Mastering CS: Candid Leader Insights12 Maj

Ep 59 | Ebba Klementsson

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Ebba Klementsson, Customer Success Manager at Refapp, a platform that helps companies streamline their reference checking process. Ebba shares how her background in recruitment and HR shaped her approach to Customer Success, what it was like building a CS function from scratch in an early-stage company, and how customer segmentation, accountability, and operational structure evolve as a business scales.

What You’ll Learn:

☑️ How a recruitment and HR background strengthens a CS practice

☑️ What building a CS function from zero looks like in an early-stage company

☑️ Why talking to customers should come before building process and structure

☑️ How customer segmentation evolves from 50 to 1,500 clients

☑️ How to create accountability in a flat team without relying on titles

☑️ What traits are non-negotiable when hiring for CS at Refapp

☑️ Where customers struggle most with behavioral change—and how CS can help

☑️ What Ebba would ask if she ran a reference check on her own CS function

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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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Avsnitt(74)

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Ep 69 | Nir Kalish

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Ep 68 | Alexandra Ardelean

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Ep 67 | Silviana Prodan

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9 Juni 19min