Mastering CS: Candid Leader Insights

Ep 63 | Dylan Berno

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Dylan Berno [https://www.linkedin.com/in/dylanberno/], Head of Customer Success at Coast, a fintech company helping businesses control and track fleet spending. Dylan shares how Coast built a signal-driven CS function powered by AI and automation, what the CS team focuses on when systems handle the operational layer, and why data accessibility remains the biggest blocker for most CS teams trying to scale. What You’ll Learn: ☑️ Why Dylan moved from growth and go-to-market into Customer Success ☑️ How Coast structures its CS team by segment and lifecycle stage ☑️ What a signal-driven, telemetry-based CS motion looks like in practice ☑️ How Coast uses Salesforce, Braze, Redshift, Grain, and Claude to power CS ☑️ Why data accessibility is the biggest blocker to scaling most CS teams ☑️ What CS teams focus on when automation handles the operational work ☑️ What skills matter most in an AI-driven CS organization ☑️ Why understanding customer outcomes during the sales process changes everything ---- 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 62 | Sarah Chipps

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Sarah Chipps [https://www.linkedin.com/in/schipps/], Manager of Customer Success at FMX. They discuss how Customer Success teams scale through specialization, operational efficiency, stronger systems, and leadership development. Sarah also shares lessons from growing through multiple CS roles within the same company and what it really takes to transition into management. What You’ll Learn: ☑️ How communication changes across different CS roles ☑️ Why specialization becomes necessary as CS teams scale ☑️ The signals that show a CS organization needs structural change ☑️ How FMX scaled its CS team without creating burnout ☑️ Why FMX implemented a new customer success platform ☑️ How automation improved operational efficiency during handoffs ☑️ What helped Sarah transition from individual contributor to leadership ☑️ The first steps to building a Customer Success organization from scratch ---- 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 61 | Mark Rocklin

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Mark Rocklin [https://www.linkedin.com/in/mark-rocklin-b3904186/], Director of Success Management EMEA at CloudShare, a platform that helps software companies run virtual labs for product demos, training, and technical enablement. Mark shares how Customer Success and operations work together at CloudShare, why responding to every NPS score made a bigger impact than any system they implemented, what breaks first as a CS team scales, and how he would approach building a CS organization from scratch with just three people. What You’ll Learn: ☑️ How Customer Success and account management differ—and where they overlap ☑️ What a Director of Success Management actually does day to day ☑️ Why CS and revenue operations sit under the same function at CloudShare ☑️ How CS connects sales, legal, finance, and product teams ☑️ What operational process made the biggest impact as the team scaled ☑️ Why negative NPS scores are Mark’s favorite to receive ☑️ What breaks first when a hands-on CS approach meets rapid growth ☑️ What Mark prioritizes when building a CS organization from scratch ---- 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 60 | Beatriz Toledo

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Beatriz Toledo [https://www.linkedin.com/in/beatrizfurlantoledo/], Customer Success Manager at iRaiser, a digital fundraising platform for charities and nonprofits. Beatriz shares what customer success looks like in the nonprofit fundraising space, why rebuilding trust with an existing account is often harder than building it from scratch, and what the earliest warning signs of churn actually look like. This episode is especially valuable for anyone working in Customer Success, onboarding, or retention. What You’ll Learn: ☑️ How a linguistics and research background strengthens a CS practice ☑️ What customer success looks like in the nonprofit and digital fundraising space ☑️ Why onboarding a migrating client differs from onboarding a brand-new customer ☑️ What a successful Sales → CS handoff needs to include ☑️ The earliest signals that an account is starting to drift ☑️ What metrics matter most in a nonprofit SaaS environment ☑️ How AI supports the day-to-day CS role without replacing the human side ☑️ What usually breaks first in the customer experience ---- 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 59 | Ebba Klementsson

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Ebba Klementsson [https://www.linkedin.com/in/ebba-klementsson-74376292/], 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 ---- 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]