In this episode of the podcast, Irina Cismas, Head of Marketing at Custify, sits down with Abdul Momen Khalid, Head of Customer Success at Avaza, a platform that helps professional services teams manage projects, time, and invoicing. Momen joined Avaza as a Customer Success Associate and worked his way up to head of the department, now overseeing both retention and new business. He shares candidly how an automation-heavy setup turned customer conversations transactional, and how his team went back to the drawing board to focus on meaningful interactions instead of fixed outreach schedules. He also explains his frictionless approach to churn, why customers who leave to build in-house tools often come back, how his team runs CS on Avaza itself, and how AI handles tier-one support and product testing.
What You’ll Learn:
☑️ How newsletters and in-app messages can bring customers to you
☑️ How to handle churn with confidence and without friction
☑️ Why customers who leave to build in-house tools often come back
☑️ How AI handles tier-one support, call summaries, and product testing
☑️ Why curiosity is the trait that sets high performers apart
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With Custify, you can:
☑️ automate daily tasks through Playbooks
☑️ build individual customer #HealthScores
☑️ create customer segments
☑️ improve your customer communication strategy
☑️ streamline your onboarding process
☑️ track customers’ journeys every step of the way
☑️ get a 360 view of their progress
Want to do great things with your customer success initiative? Keep in touch with us below:
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