Mastering CS: Candid Leader Insights

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Alex Frunza, Head of Customer Success, Enablement and Support at Otera, a company automating complex enterprise workflows across systems. Alex shares why Customer Success can’t operate as a silo in enterprise environments, what ownership really means when delivery happens through partners, and how to balance startup speed with enterprise discipline. He also explores what skills will matter most for CS leaders as AI continues to reshape the industry.What You’ll Learn:☑️ How a technical support background shapes CS leadership☑️ Why CS cannot operate as a standalone function in enterprise automation☑️ What breaks first when CS is isolated from the rest of the organization☑️ How to define ownership when delivery happens through partners☑️ What enablement means and how it changes based on company goals☑️ How to balance startup velocity with enterprise decision-making pace☑️ What skills will matter most for CS leaders in an AI-driven future----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down again with Porter Williams, Head of Customer Success at BrightHire. One year after his first appearance, Porter returns to share what has changed—from evolving their adoption framework to navigating BrightHire’s acquisition by Zoom. He offers a candid look at what it takes to build and scale a CS function in a fast-moving market, including how AI is reshaping adoption, why core usage is no longer enough, and what really stands in the way of CS automation.What You’ll Learn:☑️ Why core adoption is now just the baseline—and what comes next☑️ How BrightHire restructured adoption around use cases and outcomes☑️ What early executive alignment looks like and why it drives renewals☑️ How team segmentation reduced context-switching and improved delivery☑️ Why data—not tools—is the biggest blocker to CS automation☑️ How the Zoom acquisition shifted priorities without slowing execution----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Hana Gruzman, CS Operations and Enablement Lead at Agora. They discuss what it takes to build CS operations from scratch while scaling a team from 4 to 30+ people, how to structure a CS department into specialized mini-teams, and why health scores alone are not enough to predict churn. Hana also shares how AI is reshaping processes from sales handoffs to churn analysis in a fast-growing, complex environment.What You’ll Learn:☑️ What CS Operations and Enablement looks like in a fast-growing company☑️ How Agora scaled its CS team from 4 to 30+ people while maintaining alignment☑️ Why splitting CS into specialized mini-teams improves quality and efficiency☑️ How to build a health score system—and why it can still mislead☑️ How AI improves Sales → CS handoffs and churn prediction☑️ What enablement looks like in a complex, domain-heavy product environment☑️ What skills to build when transitioning from CSM to CS Operations----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Advi Bishnoi, Head of Consulting and Customer Success at SocialPlus. They discuss what customer success looks like when the product is a set of building blocks that each client assembles differently, why infrastructure-as-a-service requires a more consultative approach, and how to define success when every customer has a different North Star. Advi also shares how his team scaled to 100+ customers without sacrificing quality.What You’ll Learn:☑️ Why infrastructure-as-a-service requires a consultative CS approach☑️ How SocialPlus structures its CS and consulting teams—and where they overlap☑️ Why Advi moved from tier-based teams to regional structures for growth and development☑️ How CS and product share OKRs and collaborate on roadmap priorities☑️ What frameworks helped SocialPlus scale to 100+ customers while maintaining quality☑️ How Advi sees the future of CS evolving in an AI-driven world----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Dominik Nenicka, CS Team Lead at Resistant. They discuss what customer success looks like when your product’s job is to prevent problems before they happen, how to prove value when success means silence, and what it takes to scale a CS team in a company doubling revenue year over year. Dominik also shares why usage metrics can be misleading in fraud prevention and how to build trust with clients in security-sensitive industries.What You’ll Learn:☑️ Why Dominik moved from sales and account management into CS leadership☑️ How Resistant structures CS and account management as complementary functions☑️ Why usage metrics can mislead in fraud prevention—and what to measure instead☑️ How to build trust and gather insights in security-sensitive environments☑️ What changes structurally when a company doubles revenue year over year☑️ What skills matter most when hiring CSMs for complex, compliance-driven products----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Pietro Restivo, Manager of Customer Success at Mia Platform — a company helping enterprises scale their digital platforms across APIs, microservices, and DevOps environments. Pietro shares how his background as a product owner shaped his transition into Customer Success, how he built a CS function from the ground up, and why outcome-oriented thinking connects both roles. This episode is especially relevant for anyone working in CS, leading a CS team, or considering a move from product.What You’ll Learn:☑️ How a product owner background translates into a stronger CS practice☑️ Why Mia Platform organizes CS teams by industry vertical☑️ What a structured Sales → CS handoff looks like in practice☑️ How to advocate for customers without overwhelming the product roadmap☑️ Why internal team education is one of the first processes to formalize☑️ What becomes more complex as a CS function scales in a technical organization----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

