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CS SchoolAuthor: Customer Success Collective
Tired of overly niche customer success conversations that might as well be in a different language? CS School is the podcast that strips customer success back to basics. Tune in so you dont zone out. Ever wanted to have a full overview of how segmentation works in customer success? Check out CS School. Always wondered what the psychology behind CS is? Head to CS School. Wanna know the best way to tackle renewals? Find out at CS School. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Cultural intelligence in customer success with Jomilsa Sousa
Episode 35
Monday, 13 October, 2025
Can customer success strategies be replicated across different regions and cultures? In this episode, we sit down with Jomilsa Sousa, a Customer Success Manager based in Dubai, to explore why standardized playbooks often fall short in international markets.Jomilsa shares her firsthand experience contrasting customer success approaches between the UK and the Middle East, revealing how communication preferences, relationship-building expectations, and client engagement vary dramatically across regions. From tech-driven approaches in some markets to high-touch, personal interactions in others, she explains why adaptability and human connection trump rigid frameworks.Key topics include:🎙️ The limitations of standardized customer success playbooks in global markets🎙️ Cultural nuances in communication and relationship-building across the Middle East🎙️ How to educate clients about the value of customer success in different contexts🎙️ The importance of customizing strategies while maintaining core principlesTune into this episode for valuable insights on building meaningful relationships and driving success across cultural boundaries.
