Welcome to Mastering CS – Candid Leader Insights, where I, Irina Cismas, Head of Marketing at Custify, take you on a journey into the depths of Customer Success. Each episode, I sit down with some of the most influential minds in the CS world, from seasoned managers and renowned influencers to dynamic team leaders, to uncover the challenges and opportunities that shape our profession. Our conversations are rich with insights, drawing on personal experiences and innovative ideas to offer practical solutions.
Join me as we make every interaction count in the dynamic world of Customer Success!
In this episode of the podcast, Irina Cismas (https://www.linkedin.com/in/irinabucurenciu/), Head of Marketing at Custify, sits down with Andrey Tirel (https://www.linkedin.com/in/andreytirel/), Senior Customer Success Manager at Jellyfish, a platform that helps engineering leaders see how their teams spend their time. Andrey has been in Customer Success for 10 years and has seen the function from every angle: early-stage startups, acquisitions, Snowflake before most people had heard of it, and VMware. He shares what CS looks like when your customers are CTOs and VPs of Engineering, how to handle the build versus buy objection, what adoption actually looks like beyond login data, and why relationships are still the one thing AI will never replace in customer success.
What You’ll Learn:
☑️ What Jellyfish does and what the Senior CSM role looks like across a book of 20 to 30 enterprise accounts
☑️ How Andrey handles the build versus buy objection with engineering teams
☑️ What good onboarding looks like at Jellyfish and how it has evolved over time
☑️ How Jellyfish measures adoption beyond logins and what broad versus narrow usage signals mean
----
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)
29 Sept 2026
Ep 92 | Frances Dupree
In this episode of the podcast, Irina Cismas (https://www.linkedin.com/in/irinabucurenciu/), Head of Marketing at Custify, sits down with Frances Dupree (https://www.linkedin.com/in/frances-dupree-18383a1a6/), Principal Customer Success Manager at Agiloft, a contract management platform for legal teams. Frances spent years inside legal operations before moving to the vendor side, and that experience of being the customer gives her a perspective that shapes everything about how she shows up for her accounts. She shares what it was like to be on the receiving end of both great and poor CS, what good onboarding looks like when you manage 30 customers across multiple industries, and why overcommunicating is the one habit she has carried from every role she has held.
What You’ll Learn:
☑️ What Agiloft does and what the Principal CSM role looks like across multiple industries
☑️ What Frances learned from being the customer that she now brings to every account
☑️ What made one CSM exceptional and what she would change about the assignment process
☑️ What good onboarding looks like and how the handoff from implementation to CS actually works
☑️ What gets hesitant users from resistance to adoption once the software is live
----
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)
24 Sept 2026
Ep 91 | Eric Mistry
In this episode of the podcast, Irina Cismas (https://www.linkedin.com/in/irinabucurenciu/), Head of Marketing at Custify, sits down with Eric Mistry (https://www.linkedin.com/in/ericmistry/), Automation Strategist and AI and Automation Transformation Lead at Zapier, the automation platform that connects apps and workflows. Eric's role sits at the intersection of customer success and automation strategy. He shares what the Automation Strategist title actually means, what he automated first and why it changed how he shows up for customers, how Zapier's MCP integration and Claude Code have become his personal cheat code, and why empathy is the most important skill he has ever developed.
What You’ll Learn:
☑️ What the Automation Strategist title means and how it differs from a traditional CSM role
☑️ Why Eric is his own first customer and how internal builds become customer-facing workflows
☑️ What the first things he automated were and what the results actually looked like
☑️ How he thinks about the mindset shift required to move people from zero to one with AI
☑️ What infrastructure you actually need to run a scalable automation stack
----
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)
Who has been a guest on Mastering CS: Candid Leader Insights
Names identified in recent episode analyses. Showing up to five guests.
Bettina Berger
Christopher Warren-Gash
Craig Taylor
Philip Simon
Karina De Alba
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
Spotify
4.0 / 5
1 ratings
Contact Mastering CS: Candid Leader Insights
Guest appearances
Books guests
Based on episode analysis; this does not confirm that the show is currently accepting guests.
Questions about Mastering CS: Candid Leader Insights
Who hosts Mastering CS: Candid Leader Insights?
Irina Cismas host the show. Published by Custify | Customer Success.
How often do new episodes come out?
The show publishes daily, based on its RSS feed.
Does Mastering CS: Candid Leader Insights take guests?
Yes. Guests have been identified in episode analyses.
Host of Mastering CS: Candid Leader Insights?
Claim your podcast to manage its listing and keep your show details accurate.
Pod Engine is an independent podcast discovery and analytics service and is not affiliated with or endorsed by this podcast. Artwork and show content belong to their owners. Full legal notice.
Explore this show Podcast research with Pod Engine
