In this Part 2 episode, co-host Mark Petruzzi continues the conversation with Jack Zimnavoda, Head of Customer Success at Insightful. This time, they explore how Jack’s team is scaling Customer Success by embedding AI, aligning post-sale marketing, and applying smart segmentation strategies.

Jack shares how predictive tools, data-informed health scores, and hybrid touch models enable CS teams to identify churn risks, streamline workflows, and drive expansion; all while maintaining a personal touch.

What You’ll Learn

• Predictive CS in Action: Jack explains how his team uses AI within their CS platform to surface risk, recommend proactive next steps, and highlight expansion-ready accounts.
• Marketing + CS = Growth: How Insightful brings CS and marketing together to educate customers, promote feature adoption, and scale communication—without losing personalization.
• Segmentation for Scale: Why Insightful uses a hybrid touch model to support over 5,000 customers across different industries and sizes—without compromising value delivery.
• Retention Forecasting: Discover how qualitative inputs, usage data, and AI models combine to anticipate churn and improve long-term customer outcomes.

Key Topics

• Building a predictive, AI-supported CS platform
• Aligning CS, product, and marketing post-sale
• Hybrid-touch models for scale
• Customer health scoring and churn prediction
• Operationalizing expansion strategy
• Creating scalable CS motions with a human touch

Guest Spotlight: Jack Zimnavoda

Jack is Head of Customer Success at Insightful, where he leads global efforts in retention, adoption, and expansion. With over 10 years of experience in B2B SaaS, Jack has developed practical, scalable strategies that connect Customer Success with revenue growth.

Resources & Mentions

• Book: The Seven Pillars of Customer Success by Wayne McCulloch
• Podcast Mention: This is Growth by Daphne Costa Lopes
• Tool: Vitally – CS platform used by Insightful

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