EPISODE · Feb 16, 2026 · 26 MIN

Ep 46 | Arek Czarnecki

from Mastering CS: Candid Leader Insights · host Custify | Customer Success

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Arek Czarnecki, Head of Customer Success at Gridaly, an all-in-one event management platform that helps organizers run virtual, hybrid, and in-person events end to end. Arek shares how he transitioned from Sales into Customer Success and rebuilt the entire CS function from scratch inside a fast-growing startup. They discuss what it takes to scale customer delivery in an event-driven business with seasonality, tight timelines, and high expectations—while building processes, selecting tools on a limited budget, and introducing AI-enabled workflows without losing the personal touch customers value.What You’ll Learn:☑️ How Arek transitioned from Sales into Customer Success leadership☑️ What building a CS function from scratch looked like at Gridaly☑️ The three early priorities: people, process, and tooling☑️ Why Gridaly hired junior talent first☑️ How seasonality impacts CS resourcing and planning☑️ How Sales → CS handovers work today☑️ Why Success and Support were split into separate functions☑️ The five AI and automation workflows powering efficiency☑️ Navigating the scaling tension between efficiency and personal touch☑️ Arek’s leadership philosophy for driving retention----With Custify, you can:☑️ automate daily tasks through Playbooks☑️ build individual customer #HealthScores ☑️ create customer segments☑️ improve your customer communication strategy ☑️ streamline your onboarding process☑️ track customers’ journeys every step of the way☑️ get a 360 view of their progressWant to do great things with your customer success initiative? Keep in touch with us below:⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Contact Us⁠

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Ep 46 | Arek Czarnecki

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