In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Sara Vera-Cruz Quintas, Customer Care & Success Manager at CargoFive. Sara shares insights from her multifaceted career spanning customer service, procurement, and sales — exploring negotiation, data-driven adoption, and how to unite Customer Care and CS for impact.
What You’ll Learn:
☑️ How sales & procurement skills translate to everyday CS negotiation
☑️ Structuring one team across Customer Care and Customer Success
☑️ Building a rigorous sales → CS handover and onboarding flow
☑️ When (and why) high/medium/low-touch must change with company goals
☑️ Turning data into action: the dashboards and signals that matter
☑️ Spotting adoption risk early and moving accounts toward growth
☑️ Practical advice for new CSMs on personas, patience, and clarity
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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: