Ep 98 | Melanie Faye

Mastering CS: Candid Leader Insights · Oct 27, 2026 · 16m

In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Melanie Faye, Senior Customer Success Manager at Vidyard, a video platform for sales and marketing teams. Melanie explains how she segments her book of 140 inherited accounts into high-touch and low-touch, how she delivers value through nudges and tips instead of monthly calls, and why she does her homework before discovery so customers never have to repeat themselves. She also shares how setting expectations on both sides drives adoption, the curiosity-first approach behind three straight quarters of…