Latest / Mastering CS: Candid Leader Insights
Ep 84 | Freddie Franklin
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…
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