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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Andrea Zen, Customer Success leader at Fairly Made. Andrea breaks down how CS operates at the intersection of sustainability, complex product data, and evolving regulations in fashion traceability. He shares how his background in fashion shaped a deeply customer-centric mindset, how his team manages diverse clients from luxury to mass market, and why success depends not just on retention metrics—but on customer maturity. He also explores how to manage a CS portfolio using revenue and margin logic, fix data gaps between Sales and CS, and balance customer advocacy with strong boundaries in a fast-moving startup.What You’ll Learn:☑️ How Andrea transitioned from fashion buying and merchandising into customer success☑️ Why customer centricity must extend across the entire business—not just CS☑️ What makes CS in fashion traceability more complex than standard SaaS☑️ How Fairly Made supports luxury, premium, and mass-market customers with different needs☑️ Why messy product data is a major operational barrier in fashion tech☑️ How Andrea uses ARR, churn, renewals, and NRR to assess customer maturity and growth☑️ Why portfolio management requires balancing revenue, effort, and client margin☑️ How low-touch experiences can still feel high-value when designed intentionally☑️ Where customer data is lost between Sales and CS—and how to fix it☑️ Why CS at Fairly Made depends on regulation knowledge and change management☑️ How Andrea helps his team balance customer advocacy with strong boundaries☑️ What non-traditional CS leaders must learn early: SaaS language, business context, and when to say no----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Cameron Hogg, Customer Success Manager at OneTrace, a construction technology platform that helps subcontractors track work, maintain compliance, and gain visibility across projects. Cameron shares what surprised him most when moving from licensing tech into construction SaaS, how CS teams drive adoption among field-based users, and why simplicity and fast onboarding are critical when customers need to start using software immediately.What You’ll Learn:☑️ What changes when moving from traditional SaaS into construction tech CS☑️ What strong adoption looks like for both small subcontractors and enterprise construction teams☑️ Why adoption in construction ties directly to compliance, cash flow, and project visibility☑️ How to drive stickiness with users who don’t consider themselves technical☑️ Why NRR and revenue retention are the clearest success metrics in this environment☑️ What a health score looks like when project risk comes from low visibility—not just low logins☑️ Why unstructured QBRs fail to create real customer value----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

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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Catalin Petre, Customer Success Manager at Several Nines, the company helping teams deploy, manage, and operate open-source databases in production. Catalin shares why he left a seven-year corporate career to join a scale-up, how CS operates when accounts are shared across Account Executives and technical teams, and why relationship-building, onboarding speed, and operational discipline are key drivers of renewals.What You’ll Learn:☑️ Why Catalin moved from corporate to a lean scale-up environment☑️ How CS works when accounts are shared across CS, AEs, and Solutions Architects☑️ Catalin’s end-to-end rhythm: onboarding, checklists, refreshers, and renewals☑️ How strong relationships speed up resolution and drive expansion☑️ The three health signals he trusts most: ticket patterns, refreshers, and renewal intent☑️ What he keeps scrappy vs. tightly documented when managing ~100 clients☑️ The five metrics leadership tracks: renewals, churn, upsell, new business, and value☑️ What qualifies someone for CS: experience, communication, networking, and timing----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

