Branislav Smik: Learning, leading, and leveling up in Customer Success

The grass isn’t always greener.

During your studies, you spent time abroad in the USA, Norway, and France. What was the biggest value of exploring foreign countries and studying abroad? 

Studying and living abroad was an eye-opening experience in many ways. The biggest value, looking back, was how it put things into perspective. Experiencing different cultures, meeting new people, and even picking up bits of new languages were all great, but what really stuck with me was realizing how different societies function—both their strengths and their challenges. It made me more aware of what I had taken for granted back home and, at the same time, gave me ideas for things we could learn from other countries. 

You speak multiple languages—English, German, and even some Norwegian. Does knowing different languages give you a unique perspective on problem-solving? 

Yes, definitely. For me, languages—and communication in general—aren’t just about speaking; they’re about understanding the culture and the people behind them. Language shapes the way we think, and when you switch between different languages, you often find yourself approaching problems from different perspectives. That’s something I’ve found really valuable, both in problem-solving and in working with customers and partners from different backgrounds. 

What led you to study and travel to these different countries? 

I studied in Norway and France for a semester each through the Erasmus program and spent about a year in the U.S., first as part of a high school exchange program, later returning for a summer job. It's fair to say these experiences laid the foundation for my education, learning, and professional skills, and had a huge impact on my future career. 

You’ve been with Kentico for almost eight years, starting while you were still in your master’s program. What has that journey been like? 

I started part-time as a Technical Writer, writing documentation and code examples for our digital experience platform, then transitioned into a full-time role. Over time, I took on more responsibilities—first leading the Customer Education team, then expanding into Consulting, as well. It’s been quite a journey, but with each new responsibility I grew and learned a lot. 

Did you always gravitate towards educational roles, or did that interest develop over time? 

Not initially. I studied Computer Science as I’ve always loved the technical side of things, but I didn’t see myself as a full-time Software Engineer. I wanted to combine my technical expertise with communication, and Customer Success turned out to be the perfect fit. 

You now lead a team of nearly 20 people. What’s the most challenging part of that role, and what do you love most about it? 

The biggest challenge is switching contexts—managing multiple projects, people and teams, and staying up to date with our ever-evolving product and technologies. All while trying to align with the strategy and business needs. But that’s also what makes it exciting. The variety of challenges, working with partners and customers across the globe, and staying on top of industry trends are the best parts of the job. No two days are the same, which keeps it engaging. 

What skills are most important for someone looking to work in consulting and customer education? 

A common misconception is that technical skills matter most. While a relevant background helps, what truly counts is being responsible, eager to learn, and adaptable. Often, those with fewer technical qualifications perform better because they are more open to learning and can pick up new skills faster. I always tell people to ‘be a sponge’—absorb as much as possible, especially in a new role. Some of the best team members aren’t necessarily the most technical but are the most curious and proactive ones.

Upgrading without the headache.

With the transition from Kentico Xperience 13 to Xperience by Kentico, how are we making the upgrade process easier for customers? 

We support customers on all fronts—comprehensive documentation and training guides, hands-on consulting services, and tailored partner enablement. We don’t just expect customers to figure it out; we actively help them succeed. We recently launched new partner services to guide them through their first DXP upgrade, while helping and teaching them to make their future upgrades as effective and simple as possible. 

Explore the upgrade process for Xperience by Kentico.

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