Mastering CS: Candid Leader Insights4 Jun

Ep 66 | Anne LiCata

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Anne LiCata, VP of Customer Success at Huma.AI, an AI-powered analytics platform for pharma and life science teams. Anne shares what it takes to drive adoption of AI in highly regulated organizations, why traditional SaaS metrics often fail to capture AI value, and why she believes AI may transform customer service but will never replace Customer Success.

What You’ll Learn:

☑️ What Customer Success looks like inside an AI-powered pharma analytics startup

☑️ Why change management is the biggest challenge when introducing AI to life science teams

☑️ How Anne builds trust with customers moving away from long-established manual processes

☑️ Why traditional SaaS metrics fall short when measuring AI product value

☑️ How Anne uses AI in her day-to-day work—and where she draws the line

☑️ What skills matter most when hiring for CS in an AI and life science environment

☑️ Why Anne believes AI will replace customer service but not Customer Success

☑️ What getting back to basics means—and why it still works

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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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Episoder(74)

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