Meet David: Our new Customer Success Manager helping dealerships and OEMs thrive in a digital-first world

David joins Phyron as one of our newest Customer Success Managers. His friends call him “the world’s busiest man”, and within minutes of chatting to him, you can see why.

He loves staying active, loves learning and genuinely loves helping people get the most out of technology. Now, he’s bringing that pace and positivity to dealerships, OEMs and agency partners across the automotive sector.

To get to know him a little better, we sat down for a Q&A about his journey, his views on customer experience and what excites him about the future at Phyron.

What made you want to join Phyron?

Having spent years in software-focused roles, David immediately saw the potential in our technology and the gap it fills for dealerships and OEMs.

“The automotive sector has been a bit behind, so helping dealerships and OEMs go through that digital transformation felt like a really exciting opportunity.”

But the culture struck him just as much as the product. He speaks warmly about his previous experiences with Scandinavian teams and how naturally that style of working resonates with him.

“I’ve always fitted well into the Scandinavian style of working. Phyron has product market fit but still has that start-up spark. It’s evolving and building rather than standing still. That combination is rare.”

For David, it simply felt like the right place at the right time.

Tell us a bit about your background in customer success

David’s career journey has always centred on people. Before moving into customer success, he worked in business development and account management which taught him the importance of asking the right questions and genuinely listening.

“I’ve been in Customer Success since 2021, after several years in business development and account management. I’ve handled everything from onboarding to renewals and expansion.”

This experience shaped how he defines success in his role today.

“I enjoy connecting the dots between customer goals and product value. When the customer grows, the business grows too.”

For him, it’s about understanding the whole picture, not just the product.

What will you be focusing on day to day at Phyron?

David is excited about working across both dealerships and agency partners.

“Agencies often have strong relationships with their clients, and dealerships can have multi-site setups, so the reach can be huge.”

He talks about the role with a real sense of ownership, not just in delivering value, but in helping customers feel confident and supported.

“I’ll be helping agencies sharpen their value proposition, and with dealers it’s about making sure everything is set up correctly so they see the outcomes they expect.”

And as part of this, he sees Customer Success as the steady hand throughout a customer’s journey.

“Even with a delivery team, CS makes sure nothing falls through the cracks. You want customers not just using the product, but getting real value from it.”

In your view, what makes a great customer experience?

David believes that good relationships start with understanding, not assumptions.

“People buy software because they have a pain point. Not because it’s shiny or trendy.”

He spends time digging into what customers are actually dealing with, so he can help them move toward a better outcome.

“I want to understand what’s going on underneath and what their ideal outcome is. Once you’ve got that clarity, you can align properly.”

This philosophy underpins how he supports customers every day.

Can you share a memorable customer experience from your personal life?

David recently completed a lengthy home renovation, which provided more customer service stories than he expected. One experience in particular stuck with him and still makes him shake his head.

“A furniture retailer delivered the same cabinet four separate times, and each one had a defect.”

It wasn’t just the faulty products that frustrated him, it was the disconnect between the effort asked of him and the effort the company made in return.

“From their side it was just resending a cabinet. From my side it was rearranging my plans, travelling back and forth and waiting for deliveries that never arrived on time.”

Not every experience is negative though. He lights up when describing his experience with Amazon after returning a months-old chair.

“Most retailers would say your 30 days are up, but Amazon refunded me instantly and arranged the return without any hassle.”

These contrasting experiences shape how he approaches his own role.

“Some companies do the bare minimum. Others go that extra layer, and that completely changes how you see them.”

You attended AM Live with the Phyron team recently, what were your biggest takeaways?

David loved the energy at AM Live and the window it gave him into the challenges and opportunities facing dealerships today.

“Agentic AI is here now. Companies that adopt it early and properly will gain a serious advantage.”

But he also noticed something he feels the industry needs to handle more thoughtfully.

“Five years ago saying you were an AI company meant something. Now almost every SaaS business claims it, even if only a small part of what they do uses AI.”

For him, the companies who win will be those who show real substance.

“If everyone calls themselves an AI company, then no one stands out. The opportunity is focusing on automation and genuine impact like we do at Phyron.”

What excites you most about Phyron’s position in the industry?

David speaks with enthusiasm about Phyron’s product roadmap and how quickly the team delivers new features.

“Phyron moves fast and the releases are meaningful. That’s a huge advantage.”

He appreciates that nothing feels hypothetical or far-off and that it’s real, tangible progress.

“These aren’t distant concepts. They’re features arriving soon, and it means I can genuinely excite customers about what’s coming.”

Having worked in places where innovation slowed, he finds this momentum refreshing.

And outside of work, what keeps you inspired?

This is where the nickname makes perfect sense. David does not sit still. Whether it’s evening football, weekend padel games or time on the golf course, he’s always on the move.

“I play six-a-side football twice a week, I love padel, I’m big into golf and I’ve got a Liverpool season ticket.”

Travel is another huge part of his life and a big source of inspiration.

“I’ve been to around fifty countries. Me and my partner even planned a Southeast Asia trip around the Singapore Grand Prix. Travel gives you perspective and the best stories.”

He plans to bring that same curiosity and energy into his work at Phyron, helping customers explore what’s possible and supporting them every step of the way.