This Customer Success Manager is Creating Exceptional Experiences for CRäKN Customers

Posted July 10, 2019

4 min read

Meet Michelle Hetlage, and you’ll immediately see how she’s an advocate for every CRäKN customer.

Many customers know her as a valued part of our Customer Success team, but it might surprise them to learn that Michelle actually started in a sales role at CRäKN.

“I reached out to funeral homes that had not heard of CRäKN before and introduced them to our amazing product,” she explains. “I enjoyed showing funeral home owners that were seeing us for the first time, our amazing solution.”

As one of the first sales people at CRäKN, Michelle was extremely successful in her role. She says it was enjoyable and natural for her, in part, because of how excited and passionate customers were about CRäKN as soon as they were introduced to the tools. “Their excitement for CRäKN was contagious,” she says.

It turns out, however, Michelle was becoming a major, trusted advisor for customers.

And, that’s why, despite her success in business development, she eventually transitioned into a different role. Today, she’s a Customer Success Manager on the team.

As a key part of Customer Success at CRäKN, she works with funeral homes to make sure they have an exceptional experience throughout their entire journey with CRäKN. That involves proactive planning, training, helping with onboarding, and making sure customers are able to meet their objectives and able to get the most out of CRäKN.

When we sat down with Michelle as a part of our “Get to Know the CRäKN team” interview series, Michelle explained that she really enjoys helping customers realize the full value of CRäKN. “This has probably been my favorite role in my career so far. I work every day with our clients to find solutions for problems before they even occur. I love to work one on one with the staff, teaching them about CRäKN, and all of the exciting ways we can help make their life easier.”

Keep reading to see what her mantra is, and what she’s looking forward to in the coming months in her role.

Q: What’s one word that best describes you?

I’ll go with a word a co-worker used to describe me recently: Bubbly.

Q: That seems like a good fit! Do you have a mantra you live by?

“Accept that turbulence is here to stay.” No day is a smooth flight, there will be some bumps we will have to navigate and overcome. The goal is to get to the end of the day with a smooth landing, or a glass of wine.

Q: What would surprise people to learn about you?

I am really an extremely shy person and I hate speaking in front of people. All the bubbliness is my way of fighting every day to overcome it.

Q: What are you most looking forward to in the coming months at CRaKN?

We are growing and changing at such a rapid pace. I am excited to see all of the exciting features we will bring to CRäKN in the coming months. I am excited to meet and get to know new funeral home owners as they become clients of CRäKN.

We have only just begun creating solutions that truly matter to our funeral home owners, I can’t wait to see what we think of next!

Learn More About How CRäKN Can Help Your Funeral Home

CRäKN’s productivity and efficiency tools give you all the tools to manage your funeral home. It even integrates with your accounting system, call answering service, website, stationery, and more—helping you to save hours on each and every arrangement.

Spend less time on admin and day-to-day operations, and spend more time with families. See how CRäKN can helps you be more productive and efficient each day: request a demo today.

Categories: Industry


CRaKN CRäKN logo

We help funeral professionals save time, prevent duplicate work & reduce errors. Focus on the family, let us focus on helping you. Request a demo today!