Ep 55 | Hana Gruzman

Episode notes

In this episode of the podcast, Irina Cismas , Head of Marketing at Custify, sits down with Hana Gruzman , CS Operations and Enablement Lead at Agora. They discuss what it takes to build CS operations from scratch while scaling a team from 4 to 30+ people, how to structure a CS department into specialized mini-teams, and why health scores alone are not enough to predict churn. Hana also shares how AI is reshaping processes from sales handoffs to churn analysis in a fast-growing, complex environment.