Boaz de Wolf about Customer Success at Owlin

At Owlin, we couldn’t do what we do without the incredible contributions of our team. In our interview series, The People of Owlin, we spotlight the individuals behind the company, diving into their daily work, backgrounds, and visions for the future. In this edition: Boaz de Wolf, our Customer Success Specialist, shares his journey at Owlin, telling us about connecting with clients and ensuring they get the most value from our solution.

Could you tell a bit about your background?

“Last year, I completed my bachelor’s degree in International Business at Zuyd Hogeschool in Maastricht. While writing my thesis, I worked with a recruitment company, researching recruitment from Poland to the Netherlands. Before that, I interned in the accounting department of DHL for seven months, gaining valuable corporate experience.This combination of experiences has drawn me to smaller companies like Owlin, where I can make an impact in a collaborative environment.”

You initially joined Owlin as an intern—what motivated you to stay and take on the role of Customer Success Specialist?

“The main thing that motivated me to stay was the people. I enjoy working with my colleagues, and that’s always been a key driver for me. It doesn’t feel the same if the work is fun, but the people aren’t. Luckily, at Owlin, both the work and the colleagues are great.

I also enjoy the nature of the job. I love having client contact—it suits me well. I don’t have a technical background, but I enjoy talking to people and finding ways to help them. During my internship, I felt that my contributions were valued, and when Owlin offered me the opportunity to stay, I gladly accepted.”

What does your role as a Customer Success Specialist involve, and how would you describe your primary responsibilities?

“Customer success isn’t just about keeping our clients happy—it’s about going a step further. It’s being proactive and thinking ahead for our clients. My role involves listening to them, understanding their needs, and finding ways to address them proactively.

On a practical level, I spend a lot of time creating overviews of customer data, which helps us better understand how clients engage with our product and how they feel about it. I also have weekly or bi-weekly calls with clients to address their questions or concerns.

Additionally, I give training sessions for new users and demos of our dashboard. Explaining how our solution works and helping clients understand their value is a key part of my responsibilities.”

You’ve been at Owlin for six months—what have been the biggest highlights or learning moments for you so far?

“My biggest learning moment has been explaining our product and dashboard to clients. To do that effectively, I first needed to understand it fully myself. Teaching others has helped me identify gaps in my knowledge and has deepened my understanding of how clients use Owlin and how it brings value to them.

Every demo I give feels like a learning moment because I gain new insights into our clients’ needs and how they interact with the product. It’s been a continuous growth process and taking on more responsibility as I go.”

How do you onboard new customers and help them understand the value of Owlin’s solution?

“I start by giving each new client a warm welcome and letting them know how excited we are to work with them. Then, I guide them through a demo of our dashboard, going through every feature and explaining how they can use it in their daily roles.

I don’t just explain what the features do—I try translating them into practical use cases for the client. For example, I’ll talk about how they can immediately use a specific feature to improve their workflow or decision-making. I aim to make sure our customers can leverage Owlin as good as possible from day one.”

What challenges have you encountered as you’ve settled into the role, and how have you worked to overcome them?

“One of my challenges has been improving my punctuality and time management. In this role, being on time and meeting deadlines is crucial. I’ve taken this very seriously and, so far, I haven’t missed any deadlines, which I’m proud of.

Another challenge is staying composed under pressure, especially when things go wrong. For example, there was a day when several issues occurred at once, requiring quick problem-solving and adaptability. While it was stressful, I learned how to stay professional and maintain quality, even under less-than-ideal circumstances.”

How does working closely with other teams at Owlin—like product or sales—help you provide better customer support?

“Collaboration with other teams is critical. I handle the client contact, but if there’s an issue or a feature that needs improvement, I must communicate that to the data or tech teams. I rely on them to provide the technical solutions that clients need.

One thing I love about Owlin is that everyone is very approachable. It’s a smaller company with little hierarchy, so if there’s an urgent issue, I can usually get it resolved quickly. It’s a very efficient and collaborative environment, which makes my job easier and more effective.”

As you continue to grow in this role, what are your personal goals for the future, and what impact do you hope to have at Owlin?

“I want to become a stable pillar for the company— someone the team and our clients can rely on. My goal is to ensure that clients are happy with Owlin and its solution and trust me as their point of contact.

On a personal level, I want to continue learning and growing in this role. I want to get good at managing my current responsibilities and continue adding value to Owlin as we move forward.”