148 - AI And Empathy In Customer Success

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What happens when you move your CS career from London to Dubai and rebuild your playbook from the ground up? 

We talk about that with Jomilsa Sousa, Customer Success and Account Management consultant & coach, and the Founder of The Success Studio, where she helps Customer Success professionals and businesses unlock their full potential. Currently, she also serves as Account Manager at Cirium (and when this was recorded, she was CS Account Manager at LexisNexis Middle East)

In this episode, Jomilsa unpacks how digital transformation in the Middle East collides with a culture that prizes in‑person trust, and why that mix is changing how teams design onboarding, renewals, and growth. AI is powerful for churn prediction and business reviews, but the story that convinces a stakeholder to stay is still a human one.

We explore:

• Cultural nuance shaping CS across the Middle East
• AI for churn prediction and reviews, humans for narrative and trust
• Rising demand for CS Ops, technical CSMs and community roles
• Empathy as a strategic advantage
• Building systematic visibility: weekly updates, impact docs, public wins

We also dig into the mindset that sustains momentum: pivot quickly when the signal changes, lead without the title, and make someone’s day easier as a daily north star. 

If you’re navigating AI, global accounts, or a big move of your own, this conversation offers a clear, human map for what works (& what doesn’t).

And if this conversation resonates, follow the show, share it with a teammate who needs fresh tactics, and leave a quick review to help more listeners find us.

💚 This episode is brought to you by Deployflow: https://deployflow.co/

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👉 Follow Jomilsa: https://www.linkedin.com/in/jomilsasousa/

👉 Learn more about The Success Studio: https://thesuccessstudio.coach/

👉 Learn more about Deployflow & P-Suite by Deployflow and get a quick squad estimate at: https://deployflow.co/p-suite/

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About Women in Customer Success Podcast:

Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other. 

Follow:

Women in Customer Success 

• Website - https://www.womenincs.co/podcast 
• LinkedIn - linkedin.com/company/womenincs

Host Marija Skobe-Pilley

• LinkedIn - https://www.linkedin.com/in/mspilley/

Check out our Courses:

• The Revenue CSM  - https://womenincs.co/the-revenue-csm