pushing myself in a specific area, Nils held me accountable and I made the shift. After each session, I took away action items that I had defined and knew exactly what to do to move forward in the area we discussed.

My effectiveness as a CS leader has grown as a result of the coaching experience with Nils and I would highly recommend him.

As a VP of Customer Success in a fast-growing SaaS business, I wanted to work with an executive coach who 1) understood what I was going through, and 2) knew how to help me work through the challenges I was facing. I did not want someone to simply tell me what they did and expect me to follow.

I hired Nils to be my executive coach. Nils’ ability to help me discover the underlying issues and challenges is what sets him apart from other coaches I’ve engaged in the past. In each session, I feel confident that no matter what the situation is, Nils can expertly guide me to the right answer for me. We may be dealing with a strategy issue one day and a personnel issue the next. Regardless of the situation, we get to the right answer for me and then Nils holds me accountable.

I feel more confident as a VP as a result of working with Nils.

Before I started the coaching program with Nils, I felt overwhelmed and scattered. There were so many projects and potential things I could do that I didn't know where to focus my time and energy. 

A few short months later, I feel organized, refreshed and excited for the future. I can honestly say that I have become a better leader and now have the tools to boost my entire CS team.

This feeling coupled with the fact that I have driven $240,000 in new customer revenue as a result of the strategies discussed with Nils makes my ROI off the charts.

I engaged Nils (for the second time in my career) to be my Executive Customer Success Coach soon after I joined a rapidly-growing startup. I hired Nils to be an executive coach, an extension of my team, and sounding board for ideas and questions. What I got as a result was a partner who helped me enhance, re-think, focus, and bolster my team, my operations, my career, and myself.

From our first session, I immediately felt Nils' impact. We spent a great deal of time together refining and 'bullet-proofing' my CS operations, methodology, and framework. Our 1-hour sessions were filled with the perfect mix of strategy and tactics, and I often left feeling like we packed in days worth of value -- needless to say, not a minute was wasted. Throughout, Nils was an invaluable source of information: he helped bring clarity and a number of my open questions, and challenged me to double-down on my leadership skillset.

Creating meaningful change when inheriting a new team with set processes is never easy. I left our engagement feeling confident, focused, and empowered. I would highly recommend Nils as a coach, trainer, friend, partner - it's one of the best growth investments I have made.

When I joined a new company, I knew I wanted to make an impact right away. I hired Nils as my coach to ensure I had the greatest chance of success in my new role.

Nils and I worked through all of the most difficult challenges I was facing which included strategic planning, prioritization, team effectiveness, project management and many more. Throughout each session, Nils helped me discover solutions that were perfectly aligned with my strengths.

I feel empowered to take on any challenge as a result of the strategies and techniques I learned working with Nils. His ability to get his clients to discover solutions is what sets him apart from everyone else who wants to just give advice.

There are very few consultants who can impact a tribal mindset. Nils has a very unique, diffusing approach to CX consulting.

Nils supported our organization through significant change management with delicate guidance and expert navigation. Every company would benefit from a fresh perspective on their retention efforts as an insurance policy in a changing SaaS environment.

I couldn't recommend Nils highly enough - for any stage company.

One of my first meetings with Nils was an interview for an assessment he was doing for G5. I had no idea what to expect going in but after an hour, I felt a complete sense of relief and I don’t even know how he managed to get me to talk about some of the areas we discussed. In a sense, Nils’ ability to immediately build rapport, listen and ask powerful questions created an experience I won’t forget.

After the assessment, I worked 1:1 with Nils on a weekly basis. We dove deep into my productivity which was a challenge due to the environment my organization was in at the time. Nils showed me how to build repeatable systems that I could count on for maintaining control of my email, calendar, meetings and most importantly, my sanity.

What sets Nils apart is his ability to listen, understand, ask powerful questions and help you discover the answers to your most pressing questions through frameworks and expert coaching.

I am a more confident and effective leader in my organization as a result of my experience with Nils’ coaching. He is a tremendous Customer Success leader and someone who can have a lasting impact on any organization.

Prior to working with Nils, I had a clear vision of how I wanted to coach my team and how to achieve a number I was accountable for. But, as we worked together and he guided me through his frameworks and expert coaching, he allowed me to see the different ways to achieve my goals and ultimately set me up for success. He helped me begin to peel back the layers in order to transform to a place where I knew what to focus on, how to manage my time and prioritize the various items that come my way.

Nils’ coaching helped me gain perspective on the challenges I was going through. Somehow, I always ended up in the right solution as a result of answering many powerful questions from Nils that challenged me. I left our weekly sessions feeling more confident, energized and in control than before!

I know Nils has been through many of the same experiences I was going through and it would have been easy for him to just tell me what to do. Instead, he helped me find my way through each challenge and in doing so, I was confident and ready to put my plans into action. I have even taken my experience working with Nils and used some of the same techniques with my team.

I am a more confident and effective leader in my organization as a result of my experience with Nils’ coaching.

Nils was my personal career coach in 2017 and was valuable in helping me take my career to the next level.

He based his coaching on the StrengthsFinder assessment and asked probing questions during our weekly sessions to help me put structure to the overwhelming amount of questions and decisions I was facing.

I walked away from our coaching engagement a much more self-aware and confident professional, and would recommend Nils to anyone in need of a bit of self-discovery!