Mastering CS: Candid Leader Insights12 Dec 2025

Ep 42 | Johnny Davies

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

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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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