درباره این اپیزود
In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Freddie Franklin, Head of Customer Success at zeroheight, a platform that helps design and engineering teams build and manage their design systems. Freddie shares how he structured a team of five CSMs, how zeroheight uses Claude as a reasoning layer across its tool stack, and what AI agents the team has built to support Customer Success. He also discusses what changed when CS took on commercial accountability, how he handles procurement pressure at renewal, and why understanding the “why” is the habit that has shaped his approach to Customer Success.
What You’ll Learn:
☑️ What zeroheight does and what the Head of CS role looks like across a team of five CSMs
☑️ How zeroheight connects HubSpot, Sybil, Juro, and Claude across its CS workflow
☑️ What AI agents the team has built and the problems they solve
☑️ What Freddie prioritized during his first year at zeroheight
☑️ What changed when CS became accountable for revenue and how SPICE helped
☑️ How to handle procurement pressure at renewal without relying on discounts
☑️ Why the Golden Circle and Five Whys remain useful frameworks for CS leaders
----
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:
