Ep 38 | Grant Dutton
Mastering CS: Candid Leader Insights · 2025-11-14 · 18 min
Episode notes
In this episode, Irina Cismas , Head of Marketing at Custify, sits down with Grant Dutton , VP of Customer Success at Submittable. They discuss building exceptional CS teams, driving customer retention through proactive strategies, and integrating teams after acquisitions — offering valuable lessons for anyone passionate about customer success. What You’ll Learn: ️ How to transition from reactive to proactive customer success strategies ️ The key steps to building and structuring an effective CS team ️ The importance of internal alignment for a seamless customer journey ️ How to leverage technology and data to improve CS performance ️ Insights into managing team integration during mergers and acquisitions ️ Predictions for the future of customer success in 2025 ---- 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?