When Joe Von Bokern moved into customer success, what made him most successful took him by surprise.
“I figured communication skills and empathy would help, but what really surprised me were the puzzle-solving and teamwork aspects of the role,” Von Bokern said.
Von Bokern is a senior client success manager at KPA, a compliance software company. He said he regularly works alongside colleagues from other departments to find the answers to clients’ issues before they become problems.
“I didn’t expect I’d spend so much time playing detective with data, hunting for clues in usage patterns or feedback to catch issues early,” he said. “Turns out, being curious and proactive makes a huge difference!”
Built In spoke with Von Bokern about the tactics and traits — like teamwork and curiosity — that have helped him rise to the top as a customer success manager.
KPA clients identify, remedy and prevent workplace safety and compliance problems across their entire enterprise.
Tell us about your journey into customer success. What kinds of roles were you in before customer success? What made customer success the right choice for your career?
I began my career as an actor and then later moved into restaurant management as the whole “starving artist” thing got old. At first glance, you might think those types of gigs seem totally unrelated to customer success, but both are rooted in empathy, adaptability and delivering value in real time. My life as a performer taught me how to connect with people, think creatively, listen actively and communicate clearly. At the same time, managing bars and restaurants sharpened my leadership skills and taught me how to solve problems under immense pressure while creating great customer experiences.
When COVID-19 hit and I decided it was time to make a shift, customer success felt like a natural next step. It allowed me to combine the communication and relationship-building skills I developed as a performer with the operational and service mindset I honed in hospitality. I love being a long-term partner in someone’s success, helping them get real value in a way that’s both strategic and deeply human. Plus, giving a software demo is always a nice chance to dust off my performing skills, in a way!
What skills, proficiencies or background experience have you found to be most useful for your career in customer success? Has anything surprised you?
When I jumped into customer success, I figured communication skills and empathy would help, but what really surprised me were the puzzle-solving and teamwork aspects of the role. I didn’t expect I’d spend so much time playing detective with data, hunting for clues in usage patterns or feedback to catch issues early. Turns out, being curious and proactive makes a huge difference!
Another surprise was realizing how much of the magic happens internally, behind the curtain. Great client relationships rely on coordinating with other teams (e.g. sales, product, support) to get things done. Customer success isn’t just me and the client; it’s a whole backstage crew working together. That collaborative vibe has been both fun and crucial in helping clients thrive.
If you could give any advice to professionals looking to make the move to customer success, what advice would you give them?
First, be curious! Customer success is about asking good questions and truly understanding your client’s goals. It’s less about knowing all the answers and more about learning to dig deeper, listening carefully and figuring out what someone really needs.
Second, embrace flexibility. No two clients or days are exactly alike, so being comfortable with shifting gears quickly is huge. Think of yourself as part detective, part therapist, part coach and a big part teammate.
Lastly, build strong internal relationships. You’ll rely heavily on other departments like sales, product and support. Make friends across your company; they’re the backstage crew that helps you shine in front of the client. Plus, it just makes the job way more fun.