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

In this episode of Mastering CS Candid Leader Insights, Irina Cismas sits down with Ellen Quirke, Head of Customer Success at IRIS Audio, the AI audio company helping teams remove background noise and capture clearer conversations at scale.Ellen shares how her years as a high-performance athlete shaped the way she leads, prioritizes, and builds systems, then breaks down what it looks like to create a CS function from zero inside a fast-moving company. She explains how IRIS Audio serves both high-volume environments like BPOs and call centres and expands into mission-critical markets like emergency services, aviation, and defence, and why that expansion changes how CS must operate.----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Simon Montgomery, COO at ID-PAL, the identity verification platform helping businesses confirm who their customers really are in seconds. Simon shares how his journey from traditional banking into fintech and regtech shaped the way ID-PAL built its customer operations, how identity verification became a customer experience problem, and what it takes to scale a highly regulated SaaS business while keeping both end users and enterprise clients satisfied.He also breaks down how ID-PAL built automation without losing the human touch, how the team spots churn before it happens, and why operational discipline and company values drive long-term customer success.What You’ll Learn:☑️ How Simon’s banking and fintech background shaped ID-PAL’s customer experience at scale☑️ Why identity verification is both a CS and product challenge in regulated industries☑️ How ID-PAL serves end users and enterprise clients as distinct customer groups☑️ Balancing automation and human support without sacrificing experience☑️ How usage patterns and support signals help detect churn risk early☑️ What health scores and engagement metrics reveal about customer stability☑️ How cross-functional onboarding reduces friction for enterprise customers☑️ Why company values and culture directly influence customer outcomes☑️ What operational excellence looks like in a scaling regtech SaaS☑️ Simon’s approach to hiring, resilience, and leadership in growing CS teams----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Ryan Miller, Head of Customer Success at Cogniss. Ryan shares how an unconventional path through business strategy, entrepreneurship, and no-code development shaped the way he built Cogniss’s customer success function from the ground up.What You’ll Learn:☑️ How Ryan’s background in strategy, operations, and no-code shaped his customer-first leadership style☑️ How Cogniss built a CS function from “1.5 hires” to a global team supporting complex customer types☑️ Why success plans became the backbone of retention after losing two major accounts☑️ How the team cut onboarding time by 50% through curriculum design, productized learning, and embedded help☑️ The metrics Cogniss now uses to measure customer health across researchers, entrepreneurs, and clinicians☑️ How to align CS, product, and sales in a startup where customers are both creators and users☑️ What capacity constraints look like inside a high-growth CS team and how automation + AI relieve the pressure☑️ The foundational processes Ryan would build first if he were starting over today☑️ How AI reshapes the future role of CSMs in no-code product ecosystems----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Jonny Davies, Head of Customer Success at Vixio. Jonny unpacks how he is reshaping CS at Vixio — from redefining roles and rebuilding health scores to implementing automation and balancing commercial growth with genuine customer partnership. He also shares what true CS maturity looks like, how to scale teams under pressure, and why a growth mindset is the non-negotiable skill for CS leaders entering 2026.What You’ll Learn:☑️ How to evolve CS from a support function into a proactive, revenue-driving partner☑️ How Jonny rebuilt Vixio’s customer health score to reflect real behaviors, not misleading trend data☑️ What CS maturity actually looks like—and how to recognize when your org is getting there☑️ When to standardize processes vs. when to stay flexible and encourage creativity☑️ How to balance helping and selling to drive expansion without eroding trust☑️ Practical examples of where AI and automation actually add value in CS☑️ How to build resilient teams that thrive under pressure and change☑️ The leadership principles Jonny uses when coaching new heads of CS----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Sara Vera-Cruz Quintas, Customer Care & Success Manager at CargoFive. Sara shares insights from her multifaceted career spanning customer service, procurement, and sales — exploring negotiation, data-driven adoption, and how to unite Customer Care and CS for impact.What You’ll Learn:☑️ How sales & procurement skills translate to everyday CS negotiation☑️ Structuring one team across Customer Care and Customer Success☑️ Building a rigorous sales → CS handover and onboarding flow☑️ When (and why) high/medium/low-touch must change with company goals☑️ Turning data into action: the dashboards and signals that matter☑️ Spotting adoption risk early and moving accounts toward growth☑️ Practical advice for new CSMs on personas, patience, and clarity----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Glenn Debattista, COO at BetStarters. Glenn shares how his sportsbook trading background shaped his leadership style, how he scales B2B organizations, hires for attitude over ego, and builds trust-based teams that fuel growth.What You’ll Learn:☑️ How a trading & risk-management mindset translates to CS leadership☑️ Building and scaling lean, high-performing B2B teams☑️ Balancing customer partnership with realistic timelines (and saying “no”)☑️ Common scale-up challenges and how to mitigate them☑️ Practical advice for stepping into senior CS/COO roles in iGaming----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Jeroen Kuiper, Director of Customer Success at OpenUp, to discuss his journey in CS, leadership lessons, and how to maintain a customer-first mindset while scaling teams and processes.What You’ll Learn:☑️ How past experiences impacted customer success☑️ How to scale and grow the business☑️ How to keep a customer-centric culture while scaling☑️ How to structure your team for 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

