From her first internship at Celtra’s creative team in Ljubljana to becoming a Director of Customer Success in London, Nika Kirn’s story is one of curiosity, resilience, and ambition. What started as a search for real-world experience became a global journey, shaped by people, psychology, and strategy. Today, Nika brings empathy and structure to every client partnership, proving that growth isn’t about climbing fast, but about learning from every turn along the way.
What sparked your interest in customer success, and how did your career path unfold from there?
Over time, I’ve realised that two things make customer success especially exciting for me: people and strategy.
I’ve always been fascinated by what makes people tick – their motivations, needs, and unique perspectives. That curiosity isn’t just valuable in CS; it shows up in everyday life, too. It teaches you to adapt when things change, to ask questions instead of assuming, and to see opportunities where others might only see obstacles. The same skills you use to help clients – listening, strategising, problem-solving – translate to every part of life, from working with colleagues to managing personal things or even just understanding the people around you. In that way, I always like to think of CS not just as a job, but almost as a training ground for navigating all kinds of real-world situations.
Then there’s strategy. It’s not just for big renewals or company-wide goals; it’s in every decision you make. How you approach a meeting, weigh different options, or plan for potential roadblocks all come down to strategic thinking. Every client brings their own rhythm, and learning to navigate those differences builds empathy, adaptability, and perspective —life skills that reach far beyond work.
That’s why I see CS as more than just a role – it’s where psychology and strategy meet to create real impact. You’re helping clients hit their goals while shaping outcomes that make a difference, and doing that with brands I genuinely love? That’s what makes every day both meaningful and fun.
What are the top 3–4 traits that make a great customer success professional, and why?
You can Google “top traits of a great CS,” and you’ll get the usual stuff: problem-solving, attention to detail, teamwork. All true. But here are a few that don’t get mentioned enough:
1. The Bounce-Back Superpower
Setbacks happen. But in CS, we (I) like to treat them as small annoyances, not disasters. It’s part psychology, part stubbornness (classic Aries over here), and part Balkan resilience – “We’ve survived worse.” When plans go sideways, we don’t panic. We reframe, find a workaround, and keep things moving. And the best part? That energy spreadsand suddenly the team’s sharper, calmer, and ready to take on the next curveball.
2. Data before Data?
I’ve always had an eye for patterns. Even as a kid, I’d notice the tiniest things – What people wore, how they talked, and the way they gestured while telling a story. I was also oddly good with names (even in huge groups). Turns out, that’s gold in CS. Remembering who’s who builds trust, makes conversations smoother, and reminds clients that you actually see. The habit of noticing small details now helps me spot trends and opportunities before anyone else does.
3. Impatient…Yes.
I’m naturally impatient – if something can be done, I want it done yesterday. In CS, impatience is a secret weapon that makes things move. It drives me to spot issues quickly, chase solutionsand keep things moving instead of letting problems linger. While patience has its place (obviously!), a little healthy impatience keeps workflows efficient.
What does a ‘typical’ day look like as a customer success manager at Celtra?
In short: Coffee in one hand, 47 browser tabs in the other.
In a long: My day usually starts by diving into client accounts; digging through data, spotting trends, and reviewing goals to make sure everything’s on track. From there, it’s all about connecting with clients – through calls, emails, or meetings – to understand their needs, offer support, and help them get the most out of our product. I also work closely with Product, Sales, Support, and Design – especially when clients use our in-house creative services.
Every day is a mix of analysing data, handling renewals, upgrades, and contracts, collaborations, and brainstorming solutions specific to each client. It’s dynamic, strategic, and never dull!
What are the biggest challenges you face in your role, and how do you tackle them?
One of the biggest challenges is balancing “big-picture strategy” with day-to-day problem-solving. It’s easy to get caught up in urgent client requests or fires to put out, but part of being an effective CS leader is stepping back and asking: “How does this fit into the client’s long-term goals?” or “What’s the smartest way to approach this so it doesn’t just fix today’s problem, but prevents future ones?”
CS also relies on teamwork – aligning Product, Design, and Sales around shared priorities isn’t always easy. Clear communication and expectations, strong relationships, and adaptability make it work.
Things won’t always be perfect, and that’s okay. What matters is keeping the right mindset, because even tough situations can turn into wins for both you and your clients.
How has your role evolved since you joined Celtra? Any big pivots or surprises along the way?
Wow, where do I even start? This journey has been full of surprises! I kicked things off as A Creative Production intern while finishing my university degree, and I quickly fell in love with Celtra. Mojca from HR was on my first interview panel, and we still laugh about it today.
I grew into Creative Production Manager, and I liked the work, but after a while, I knew I was ready for a new challenge and could do more.
So when my (now) husband moved to London, I decided to take the leap and join him. That’s when I really started looking into customer success roles and quickly realised how much the role clicked with me. Before I knew it, I became a Senior Customer Success Manager, and more recently, a Director.
I you’d told me five years ago that I’d be here today, I probably wouldn’t have believed it. But here I am – and I have Celtra to thank for it, supporting me every step of the way, from the very first job application to settling into a new country.
What do you love most about your job, and what makes Celtra stand out as a place to work?
If you ask anyone at Celtra, they say the same thing: people. It’s the amazing team that makes the job enjoyable and keeps you motivated. Every coworker plays a role in making things click, but your manager can really shape your experience – and I’ve been super lucky in that regard. She trusts me to take ownership, and she genuinely invests in my growth. That kind of support doesn’t just help me do my job – it makes me excited to show up and give my best every day.
I’m also really lucky to manage a mix of clients across different industries – my portfolio spans everything from banks and outdoor companies to apparel and jewellery, and I genuinely enjoy working with all of them.
It’s the mix of supportive leadership, exciting challenges, amazing clients, and the wins we celebrate as a team that make Celtra such a fulfilling place to work.
What’s the one tool or habit that keeps you sane and productive?
I prefer to stay proactive rather than reactive. So I start my mornings by tackling those pesky little tasks first – it gives me a sense of a quick win and clears my mental space for bigger priorities. I’m also a big fan of using Asana to break down client goals and daily to-dos into bite-sized, doable steps. It keeps me focused and prevents me from feeling overwhelmed.
And of course, I always try to squeeze in a quick walk with my dog to get those steps in – it’s a reset for both of us, though let’s be real, I’m probably the one who needs it more.
What’s something about your role that most people misunderstand?
One thing people often misunderstand about CS is that it’s just about “keeping clients happy.” While relationships matter, it’s equally about strategy, problem-solving, and driving real business. We’re constantly balancing client needs with company goals, anticipating challenges before they arise, and creating solutions that help both sides succeed. It’s a lot more complex (and rewarding) than just being a “friendly face”.
