Webinar #31 - April 23rd 2026 at 17:00 CEST | 11:00 EDT

Your Health Score Is Fine. Your Customer Is NOT

Guests:

Gillian Stringer, Senior Client Partner at N.Rich
Hana Gruzman, CS Operations & Enablement Lead at Agora RE

What do you do when an account feels off, but the data says everything is fine? Most teams assume churn risk will show up clearly in dashboards. It rarely does. Early signals show up first in tone, hesitation, silence, or subtle misalignment.

On Thursday, April 23rd, Gillian Stringer, Senior Client Partner at N.Rich, and Hana Gruzman, CS Operations Lead at Agora RE, break down how teams actually spot and act on these signals.

Gillian brings frontline experience from accounts where impact takes time to show in metrics. Hana brings the operational view, how to turn gut feeling into something a team can use and repeat. This session focuses on what to do when churn risk is not visible yet, but already forming.

Key topics we’ll cover:

Early signs CSMs notice first
When data and instinct disagree
Why good scores can mislead
How teams scale human judgment
What risk looks like before proof

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We're excited to have you join us.

Warm wishes,
Irina Cismas - Head of Marketing

Speaker:

Gillian Stringer

Senior Client Partner at N.Rich

Gillian works with B2B revenue teams in an environment where customer impact does not always show up quickly in the numbers. Her background across Customer Success and client partnership gives her a strong practical perspective on the conversational and relationship signals that often surface risk early.

Hana Gruzman

CS Operations & Enablement Lead at Agora RE

Hana leads CS Operations & Enablement at Agora RE, where she has grown through Customer Success Manager and Team Lead roles while the team scaled. Her experience combines frontline CS work with the operational side of building structure, making her well placed to speak about how subjective account signals can be made usable across a larger team.

Host:

Irina Cismas

Head of Marketing at Custify

Irina is a product-led growth marketer with more than 15 years of experience in the field, focused on GTM strategy, messaging & positioning, competitive intelligence and many more. She is passionate about building high performance teams globally, developing talent while integrating customer insights into the product development process.

Previous Webinars:

How Daniela Shikova Drives Customer Success in Clinical Research | Mastering CS: Ep 51

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