Mastering CS: Candid Leader Insights8 Jan

Ep 43 | Ryan Miller

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Ryan Miller, Head of Customer Success at Cogniss. Ryan shares how an unconventional path through business strategy, entrepreneurship, and no-code development shaped the way he built Cogniss’s customer success function from the ground up.

What You’ll Learn:

☑️ How Ryan’s background in strategy, operations, and no-code shaped his customer-first leadership style

☑️ How Cogniss built a CS function from “1.5 hires” to a global team supporting complex customer types

☑️ Why success plans became the backbone of retention after losing two major accounts

☑️ How the team cut onboarding time by 50% through curriculum design, productized learning, and embedded help

☑️ The metrics Cogniss now uses to measure customer health across researchers, entrepreneurs, and clinicians

☑️ How to align CS, product, and sales in a startup where customers are both creators and users

☑️ What capacity constraints look like inside a high-growth CS team and how automation + AI relieve the pressure

☑️ The foundational processes Ryan would build first if he were starting over today

☑️ How AI reshapes the future role of CSMs in no-code product ecosystems

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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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