Mastering CS: Candid Leader Insights26 Juni

Ep 72 | Viola Marku

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Viola Marku, Head of Customer Success at WunderGraph, an open source platform that helps engineering teams manage their APIs at scale. Recently promoted from individual contributor to Head of CS, Viola shares what that transition really looks like, how her lean technical team uses AI to resolve issues faster, and why curiosity remains the most important habit she has carried throughout her career.

What You’ll Learn:

☑️ How WunderGraph structures a small but highly technical CS team

☑️ How Viola balances customer-facing work with leadership responsibilities

☑️ What tools and processes keep a lean CS team productive without added overhead

☑️ How AI and Claude help the team resolve issues without engineering escalations

☑️ What changed when Viola moved from individual contributor to Head of CS

☑️ What’s next for the CS team, including health scoring across all customer tiers

☑️ Why curiosity and getting to the “why” are essential skills in technical CS

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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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