In this episode, Irina Cismas, Head of Marketing at Custify, sits down with Grant Dutton, VP of Customer Success at Submittable. They discuss building exceptional CS teams, driving customer retention through proactive strategies, and integrating teams after acquisitions — offering valuable lessons for anyone passionate about customer success.What You’ll Learn:☑️ How to transition from reactive to proactive customer success strategies☑️ The key steps to building and structuring an effective CS team☑️ The importance of internal alignment for a seamless customer journey☑️ How to leverage technology and data to improve CS performance☑️ Insights into managing team integration during mergers and acquisitions☑️ Predictions for the future of customer success in 2025----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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Porter Williams, VP of Customer Success at BrightHire, to discuss how past experiences influenced his CS philosophy and how he scales customer-centric organizations effectively.What You’ll Learn:☑️ How past experiences impacted customer success☑️ How to scale and grow the business☑️ How to keep a customer-centric culture while scaling☑️ How to structure your team for 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

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Aaron Spence, Head of Customer Success at NoFraud, to discuss how his past experiences shaped his approach to customer success, scaling, and maintaining a customer-centric culture while growing the business.What You’ll Learn:☑️ How past experiences impacted customer success☑️ How to scale and grow the business☑️ How to keep a customer-centric culture while scaling☑️ How to structure your team for 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 Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Bettina Berger, Head of Customer Success at TalentAdore, to discuss her journey in CS and how she keeps her teams aligned, even in a hybrid work environment. What You’ll Learn: ☑️ How to find the right blend for hybrid work ☑️ The importance of a customer success team ☑️ How to prioritize the important tasks ☑️ How to sell the value of customer success internally ---- 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: ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at Custify, discussed with Christopher Warren-Gash, VP of Customer Success at Sympa. What You’ll Learn: ☑️ How past experiences impact customer success ☑️ How to create customer success strategies depending on the industry ☑️ The critical steps you need to take to build your CS career ☑️ How to scale an existing CS team ☑️ How to bring churn to zero ---- 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: ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at Custify, discussed with Craig Taylor, Head of Customer Success at SimplePoll. What You’ll Learn: ☑️ How past experiences impact customer success ☑️ How to implement a digital-first CS strategy ☑️ The importance of technology in CS ☑️ The right screening process for a CSP ---- 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: ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at Custify discussed with Philip Simon, Head of Customer Success at Rule. What You’ll Learn: ☑️ How to balance work life and personal life ☑️ The importance of a customer success team ☑️ How to prioritize customer success in a startup ☑️ How can CS help in the acquisition process ---- 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: ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In our latest episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, invites Karina De Alba, Head of Customer Success at Weglot. Karina talks about her amazing journey from being a dancer instructor in San Francisco to being the Head of CS at a company in Paris. What You’ll Learn: ☑️ How to switch from one career to another and master various skills ☑️ How to structure the CS customer success team ☑️ What are the right skills for CS ☑️ The importance of the right tool stack for CS ☑️ How to overcome customer challenges ---- 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: ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Mark Stagi, VP of Customer Success at Avoma, shares how his experiences as a marathon runner and father shape his leadership style, emphasizing the importance of personal goals, maintaining a learning mindset, and balancing work with stress-relief activities. What You’ll Learn: ☑️ How to balance work life and personal life ☑️ The importance of a customer success team ☑️ How to prioritize customer success in a startup ☑️ How can CS help in the acquisition process ---- 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: ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at Custify, discussed with Sandra Campo, Head of Customer Success at Froged. What you’ll learn: How to find the right blend for hybrid work The importance of a customer success team How to prioritize the important tasks How to sell the value of customer success internally ---- 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: ⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Contact Us⁠

