Mastering CS: Candid Leader Insights9 Maalis

Ep 48 | Gillian Stringer

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

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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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Jaksot(74)

Ep 74 | Kate Panasenko

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Kate Panasenko, Customer Success Manager at Raccoon Gang, a company that builds and customizes e-learning pla...

2 Heinä 21min

Ep 73 | Patrick Ford

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Patrick Ford, Customer Success Manager at Softr, a no-code platform for building apps and client portals. Pat...

30 Kesä 26min

Ep 72 | Viola Marku

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Viola Marku, Head of Customer Success at WunderGraph, an open source platform that helps engineering teams ma...

26 Kesä 21min

Ep 71 | Veronica Bianchini

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Veronica Bianchini, Senior Strategy Customer Success Manager at Discuss, a qualitative research platform for ...

24 Kesä 20min

Ep 70 | Katrin Loodus

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Katrin Loodus, Customer Success Manager in the cybersecurity space. After more than a decade with the same or...

18 Kesä 18min

Ep 69 | Nir Kalish

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Nir Kalish, VP of Customer Success at BlinkOps, an AI platform that helps security teams automate their opera...

16 Kesä 26min

Ep 68 | Alexandra Ardelean

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Alexandra Ardelean, Senior Customer Success Manager at BigTime, a professional service automation platform fo...

11 Kesä 23min

Ep 67 | Silviana Prodan

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Silvana Prodan, Team Lead Customer Success at Bloomflow, a platform that helps large organizations deploy and...

9 Kesä 19min