Gemma Cipriani-Espineira
Customer Success executive with experience at Chili Piper and Twilio. Founder of CS Angel, an angel investment fund focused on post-sales technology.
Best podcasts with Gemma Cipriani-Espineira
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33 snips
Mar 13, 2025 • 59min
Scaling Customer Success With Gemma Cipriani-Espineira, RVP of Customer Success for Twilio
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.
22 snips
Nov 22, 2022 • 45min
Gemma Cipriani-Espineira, CCO at Chili Piper - CCO Metrics: How to convince the C-Suite
In this episode, our host Anika Zubair chats with Gemma Cipriani-Espineira, Chief Customer Officer (CCO) at Chili Piper about what metrics are important and how to report them correctly. Metrics are critical in customer success – especially when reporting to the leadership team. But often SaaS businesses are unsure on how and what to report. For example, when it comes to customer success, what does leadership want to know? And what are the metrics that really matter?Podcast enquiries: sofia@planhat.com
