Ep 48 | Gillian Stringer
Episode 48 of the Mastering CS: Candid Leader Insights podcast, hosted by Custify | Customer Success, titled "Ep 48 | Gillian Stringer" was published on March 9, 2026 and runs 28 minutes.
March 9, 2026 ·28m · Mastering CS: Candid Leader Insights
Summary
In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Gillian Stringer, Senior Client Partner at Enrich. They discuss how Customer Success evolves from platform enablement to true business partnership, why protecting the relationship can sometimes backfire, and how CS teams can align with Sales to drive retention and growth.What You’ll Learn:☑️ Why change management becomes central as CS roles grow more strategic☑️ Why selling features rarely drives expansion☑️ The misconception many CSMs have about being “commercial”☑️ When protecting the customer relationship can backfire☑️ Why churn mitigation rarely works once churn is announced☑️ The foundations of strong renewals: ICP fit, onboarding, and milestone-based success☑️ How forecasting churn improves control over a book of business☑️ How CSMs build stronger relationships with Sales teams☑️ Why agreeableness alone does not define great Customer Success----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
Episode Description
In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Gillian Stringer, Senior Client Partner at Enrich. They discuss how Customer Success evolves from platform enablement to true business partnership, why protecting the relationship can sometimes backfire, and how CS teams can align with Sales to drive retention and growth.
What You’ll Learn:
☑️ Why change management becomes central as CS roles grow more strategic
☑️ Why selling features rarely drives expansion
☑️ The misconception many CSMs have about being “commercial”
☑️ When protecting the customer relationship can backfire
☑️ Why churn mitigation rarely works once churn is announced
☑️ The foundations of strong renewals: ICP fit, onboarding, and milestone-based success
☑️ How forecasting churn improves control over a book of business
☑️ How CSMs build stronger relationships with Sales teams
☑️ Why agreeableness alone does not define great Customer Success
----
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 progress
Want to do great things with your customer success initiative? Keep in touch with us below:
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