Mastering CS: Candid Leader Insights16 Feb

Ep 46 | Arek Czarnecki

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Arek Czarnecki, Head of Customer Success at Gridaly, an all-in-one event management platform that helps organizers run virtual, hybrid, and in-person events end to end. Arek shares how he transitioned from Sales into Customer Success and rebuilt the entire CS function from scratch inside a fast-growing startup. They discuss what it takes to scale customer delivery in an event-driven business with seasonality, tight timelines, and high expectations—while building processes, selecting tools on a limited budget, and introducing AI-enabled workflows without losing the personal touch customers value.

What You’ll Learn:

☑️ How Arek transitioned from Sales into Customer Success leadership

☑️ What building a CS function from scratch looked like at Gridaly

☑️ The three early priorities: people, process, and tooling

☑️ Why Gridaly hired junior talent first

☑️ How seasonality impacts CS resourcing and planning

☑️ How Sales → CS handovers work today

☑️ Why Success and Support were split into separate functions

☑️ The five AI and automation workflows powering efficiency

☑️ Navigating the scaling tension between efficiency and personal touch

☑️ Arek’s leadership philosophy for driving retention

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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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