This is Growth!
Scaling Customer Success With Gemma Cipriani-Espineira, RVP of Customer Success for Twilio
Mar 13, 2025
Gemma Cipriani-Espineira, a Customer Success executive with a rich background at Twilio and Chili Piper, shares her journey from law to leading Customer Success teams. She discusses the importance of data-driven strategies for enhancing customer outcomes and retention. Gemma emphasizes the need for tailored engagement with long-tail customers and innovative segmentation methods. Additionally, she unveils the 'Big Six Framework' for understanding customer needs, and explores the role of AI in the future of customer success.
59:22
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Quick takeaways
- Gemma Cipriani highlights the importance of understanding unique customer needs through data-driven insights to improve retention strategies.
- She emphasizes the transformative potential of AI in customer success, advocating for its use in enhancing engagement and operational efficiency.
Deep dives
Gemma Cipriani's Journey in Customer Success
Gemma Cipriani shares her transformative path in customer success, starting from her entry-level position at Vocus during the Great Recession to becoming a renowned leader in the industry. She emphasizes the significance of understanding customer needs and using data-driven insights to help enterprise brands navigate reputational challenges amidst evolving media landscapes. Her experience at Decibel, where she built a customer success program from scratch, highlights the necessity of equipping teams with data and educational resources to drive customer outcomes. Cipriani achieved notable success at Chili Piper, implementing effective strategies that drastically improved gross revenue retention while expanding the company's footprint.
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