Renata Kashiwaya Pinheiro, the VP of Customer Success at Zaptic, shares her inspiring career journey, from pursuing a degree in biology to becoming a customer success leader in the tech world, offering valuable insights into how she navigated these transitions and evolved her approach to building and leading successful CS teams. What you’ll learn: How to transition into customer success from different industries and roles Strategies to position customer success as a key function early in startups Balancing sales, product development, and customer success for optimal growth The role of technology in scaling customer success teams effectively How to handle customer requests and set expectations through transparent communication ---- 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: ⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Contact Us⁠

Josephine Kibibi, Manager of Customer Success at Workpay Africa, shares more about her journey in CS, the challenges she overcame, and the strategies she implemented. What you’ll learn: The importance of regular client interactions Key metrics for customer success How to keep your team focused How to deal with the biggest challenges in CS How to prove the value of the CS department internally ---- 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: ⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Contact Us⁠

In our new episode we discuss with Jordan Wyner, the Vice President of Customer Success at Softrip. Jordan shares her journey in CS, the challenges she overcame, and the strategies she implemented. What you’ll learn: How to help customers with their challenges The disadvantages of having a sticky product Key metrics for customer success How to motivate your CS team The importance of prioritizing customer needs ---- 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: ⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at Custify, sat down with Mio Mattsson, the Head of Customer Success at AlexisHR. Mio tells us more about his journey in CS, the challenges he overcame, and the strategies he implemented. What you’ll learn: ☑️ How to help customers with their challenges ☑️ The importance of data hygiene ☑️ Key metrics for customer success ☑️ How to keep your team focused ☑️ The role of AI in 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: ⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Contact Us⁠

In this episode, Anton Lagochniak, Customer Success Manager at SupplyHive discusses his journey in CS, the challenges he overcame, and the strategies he implemented. What you’ll learn: How to help customers with their challenges How to structure the CS customer success team Key metrics for customer success The importance of the right tool stack for CS How sales and customer success should collaborate ---- 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: ⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS, Candid Leader Insights podcast, Irina Cismas, Head of Marketing at Custify, sat down with Sara Arecco, the Head of Customer Success at Antavo. Sara talks about her amazing insights about her journey in CS, the challenges she overcame, and the strategies he implemented. What you’ll learn: How to have a growth mindset How to structure the customer success team What are the right skills for CS The importance of the right tool stack for CS How to overcome customer challenges ---- 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: ⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠ ⁠⁠⁠⁠Facebook⁠⁠⁠⁠ ⁠⁠⁠⁠Contact Us⁠

In our new episode, Irina Cismas, Head of Marketing at Custify, sits down with Alexandre Kinapenne, the Head of Customer Success at Nodalview to discuss amazing insights about his journey in CS, the challenges he overcame, and the strategies he implemented. What you’ll learn: How to have a growth mindset How to structure the CS customer success team What are the right skills for CS The importance of the right tool stack for CS How to overcome customer challenges ---- 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: ⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠ ⁠⁠⁠⁠Facebook⁠⁠⁠⁠ ⁠⁠⁠⁠Contact Us⁠

In this podcast, ⁠Irina Cismas⁠ welcomes ⁠Amy Newbury, Head of Customer Success at Kleene. Amy shares amazing insights about her journey in CS, the challenges she overcame, and the strategies she implemented. What you’ll learn: How to scale your CS department How to structure the CS customer success team What to prioritize in customer success The importance of the right tool stack for CS How to upsell and cross-sell ---- 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: ⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠ ⁠⁠⁠⁠Facebook⁠⁠⁠⁠ ⁠⁠⁠⁠Contact Us⁠

Here’s a new episode from our podcast - in which Irina Cismas talks to Ellie Yates, the Head of Customer Success at Signable. In this episode, Ellie shares amazing insights about her journey in CS, the challenges she overcame, and the strategies she implemented. What You’ll Learn: How to structure the CS team How to maintain a good relationship with sales Crucial skills for customer success professionals What to prioritize in customer success The importance of the right tool stack for CS ---- 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: ⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠ ⁠⁠⁠⁠Facebook⁠⁠⁠⁠ ⁠⁠⁠⁠Contact Us⁠

