Meet Michael Irvin, our Head of Customer Success at Pistachio. Michael’s journey has taken him from a small mining village in Yorkshire to leadership roles in sales and customer success across several industries in Norway. In this Employee Spotlight, he shares how he went from aspiring musician to a career in sales, what Customer Success means at Pistachio, and what his perfect day off looks like. Let’s get to know the person behind the role a little better!
Q: Tell us a little bit about your background and how you got to where you are today.
I was born in the south of England, but around the age of 12 or 13, I moved up north to Yorkshire, to a small mining village just outside Leeds. The industry isn’t what it once was, but the place is full of people trying to figure out their path, which I could definitely relate to.
My original plan was to become a musician, and I was even accepted into the British Institute of Modern Music. I primarily play guitar but also some bass and piano. But life had other plans, and that path didn’t quite work out. Music is still a big part of my life, but now it’s more of a casual hobby than a career ambition. For a while, I jumped between different jobs. Then at 24, I got a job offer in Norway. I packed up my two dogs, made the move, and haven’t looked back since.
Since then, I’ve worked across several industries, always in some form of sales. From retail and tech to international education. Most recently, I was at EF Academy, helping recruit students to the UK and US. Then in February this year, I joined Pistachio. I started as a Sales Manager and a few months ago I transitioned into my current role as Head of Customer Success.
Q: What sets Pistachio apart from other places you’ve worked?
From a commercial team perspective, I would say it’s the opportunity for growth. Pistachio is a very dynamic environment and a company that is constantly growing. This creates space to explore different roles and responsibilities.
Whether you’re in sales or customer success, you get the chance to test what you're good at, stretch into new areas, and grow into roles that align with your strengths. That’s not something you get everywhere.
Q: In your own words, what does Customer Success mean at Pistachio?
At the heart of it, happy customers. But it’s more than that.
A big part of our job is reducing pressure on the people we work with. We want to make our customers’ experience as smooth and stress-free as possible for them. Our customers are busy people, often juggling more than they should. If we can take a few things off their plate, save them time, and help them reach their goals with less friction, then we’re doing our job. That’s what success looks like for us.
Q: Which parts of your experience as a Sales Manager do you use most as Head of Customer Success?
The relationship-building side.
In sales, especially when managing a team, you spend a lot of time nurturing connections and staying engaged with people. That part doesn’t change in CS. I still spend my time getting to know customers, building trust, and making sure we have open lines of communication. That’s the part that carried over most naturally for me.
Q: What’s a common misconception about Customer Success you’d like to clear up?
That we’re just here to take your money.
It might sound simple, but I think people sometimes assume Customer Success is just a friendly extension of sales. While we do work in a commercial context, our role is to support people, not just sell to them. We meet customers where they are, try to understand their challenges, and focus on long-term outcomes. Sales might get you in the door, but CS is about building something that lasts.
Q: What’s your favorite way to spend a day off?
Curled up with a good sci-fi or fantasy book. Ideally in a cabin, with a fireplace going and my girlfriend nearby. I love unplugging from the real world and diving into stories where I don’t have to think about anything else. That is peak relaxation for me.
Q: What three words would your friends or coworkers use to describe you?
Reliable. Calm. Stubborn.
In tough situations, I think people trust me to stay level-headed and clear-thinking. I’m someone who can keep a cool head when things get messy. That said, once I’ve made up my mind about something, it’s not always easy to change it. So those three probably sum me up, for better or worse.
Q: If you could instantly learn any skill, what would it be and why?
I’ve got two and I can't pick between them.
First, driving. I never got my license mostly because I’ve always lived in big cities where public transport did the trick. But being able to jump in a car and go wherever I want would definitely make life easier and bring a new level of freedom.
Second, speaking Norwegian. After 13 years here, it’s about time I learned it properly. I can get by with intermediate conversations, but I’d love to keep up in fast-paced chats and fully blend in with the locals. It’s time.
We hope you enjoyed getting to know Michael a little better. Stay tuned as we shine a light on the unique personalities that make our team so great!
