At Dstny, it's the people who make the real difference, and Ramin is a perfect example of that. As our Customer Retention Manager for Dstny Sweden, Ramin brings a ton of experience from his many years in the telecom industry, combined with a passion for teamwork and improving customer relationships. Whether he's streamlining processes, analyzing data, or making sure customers stay happy, Ramin plays a crucial role in ensuring we build long-lasting partnerships with our clients.
I spent about 11 years working at Tre, where I had a lot of interaction with Soluno, which was later acquired by Dstny. At Tre, I was on the business side, and we frequently collaborated with Soluno, especially since we used their telephony platform as part of our offerings. Through that collaboration, I got to know many people from Soluno and later Dstny, and when several of my former colleagues moved to Dstny, I was already familiar with the company and its culture. After over a decade at Tre, I started to feel ready for a new challenge, and that's when Dstny reached out to me.
Yes exactly, I was headhunted to join as Head of Support, which felt like a great fit considering my background in customer service and business operations. When Dstny approached me, they were going through a period of rapid growth and needed to strengthen their internal support processes to handle the increasing number of customers in a scalable way. The challenge was exciting — restructuring how support was organized, improving customer case handling, and setting up feedback loops to gather insights on why customers might leave us. After implementing those improvements and establishing the core processes within support, I saw an even greater need for a dedicated strategy around churn and customer loyalty. That’s when I was asked to step into my current role as Customer Retention Manager. It felt like a natural progression from the work I had done in support, and I was eager to focus more on understanding customer behavior and developing strategies to retain them.
The biggest challenge has been finding the best ways to predict and manage churn, ensuring we can act proactively to retain customers. Understanding why a customer leaves is only part of the solution; the key is to anticipate which customers might be at risk before they even consider leaving. Being proactive and addressing issues early is crucial for long-term retention. To achieve this, we rely on strong data insights, the right analysis tools, and a dedicated team that can turn information into actionable strategies. It’s an ongoing process, but we’re continually refining our approach to stay ahead and ensure our customers remain satisfied and loyal.
My day typically starts with checking my email and following up on any responses from customers, partners, or internal teams. At the same time, I’m usually multitasking, like helping my child get dressed for the day, haha. At 9:00 AM, I’ve arrived at the office where we have a daily stand-up meeting with my team of three people, where we check in on the progress of their projects. This meeting usually takes about 15 minutes. After that, we block off about 1.5 hours to call customers who have submitted churn requests. During these calls, we conduct exit interviews and update our churn file with all the relevant data. It’s not just about exit interviews, though — we also reach out to partners proactively to check in and see if they need any support.
After these calls, I review our ongoing projects to prepare for the rest of the day. Some tasks could involve building solutions in HubSpot, or meeting with my manager to discuss what we need to prioritize. A typical “finding” — an issue or improvement we identify — can either be something I can address within an hour or might evolve into a week-long project. My role involves a lot of switching between high-level analysis and hands-on customer and partner interactions, which makes every day dynamic and engaging.
One of the main reasons I work from the office is so that I can get help immediately and not get stuck on something, wasting time. My team is 100% smarter than me; it’s like having three brains against one, haha! I do my best to support them, and they help me as best they can. Being surrounded by knowledgeable colleagues keeps me on track and boosts my productivity. I also believe in staying focused by maintaining open communication and getting quick feedback on ongoing projects, which is something I can easily do when I’m at the office.
I'm really excited about the collaboration with our new CEO, Jonas Angleflod, who brings a fresh focus on innovative and automated solutions. It feels like we finally have clear leadership, and everyone is aligned toward the same goals. There’s a strong sense of shared responsibility now, both internally within the company and in how we serve our customers. It's an exciting time because we’re all working towards the same mission, and there's so much potential for growth. I’m looking forward to seeing how these new initiatives play out.
I really appreciate all the Dstny Wellbeing initiatives. There’s always something being done to ensure we feel good at the office! Suddenly, there are blueberries in the kitchen, a workout session together at SATS, or an after-work event! I’m a very active person myself, so I love working for a company that encourages us to keep moving and take care of our health. It genuinely makes coming to work more enjoyable and contributes to a positive atmosphere.
Ramin’s journey at Dstny highlights how important innovation, teamwork, and staying focused on the customer are in a growing company. His commitment to improving customer retention and building strong relationships is key to Dstny’s ongoing success. With his eyes on the future, Ramin is dedicated to making a positive impact for both our customers and the company. We’re very excited to see how his skills will continue to drive Dstny’s growth in the years to come!