Ep 76 | Sarah Young

Ep 76 | Sarah Young

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Sarah Young [https://www.linkedin.com/in/sarah-d-young/], Customer Success Manager at Hoptroff, a precision timing platform for financial services and other regulated industries. Drawing on experience across Sales, go-to-market, Customer Success, and performance coaching, Sarah shares what CS looks like when your product operates invisibly behind critical infrastructure, why energy management often matters more than better processes or tools, and how to recognize when a customer is quietly drifting toward risk. What You’ll Learn: ☑️ What Hoptroff does and why precision timing is critical for compliance ☑️ What Customer Success looks like when your product works behind the scenes ☑️ How a coaching background shapes leadership and team development ☑️ Why many performance issues are rooted in habits, behavior, and communication—not process ☑️ What Sarah would prioritize when assessing a newly inherited CS team ☑️ Which three roles she would hire first when building a CS organization ☑️ How to spot the difference between a healthy customer and one quietly heading toward churn ---- 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: * ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ [https://custify.com/] * ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ [https://linkedin.com/company/custify] * ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ [https://twitter.com/custifysrl] * ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ [https://www.facebook.com/Custify/] * ⁠⁠⁠⁠⁠⁠Contact Us⁠ [https://www.custify.com/contact]

Ep 75 | Anastasia Veriga

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Anastasia Veriga [https://www.linkedin.com/in/anastasia-veriga-ab8a2a89/], Chief Customer Officer at VideoWise, a video commerce platform for e-commerce brands. With nearly a decade in Customer Success, Anastasia shares her journey from call center agent to CSM, Head of CS, and now Chief Customer Officer. She discusses what the transition into executive leadership really looks like, how she approached her first month as CCO, and why curiosity has been the defining habit throughout her career. What You’ll Learn: ☑️ What VideoWise does and what the Chief Customer Officer role involves ☑️ How Anastasia’s responsibilities evolved from Senior CSM to Head of CS to CCO ☑️ What first-time CS managers should know when moving into leadership ☑️ What she prioritized during her first month as CCO—and what comes next ☑️ Which KPIs she tracks to measure team and business health ☑️ What effective onboarding looks like in a video commerce environment ☑️ How she uses AI and automation, including a Claude-powered churn dashboard ☑️ Why curiosity has been the most valuable habit throughout her career ---- 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: * ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ [https://custify.com/] * ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ [https://linkedin.com/company/custify] * ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ [https://twitter.com/custifysrl] * ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ [https://www.facebook.com/Custify/] * ⁠⁠⁠⁠⁠⁠Contact Us⁠ [https://www.custify.com/contact]

Ep 74 | Kate Panasenko

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Kate Panasenko [https://www.linkedin.com/in/kate-panasenko/], Customer Success Manager at Raccoon Gang, a company that builds and customizes e-learning platforms. Kate's path into Customer Success is anything but conventional—from selling apples at a market at age eight to working in industrial sales before managing customer relationships across Asia, the Middle East, Europe, and the Americas. She shares what CS looks like when every client receives a fully customized product, why onboarding is fundamentally different in software development, and how early career experiences shaped her approach to forecasting, accountability, and customer relationships. What You’ll Learn: ☑️ What Customer Success looks like when every client receives a customized solution ☑️ How Raccoon Gang supports customers across regions, time zones, and market segments ☑️ Why onboarding in software development is about aligning stakeholders—not just teaching the product ☑️ How Kate defines customer health and what drives renewals in a custom development environment ☑️ What the operational and AI infrastructure behind the CS function looks like ☑️ Why clean, reliable data is the foundation for successful AI initiatives ☑️ What industrial sales taught Kate about patience, forecasting, and accountability ---- 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: * ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ [https://custify.com/] * ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ [https://linkedin.com/company/custify] * ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ [https://twitter.com/custifysrl] * ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ [https://www.facebook.com/Custify/] * ⁠⁠⁠⁠⁠⁠Contact Us⁠ [https://www.custify.com/contact]

Ep 73 | Patrick Ford

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Patrick Ford [https://www.linkedin.com/in/pfordmedia/], Customer Success Manager at Softr, a no-code platform for building apps and client portals. Patrick brings a background in education and instructional design, which shapes how he helps customers solve problems and build the software they need. He shares what onboarding looks like when customers must be convinced not only to use a product, but to create something with it, and how Softr’s CS team combines support, sales engineering, and product feedback into a single role. What You’ll Learn: ☑️ What Customer Success looks like at a no-code platform ☑️ How CS, Support, and Sales Engineering blend into one role ☑️ How Softr’s shift from PLG to a hybrid GTM model is reshaping CS ☑️ Why onboarding in no-code requires convincing customers of two things, not one ☑️ What a healthy customer looks like across SMB, mid-market, and enterprise segments ☑️ How the CS team uses AI and dashboards built within Softr itself ☑️ Why many PLG customers still prefer human support over AI chatbots ☑️ How to think about the build-versus-buy decision when customers build on your platform ---- 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: * ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ [https://custify.com/] * ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ [https://linkedin.com/company/custify] * ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ [https://twitter.com/custifysrl] * ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ [https://www.facebook.com/Custify/] * ⁠⁠⁠⁠⁠⁠Contact Us⁠ [https://www.custify.com/contact]

Ep 72 | Viola Marku

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Viola Marku [https://www.linkedin.com/in/viola-marku-08574292/], 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 ---- 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: * ⁠⁠⁠⁠⁠⁠⁠Custify Website⁠⁠⁠⁠⁠⁠⁠ [https://custify.com/] * ⁠⁠⁠⁠⁠⁠⁠LinkedIn⁠⁠⁠⁠⁠⁠⁠ [https://linkedin.com/company/custify] * ⁠⁠⁠⁠⁠⁠⁠Twitter⁠⁠⁠⁠⁠⁠⁠ [https://twitter.com/custifysrl] * ⁠⁠⁠⁠⁠⁠Facebook⁠⁠⁠⁠⁠⁠ [https://www.facebook.com/Custify/] * ⁠⁠⁠⁠⁠⁠Contact Us⁠ [https://www.custify.com/contact]