Mastering CS: Candid Leader Insights16 Juni

Ep 69 | Nir Kalish

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Nir Kalish, VP of Customer Success at BlinkOps, an AI platform that helps security teams automate their operations at scale. Coming from a company where AI is the product itself, Nir offers a unique perspective on the future of Customer Success. He shares why white-glove CS cannot be replaced by AI agents, how BlinkOps uses its own platform to build internal CS tools, and how he approaches the build-versus-buy decision in a world where anyone can create software with AI.

What You’ll Learn:

☑️ How BlinkOps structures its Customer Success and Support teams

☑️ Why an AI company still invests heavily in human Customer Success

☑️ What AI can—and cannot—do in a white-glove CS environment

☑️ How BlinkOps uses its own platform to build internal CS tools and agents

☑️ Why over-relying on AI can be as risky as ignoring it

☑️ How Nir approaches the build-versus-buy decision for CS technology

☑️ What CSM-to-customer ratios look like with and without AI assistance

☑️ Why some roles may be disrupted by AI while Customer Success remains essential

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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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