Ep 42 | Johnny Davies
Mastering CS: Candid Leader Insights · 2025-12-12 · 32 min
Episode notes
In this episode of the podcast, Irina Cismas , Head of Marketing at Custify, sits down with Jonny Davies , Head of Customer Success at Vixio. Jonny unpacks how he is reshaping CS at Vixio — from redefining roles and rebuilding health scores to implementing automation and balancing commercial growth with genuine customer partnership. He also shares what true CS maturity looks like, how to scale teams under pressure, and why a growth mindset is the non-negotiable skill for CS leaders entering 2026. What You’ll Learn: ️ How to evolve CS from a support function into a proactive, revenue-driving partner ️ How Jonny rebuilt Vixio’s customer health score to reflect real behaviors, not misleading trend data ️ What CS maturity actually looks like—and how to recognize when your org is getting there ️ When to standardize processes vs.