Meet Hannah: Our Customer Success Superstar

An interview with our customer success lead

Meet Hannah

If you’ve ever ordered a Keepsake, then you’ve received an email from Hannah to make sure you loved your frame. Based in Seattle, she’s the one checking each photo before printing, helping with special requests, and passing along your feedback so we can keep improving Keepsake.


What does a day in your life look like?

Make coffee, review orders and make sure image files look great before they go into production at the studio, then I read and respond to all the customer emails I can! Depending on the day, I’m involved in meetings with our studios to make sure everything is running smoothly and to report any customer feedback.

What’s it like to help Keepsake customers?

I love how personal I get to be with our customers. Over the past three years, there are quite a few returning customers who I've had the pleasure of helping on multiple occasions and it feels almost like helping a friend. Also, the number of customers who reach out and share personal stories about their Keepsake or how our service has brought a sense of light to their family during some tough times. It is super meaningful.

What is the best thing about your job?

Since we are such a small company, it is so rewarding to play a part in so many aspects of creating a meaningful experience for the customer. For example, having someone reach out with a specific frame request, bringing that suggestion to the team, seeing the frame design process, naming a new frame, and then seeing a photo of that frame up on someone’s wall is quite cool.

What’s the hardest thing about your job?

Knowing that I can’t help everyone 24/7 :)

What’s the funniest or craziest customer request you’ve ever received?

If we could ship a frame to Antarctica - sorry we don’t ship internationally (yet)!

What are your top 3 tips for customers ordering framed photos?

Always consider lighting when taking a photo! It is always best to avoid screenshots or photos taken from Instagram/Facebook (low quality) If it makes you happy, then it's worth framing :)

How do you make sure that the customer is going to love their Keepsake frame?

The quality of our frames and materials makes my job pretty easy, but I review each order to make sure the cropping looks appropriate and will make tweaks if I think it will make the customer even happier with the finished product.

What’s your favorite thing to do when you’re not helping Keepsake customers frame their special moments?

Cuddle my dog, Birdie, and work on renovation projects around the house.

What’s your favorite thing to do in Seattle?

I love to spend time outdoors, whether that is skiing, hiking, or being out on the water. And, I’ll admit, I’m forever on the hunt for the best happy hour spots!

P.S. Did we mention Hannah’s also a professional equestrian? Hannah Horse

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