Inside Nitro: Meet Sarah Wille, Enterprise Customer Success Manager

Welcome to our monthly “Inside Nitro” series! There are a lot of amazing people here at Nitro that we want you to meet, so each month we’ll introduce you to a Nitronaut across our teams from San Francisco, Dublin, Melbourne and London—to share their stories and learn why they chose to work here. 

Next up in the series is Sarah Wille. Sarah has been at Nitro for almost two years working remotely from Chicago as part of our Customer Success team leading the post-sales lifecycle for Nitro’s portfolio of enterprise customers. As a “voice of the customer” at Nitro, Sarah is an active listener and strategic thinker who strikes the appropriate balance between the customer’s needs and the company’s business objectives. Sarah and her team develop and execute a strategy to ensure customers are provided with educational experiences to realize value from Nitro products quickly. This is key in helping our customers around the world work even smarter with their documents.  

Here we go. 

How did you become interested in working for Nitro?    

I applied to a job posting online. At the time I wasn’t too active in my job searchI was working for a large company that just got bought out by a PE firm. I could see the writing on the wall that our company culture was going downhill and after a particularly rough day, I applied online to two Customer Success Manager (CSM) job postings. Nitro was one of them. I got an email from Nitro right away to set up an interview. At first, I just wanted to see what was out there but the more interviews I had with Nitro and the more people I met, I realized that this is a very special place. It was my current manager, Jen Murray (Senior Director, Customer Success), that sealed the deal I felt that I could learn a lot from her and grow as a CSM but at the same time, she seemed very fair and understanding…someone I wanted to work for (and all of those things are still true!).  

The people at Nitro are the best part by farI work remotely and it can sometimes get very lonely. Everyone is so friendly and helpful over phone/email/Slack and when I come into the San Francisco office, I feel like part of the family! Everyone is very motivated for the company and our customers to succeed. 

Tell me what a typical day at Nitro looks like for you? 

Being a Customer Success Manager at Nitro can vary by the hour. There are the customer meetings that we run, business reviews, product trainings, check-in calls, the internal collaborating that we do (weekly meetings with Product, working with Marketing on case studies and testimonials, working with Sales on our accounts), and the proactive monitoring of our customers to ensure that folks are using Nitro and getting the most out of it, as well as supporting them with whatever they may need. 

What project are you most proud of? 

I relish the chance to meet so many incredible customers with inspiring missions. What comes to mind here is one of the most rewarding customer relationships that I built. This customer’s users were initially VERY resistant to change when they first signed up with Nitro about a year ago. They had many intricacies in their workflows and in how they run their businesses, they were concerned about empowering their users to drive their mission forward. Through lots and lots of training, patience, and being proactive with them to help ease the transition of their users from their legacy solution to Nitro, they are now one of our advocates! They get excited about new releases and my main contact even spoke at our Nitro Sales Kickoff earlier this year. This project taught me that relationships based on curiosity and interest in the customer can bring great rewards.  

In your years in Customer Success, what’s the most valuable lesson you’ve learned?   

My biggest lesson is that if you need to learn something, you need to be proactive about learning it yourself. If you want to learn the product, you need to read the user guides, watch the online videos, and then ask if you still don’t understand. Nitronauts are more than willing to help each other out and share knowledge but you need to be proactive if there’s something you need to learn. 

Where can we find you when you’re not at work? 

I coach group fitness classes outside of work! I’ve been an athlete and a runner my entire life and coach at a HIIT studio in downtown Chicago. I also have a 3-year-old rescue dog named Chandler. When I’m not at work you can find me training – either at the gym or running outside along the Chicago lakefront, going for a walk with my pup, or hanging with friends. 

 

Sarah’s experience is just one of our Nitronaut stories—and there are more stories on the way! We’re always looking for great talent. If you’d like to apply to Nitro—check out our open positions here!