In this podcast, Irina Cismas welcomes Victoria Fritz, the Head of Customer Success and Support at SocialHub. She shares amazing insights about her journey in CS, the challenges she overcame, and the strategies she implemented. What you’ll learn: - How to make sure your team is aligned - How to keep the team united even if you work remotely - How to maintain a good relationship with sales - Crucial skills for customer success professionals - What to prioritize in customer success - The importance of customer feedback ---- 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: ⁠⁠⁠⁠Custify Website⁠⁠⁠⁠ ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ ⁠⁠⁠⁠Twitter⁠⁠⁠⁠ ⁠⁠⁠Facebook⁠⁠⁠ ⁠⁠⁠Contact Us⁠

In this new episode from our podcast, Mastering CS, Irina Cismas, Head of Marketing at Custify, sat down with Violeta Yuste, the Head of Customer Success at Userguest. In this podcast, Violeta shares her journey in CS, the challenges she overcame, and the strategies she implemented. What you’ll learn: - How to make sure your team is aligned - How to keep the team united even if you work remotely - How to prove the value of CS internally - The importance of data and KPIs - How to prioritize in customer success - How to incorporate AI in CS ---- 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: ⁠⁠⁠⁠Custify Website⁠⁠⁠⁠ ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ ⁠⁠⁠⁠Twitter⁠⁠⁠⁠ ⁠⁠⁠Facebook⁠⁠⁠ ⁠⁠⁠Contact Us⁠

We are back with a new episode from our podcast, Mastering CS. In this episode, Irina Cismas, Head of Marketing at Custify, sat down with Bérénice Carrega, Head of Customer Success at rzilient. Bérénice has an incredible journey, from public policy in France to leading Customer success in Spain. In this podcast, she shares her experience, the challenges she overcame, and the strategies she implemented. What you’ll learn: - The skills necessary for succeeding in CS - How to overcome CS challenges - How a CS organization is structured - Important KPIs and metrics - Best customer success playbooks ---- 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: ⁠⁠⁠⁠Custify Website⁠⁠⁠⁠ ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ ⁠⁠⁠⁠Twitter⁠⁠⁠⁠ ⁠⁠⁠Facebook⁠⁠⁠ ⁠⁠⁠Contact Us⁠

In this episode, Irina Cismas, Head of Marketing at Custify, sits down with Chethan Kumar, the Head of Customer Success at Augnito. Chetan had an unbelievable journey, dropping off to school at 13 to support your family into leading major teams. In this podcast, he shares his experience, the challenges he overcame, and the strategies he implemented. What you’ll learn: - The most important roles for customer success - Recruitment strategy - Essential KPIs for team alignment - How to prove the value of CS internally ---- 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: ⁠⁠⁠⁠Custify Website⁠⁠⁠⁠ ⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠ ⁠⁠⁠⁠Twitter⁠⁠⁠⁠ ⁠⁠⁠Facebook⁠⁠⁠ ⁠⁠⁠Contact Us⁠

In our new episode of the Mastering CS - Candid Leader Insights podcast, Irina Cismas, Custify’s Head of Marketing sat down with Keishla Ceaser-Jones, Sr. Director and Partner Success at EAB. What you’ll learn: - 2023 in Customer Success conclusions - Customer success strategy insights - How to overcome CS challenges - Finding the right tools and tech for CS - Hiring the right people for your CS team - Predictions for 2024 ---- 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: ⁠⁠⁠Custify Website⁠⁠⁠ ⁠⁠⁠LinkedIn⁠⁠⁠ ⁠⁠⁠Twitter⁠⁠⁠ ⁠⁠Facebook⁠⁠ ⁠⁠Contact Us⁠

In our new episode, Irina Cismas welcomes with Gillian Taylor, Customer Success Director at Andgo Systems. Let’s discover Gillian’s journey in customer success. What you’ll learn: - The impact of Voice of the Customer programs - How to recruit the right people - CS team performance - How to choose the correct tools for CS - Learn from mistakes - Predictions for 2024 ---- 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: ⁠⁠⁠Custify Website⁠⁠⁠ ⁠⁠⁠LinkedIn⁠⁠⁠ ⁠⁠⁠Twitter⁠⁠⁠ ⁠⁠Facebook⁠⁠ ⁠⁠Contact Us⁠

