Walk us through your background in five sentences...
Until the end of university, I had no idea which direction to take. Then, by chance, I found myself in the world of customer relations and business development in the IT sector. The right place and the right people left a lasting mark.
The right environment and those first strong experiences quickly showed me that this role suits me: being at the forefront of the company, representing its face, while also contributing to strategy. The balance between communication and strategy still keeps me motivated.
In my personal life, I stay balanced through dance classes, hiking trails, and time at home - where I’m growing alongside a small but very strong character who is now almost four years old.
What makes a good Head of Customer Success?
A good leader, regardless of title, knows how to listen, build trust, and offer support. Without support, results inevitably suffer.
Specifically, a good Head of Customer Success is someone who can build reliable, long-term relationships both inside and outside the company. They have strong communication skills, the ability to anticipate problems, a solution-oriented mindset, and the capacity to see the bigger picture. Most importantly, they have a genuine interest in the success of their clients.
What has been the most valuable lesson in your career so far?
I’m naturally more of a slow starter - I like to polish every detail before launching. But life has taught me that no idea moves forward that way. My biggest growth spurts have come from mentors, coaches, and leaders who acted as accountability partners: people to whom I voiced my ideas and who pushed me to make them happen.
The simple conclusion: don’t play with ideas only in your head. A good sounding board speeds up progress immensely.
We know you like trying new things. What exciting experiences have you had recently?
At the start of this year, I went to Portugal and tried surfing for the first time. Naturally, I managed to injure myself before even getting on the board (classic!). Luckily, I still caught some waves in the following days and even stood up — that feeling of riding a wave was incredible.
In winter, I tried an e-fatbike on Estonia’s snowy and “mountainous” trails - an unexpectedly thrilling and adrenaline-filled experience. I’ve also ticked off several dream travel destinations: exploring the US West Coast in a campervan and hiking in Europe’s mountains.
And one more new and heartfelt step - I joined the volunteers of the charity foundation My Dream Day to help fulfil the dreams of chronically ill children. It’s an experience that puts everyday life into a completely different perspective.
What new thing do you plan to try next year?
Professionally, I’ve been nurturing an idea for a while - to create a welcoming community for people with similar interests. I won’t reveal details yet, as they still need to fall into place, but the direction is exciting and close to my heart. Hopefully, it will kick off early next year.
I’d also love to attend a major international dance festival or workshop. Whether that happens next year, I can’t promise, but the dream is there and the thoughts are moving in that direction.
What’s the first thing that comes to mind when you hear the word “collaboration”?
(Good) collaboration means truly listening - not to respond, but to understand. It requires constructive discussions where everyone’s input matters and a focus on solutions rather than blame. When trust and openness exist, the best results follow.
What kind of customer experience do you want to create for Primend’s clients?
I want clients to feel that working with Primend flows naturally, like a conversation that moves things forward. That they feel we listen, understand, and offer solutions they genuinely need. Not just reacting, but thinking along with them. We aim to be a partner who helps map out their IT future, not just solve today’s issues.
Favourite lunch spot in Ülemiste City?
I haven’t tried all the places yet, but I can name a few. Dylan is always a safe bet - there’s something for almost every taste. TLB Burger is perfect for a relaxed Friday “cheat day”. And if there’s more time to enjoy lunch, Mona is an excellent choice.