Latest / Mastering CS: Candid Leader Insights
Ep 55 | Hana Gruzman
In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Hana Gruzman, CS Operations and Enablement Lead at Agora. They discuss what it takes to build CS operations from scratch while scaling a team from 4 to 30+ people, how to structure a CS department into specialized mini-teams, and why health scores alone are not enough to predict churn. Hana also shares how AI is reshaping processes from sales handoffs to churn analysis in a fast-growing, complex environment.
What You’ll Learn:
☑️ What CS Operations and Enablement looks like in a fast-growing company
☑️…
The skinny
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