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 platforms. Kate's path into Customer Success is anything but conventional—from selling apples at a market at age eight to working in industrial sales before managing customer relationships across Asia, the Middle East, Europe, and the Americas. She shares what CS looks like when every client receives a fully customized product, why onboarding is fundamentally different in software development, and how early career experiences shaped her approach to forecasting, accountability, and customer relationships.

What You’ll Learn:

☑️ What Customer Success looks like when every client receives a customized solution

☑️ How Raccoon Gang supports customers across regions, time zones, and market segments

☑️ Why onboarding in software development is about aligning stakeholders—not just teaching the product

☑️ How Kate defines customer health and what drives renewals in a custom development environment

☑️ What the operational and AI infrastructure behind the CS function looks like

☑️ Why clean, reliable data is the foundation for successful AI initiatives

☑️ What industrial sales taught Kate about patience, forecasting, and accountability

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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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