Mastering CS: Candid Leader Insights30 Jun

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. Patrick brings a background in education and instructional design, which shapes how he helps customers solve problems and build the software they need. He shares what onboarding looks like when customers must be convinced not only to use a product, but to create something with it, and how Softr’s CS team combines support, sales engineering, and product feedback into a single role.

What You’ll Learn:

☑️ What Customer Success looks like at a no-code platform

☑️ How CS, Support, and Sales Engineering blend into one role

☑️ How Softr’s shift from PLG to a hybrid GTM model is reshaping CS

☑️ Why onboarding in no-code requires convincing customers of two things, not one

☑️ What a healthy customer looks like across SMB, mid-market, and enterprise segments

☑️ How the CS team uses AI and dashboards built within Softr itself

☑️ Why many PLG customers still prefer human support over AI chatbots

☑️ How to think about the build-versus-buy decision when customers build on your platform

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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)

Ep 74 | Kate Panasenko

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Ep 72 | Viola Marku

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Ep 71 | Veronica Bianchini

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Ep 70 | Katrin Loodus

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Ep 68 | Alexandra Ardelean

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11 Jun 23min

Ep 67 | Silviana Prodan

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9 Jun 19min