Ep 66 | Anne LiCata

Ep 66 | Anne LiCata

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Anne LiCata [https://www.linkedin.com/in/anne-licata-4a19163/], VP of Customer Success at Huma.AI, an AI-powered analytics platform for pharma and life science teams. Anne shares what it takes to drive adoption of AI in highly regulated organizations, why traditional SaaS metrics often fail to capture AI value, and why she believes AI may transform customer service but will never replace Customer Success. What You’ll Learn: ☑️ What Customer Success looks like inside an AI-powered pharma analytics startup ☑️ Why change management is the biggest challenge when introducing AI to life science teams ☑️ How Anne builds trust with customers moving away from long-established manual processes ☑️ Why traditional SaaS metrics fall short when measuring AI product value ☑️ How Anne uses AI in her day-to-day work—and where she draws the line ☑️ What skills matter most when hiring for CS in an AI and life science environment ☑️ Why Anne believes AI will replace customer service but not Customer Success ☑️ What getting back to basics means—and why it still works ---- 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 65 | Vlad Zholnerchuk

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Vlad Zholnerchuk [https://www.linkedin.com/in/vlad-zholnerchuk-027040160/], CS Team Lead at Health Samurai, a platform that helps healthcare organizations build and scale interoperable clinical data systems. Vlad shares what Customer Success looks like when your customers are engineers building clinical systems on a highly technical platform, why he restructured his team to embed engineers directly into CS, and how Health Samurai built an AI agent that can reproduce customer issues in minutes instead of hours. What You’ll Learn: ☑️ What Customer Success looks like in a highly technical healthcare platform company ☑️ Why Vlad integrated engineers directly into the CS team ☑️ How Health Samurai measures customer health beyond product usage ☑️ What the Sales → CS handoff looks like when CS is involved from pre-sales onward ☑️ How an AI agent reproduces customer issues in minutes instead of hours ☑️ Which roles Vlad would prioritize when building a three-person CS team ☑️ What was most challenging about moving from e-commerce and SEO into healthcare 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]

Ep 64 | Kiko Rodríguez Moreno

In this episode of the podcast, Irina Cismas [https://www.linkedin.com/in/irinabucurenciu/], Head of Marketing at Custify, sits down with Kiko Rodríguez Moreno [https://www.linkedin.com/in/franciscorodmor/], Customer Success Manager at Wazuh, an open source security platform helping organizations detect threats, monitor their infrastructure, and stay compliant. Kiko shares how he transitioned from a linguistics background into cybersecurity, what Customer Success really looks like in a highly technical industry, and why communicating with technical customers is often more challenging than people expect. He also offers practical advice for anyone stepping into a technical role without a technical background. What You’ll Learn: ☑️ What Customer Success looks like inside a cybersecurity company ☑️ How to measure success when enterprise projects take years to complete ☑️ Why technical customers communicate differently—and what CSMs often get wrong ☑️ How Kiko learned a highly technical product without a technical background ☑️ Where AI is making CS easier—and where it adds complexity ☑️ What tools and automations save the most time in day-to-day CS work ☑️ What non-technical professionals should know before entering a technical CS role ---- 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 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]