Real-World Case Studies and Customer Success Stories with Custify

Otera uses Custify to manage customer success in enterprise automation. The company automates complex workflows for large clients. Their customer... success team works closely with partners and internal teams. They focus on building trust and owning business outcomes, even when delivery is through third parties. Enablement is key for onboarding and supporting clients who self-implement. Otera’s approach balances startup speed with enterprise discipline.
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BrightHire used a new customer success adoption framework to help clients get more value from its hiring intelligence platform. The team focused... on moving customers beyond basic adoption to deeper, use-case-driven engagement. They built processes for early executive alignment and tailored customer journeys. Workshops and monthly webinars supported practical adoption of advanced features. After being acquired by Zoom, BrightHire kept its pace and culture while gaining more resources.
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Severalnines uses Custify to manage customer success for about 100 accounts. Catalin Petre, the only customer success manager, blends sales... and post-sales work with Account Executives and Solutions Architects. Onboarding starts right after booking, with refresher sessions every three months and renewal talks at the end of a 12-month subscription. Fast support, with a median response time of 4–5 minutes, builds trust and helps solve problems quickly. Relationship building and regular check-ins help keep customers engaged and ready for renewal.
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Fairly Made uses Custify to help fashion brands manage supply chain traceability and sustainability reporting. The company faces challenges with... messy product data and complex supplier networks. Custify supports luxury, premium, and mass-market clients, each with unique needs. The platform helps teams handle new ESG regulations and manage large workloads. Fairly Made tracks renewals, ARR, and churn to measure customer success and maturity.
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TrialHub used Custify to improve customer success for pharma and CRO clients in clinical research. The team focused on building... trust in a highly regulated industry by listening to client needs and acting on feedback. They tracked jobs-to-be-done interviews and value stories to align product features with real user needs. TrialHub scaled from a solo customer success manager to a full team. Their approach helped them win major enterprise clients and an industry award for innovation.
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Mia-Platform used its own digital platform tools to build a customer success department from scratch. The team structured customer success... by industry verticals, such as healthcare and financial services, to better meet client needs. They formalized the sales-to-customer success handoff with a structured request form to avoid losing key information. Internal education and onboarding processes were created to help new team members understand customer success. This approach improved alignment, trust, and customer outcomes.
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Resistant AI uses Custify to improve customer success in fraud and financial crime prevention. The team focuses on delivering on... promises made during sales, ensuring customers see real value. They separate customer success from account management to keep each team focused. Usage metrics alone do not show true value in fraud prevention, so they measure impact differently. Building strong relationships with clients helps them get honest feedback and deliver better results.
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Social Plus used Custify to help brands build in-app communities. The platform offers infrastructure-as-a-service, letting clients add social features to... their apps. Social Plus combined customer success and consulting to guide clients with frameworks and strategy. They moved from tier-based to regional team structures for better development. This approach helped them scale to over 100 customers while keeping quality high.
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Workpay Africa used Custify to improve customer success for small and medium businesses. Josephine Kibibi, with a background in HR,... led the team to focus on proactive engagement, personalized onboarding, and regular check-ins. The team addressed client challenges in payroll compliance and statutory processes. They used tools like HubSpot, UserPilot, and StackDeliver to track KPIs such as customer retention and product adoption. This approach helped Workpay Africa support clients more effectively and drive customer retention.
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PLAYipp uses Custify to improve customer onboarding and support for digital signage clients. The team manages customers from small shops... to large enterprises, tailoring onboarding with three structured sessions. They track customer health by monitoring license usage, screen status, and publishing frequency. PLAYipp integrates HubSpot and AI tools like Claude for project management and monthly sentiment analysis. This approach helps identify customer needs and improve communication across teams.
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Blink Ops uses its own AI platform to help security teams automate operations. The customer success team leverages AI tools... to boost productivity, like analyzing calls and automating data analysis. AI lets each manager handle more accounts, but cannot replace the human touch in building relationships. The company believes white-glove customer success needs people, not just agents. AI is a multiplier, not a replacement, for high-touch enterprise customer success.
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Softr uses Custify to support no-code customer success for non-technical users. The team blends customer success, support, and sales engineering... to help customers build their own apps. Onboarding focuses on guiding users through both adopting the platform and building solutions. Softr leverages a partner network for customers who need extra help. Human support is prioritized over AI chatbots, especially for product-led growth customers. The CS team gathers customer insights to improve the product and drive retention.
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RangeForce, now part of Cyberbit, used Custify to improve customer success in cybersecurity training. Katrin Loodus, Customer Success Manager, leveraged... deep product knowledge to respond faster to customer needs and build strong relationships. The team measured cybersecurity readiness with real-world simulation exercises, not just course completion. AI tools helped Katrin automate reporting and save significant time, allowing her to focus on customer value. Her personal experience with social engineering shaped her approach to customer education and awareness.
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Hoptroff uses Custify to support financial services with precision timing. Their platform ensures secure, traceable, and resilient time synchronization for... compliance and risk management. Customer success at Hoptroff means helping clients operate with confidence and meet strict regulatory needs. The team focuses on strong communication, energy management, and building trust. They help customers prepare for audits and scale their timing infrastructure as needed.
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Referrizer used Custify to improve their client offboarding process. They faced 110 cancellation requests during 2020. By using Custify's customer... insights, they created a detailed offboarding checklist and required exit interviews for all cancellations. This approach helped them recover 25% of clients who wanted to cancel. The process saved about $56,000 yearly within two months, showing the value of data-driven customer success tools.
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Planable used Custify to centralize customer success tasks. Before Custify, their team juggled multiple platforms and struggled to keep track... of everything. With Custify, they became more efficient and improved customer engagement. The team now focuses on customers instead of manual work. Their ability to support clients has greatly improved.
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Custify helped Planable centralize customer success operations. Before using Custify, Planable's CS lead managed many platforms and tasks. With Custify,... all workflows are in one place. This made it easier to focus on customers. The team now saves time and works more efficiently. Custify automates tasks and improves customer engagement.
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