Ep 68 | Alexandra Ardelean

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Alexandra Ardelean, Senior Customer Success Manager at BigTime, a professional service automation platform for project-based businesses. Alexandra brings a uniquely diverse background to Customer Success, combining a design degree, Lean Black Belt certification, and years of operational experience—including time spent as a customer of the very platform she now supports. She shares what post-acquisition CS integration looks like in practice, why localizing playbooks requires human expertise beyond AI prompts, and why patience remains one of the most important skills she continues to develop.

What You’ll Learn:

☑️ What CS looks like during a post-acquisition integration—and what the role involves day to day

☑️ Why localizing CS playbooks requires cultural knowledge, not just AI prompts

☑️ How cultural differences between the US, Eastern Europe, and Poland affect CS interactions

☑️ Why being a former customer gives Alexandra a unique advantage as a CSM

☑️ How call transcripts and AI help surface insights for product discussions

☑️ What “form follows function” means in Customer Success

☑️ How Alexandra applies Lean principles when building CS processes from scratch

☑️ Why patience is a critical professional skill—and one she’s still developing

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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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