Ep 51 | Daniela Shikova
Episode 51 of the Mastering CS: Candid Leader Insights podcast, hosted by Custify | Customer Success, titled "Ep 51 | Daniela Shikova" was published on March 25, 2026 and runs 28 minutes.
March 25, 2026 ·28m · Mastering CS: Candid Leader Insights
Summary
In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Daniela Shikova, Manager Customer Success at TrialHub, a platform helping pharma and CRO teams plan smarter clinical trials. Daniela shares how she built a Customer Success function from scratch in one of the most regulated industries in the world, and what makes CS in clinical research fundamentally different.What You’ll Learn:☑️ How a background in patient organizations and EU policy translates into CS☑️ What customer success looks like in a highly regulated industry☑️ Why TrialHub tracks jobs-to-be-done interviews and value stories as core metrics☑️ How to build long-term trust with enterprise pharma clients as a startup☑️ How to turn client feedback into product improvements without overcomplicating the roadmap☑️ What changes when moving from a solo CSM role to managing a CS team----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 Daniela Shikova, Manager Customer Success at TrialHub, a platform helping pharma and CRO teams plan smarter clinical trials. Daniela shares how she built a Customer Success function from scratch in one of the most regulated industries in the world, and what makes CS in clinical research fundamentally different.
What You’ll Learn:
☑️ How a background in patient organizations and EU policy translates into CS
☑️ What customer success looks like in a highly regulated industry
☑️ Why TrialHub tracks jobs-to-be-done interviews and value stories as core metrics
☑️ How to build long-term trust with enterprise pharma clients as a startup
☑️ How to turn client feedback into product improvements without overcomplicating the roadmap
☑️ What changes when moving from a solo CSM role to managing a CS team
----
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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