The Customer Success Playbook Customer Success Playbook S3 E33 - Gilad Shriki - FunnelStory Customer Interview AI Friday
Let’s demystify the magic behind streamlined customer success operations. In this episode of the Customer Success Playbook podcast, Kevin Metzger sits down with Gilad Shriki from Scope to unpack their strategic integration of FunnelStory. They dive into privacy-first data management, lightning-fast time-to-value, and how AI is reshaping how teams interact with data. Plus, find out why Gilad believes FunnelStory might just be the one platform to rule them all.
Detailed Description with Business Insights: In this engaging episode of the Customer Success Playbook, Kevin Metzger interviews Gilad Shriki, Head of Customer Experience at Scope, who offers a real-world case study of successfully implementing FunnelStory. With Roman Trebon off this week, Kevin navigates a thoughtful conversation that brings valuable technical and strategic takeaways to customer success leaders.
Gilad breaks down how Scope maintains data privacy by leveraging a custom anonymization layer before syncing anonymized data into BigQuery. From there, FunnelStory becomes the centerpiece of their CS tech stack, tightly integrated with HubSpot and Segment. The result? A seamless, compliant, and highly performant system that delivers actionable insights with minimal setup.
The discussion peels back the curtain on modern data stack integrations, emphasizing the importance of time-to-value and the benefits of designing for automation-first customer success platforms. Gilad candidly explains how FunnelStory outperformed expectations by offering an intuitive plug-and-play experience and how its engineering team’s responsiveness created a frictionless implementation.
Most notably, Gilad envisions FunnelStory not just as a visibility tool but as a centralized hub for both automation and human interaction. His goal? A single pane of glass where CSMs manage sentiment, risk, and engagement—without needing to bolt on other platforms like Gainsight.
If you're scaling a CS org or rethinking your tech stack, this episode is your playbook for staying lean without sacrificing power. Tune in and learn how a privacy-first, AI-powered, integrated system can revolutionize how you scale customer success.
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