This is Growth! Scaling Customer Success With Gemma Cipriani-Espineira, RVP of Customer Success for Twilio
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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.
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Early Career Path
- Gemma Cipriani-Espineira's career began as a BDR out of necessity after law school.
- She progressed to a senior account director role, managing big brands at Vocus/Cision.
Building CS at Decibel
- At Decibel, Gemma built a CS program from scratch, focusing on data-driven insights and customer outcomes.
- This led to a 24% GRR improvement and a successful exit to Medallia.
Chili Piper and Openness
- Gemma joined Chili Piper during COVID to address churn, focusing on process and operations.
- Sharing her Chili Piper handbook online validated the power of openness and collaboration.