In our new episode of the Mastering CS - Candid Leader Insights podcast, Irina Cismas, Custify’s Head of Marketing interviewed Matt Kelso, Director of Customer Success at Teampay. What You'll Learn: - Customer success in 2023 - Challenges in CS - Data shaping the CS strategy - Key metrics for customer success - Building the CS team - Selling CS internally - Choosing the right tools - Predictions for 2024 ---- 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: ⁠⁠⁠Custify Website⁠⁠⁠ ⁠⁠⁠LinkedIn⁠⁠⁠ ⁠⁠⁠Twitter⁠⁠⁠ ⁠⁠Facebook⁠⁠ ⁠⁠Contact Us⁠

In our new episode of the Mastering CS - Candid Leader Insights podcast, Irina Cismas, Custify’s Head of Marketing sat down with Laura Litton, Director of Success at LiveSchool. Let’s discover Laura’s journey in customer success and her insights for customer success managers. What you’ll learn: - How customer success looks in the education sector - Challenges in CS teams - How to choose the right CS tools - How to build a successful CS team - Common mistakes in CS - CS predictions for 2024 ---- 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: ⁠⁠⁠Custify Website⁠⁠⁠ ⁠⁠⁠LinkedIn⁠⁠⁠ ⁠⁠⁠Twitter⁠⁠⁠ ⁠⁠Facebook⁠⁠ ⁠⁠Contact Us⁠

In our new episode of the Mastering CS - Candid Leader Insights podcast, Irina Cismas, Custify’s Head of Marketing sat down with Parker Chase-Corwin, CEO & Principal Consultant at Xperience Alchemy. What You'll Learn: - Customer success objectives in 2023 - Challenges in CS - Alignment and understanding of the CS - Key metrics for customer success - Internal alliances between departments - Selling CS internally - Budgeting for CS - Predictions for 2024 ---- 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: ⁠⁠⁠Custify Website⁠⁠⁠ ⁠⁠⁠LinkedIn⁠⁠⁠ ⁠⁠⁠Twitter⁠⁠⁠ ⁠⁠Facebook⁠⁠ ⁠⁠Contact Us⁠

In this new episode of the Mastering CS podcast, Irina Cismas, Custify’s Head of Marketing, sat down with De’Edra Williams, a renowned Customer Success leader. What You’ll Learn: - The main challenges of CSMs - The importance of data in customer success - How to prove the value of CS - Important CS roles - How to recruit the right CS professionals - Essential KPIs for customer success - What to look out for in a customer success platform ---- 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: ⁠⁠Custify Website⁠⁠ ⁠⁠LinkedIn⁠⁠ ⁠⁠Twitter⁠⁠ ⁠Facebook⁠ ⁠Contact Us⁠

In our new episode of the Mastering CS - Candid Leader Insights podcast, Irina Cismas welcomes Sadie Shepard, Advisor and Owner at SADESHEP. Let’s discover Sadie’s journey in marketing, sales, and customer success. What you’ll learn: - Ways to enhance customer experience - Key elements of a successful business - How to handle difficult customers - The challenges of improving CS processes - How to choose the right tools for CS - How to build a case for a customer success platform - How to handle unexpected career challenges ---- 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: ⁠⁠Custify Website⁠⁠ ⁠⁠LinkedIn⁠⁠ ⁠⁠Twitter⁠⁠ ⁠Facebook⁠ ⁠Contact Us⁠

In our new episode of the Mastering CS - Candid Leader Insights podcast, Irina Cismas, Custify’s Head of Marketing discusses with Michael Boyd, VP of Customer Success at Vanta. Let’s discover the decade-long journey of Michael Boyd in customer success. From challenges to various playbooks and tactics, Michael shares his insights in this actionable discussion. What You'll Learn: - How customer success differs in a security-focused environment - How CS changed in the last decade - Challenges in CS - How to understand customer wants and needs - KPIs for the customer success department - The difference between a good CS and great one - The impact of AI in customer success - Budgeting for CS - Predictions for 2024 in CS ---- 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: ⁠⁠Custify Website⁠⁠ ⁠⁠LinkedIn⁠⁠ ⁠⁠Twitter⁠⁠ ⁠Facebook⁠ ⁠Contact Us⁠