AI And Empathy In Customer Success

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

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In this episode

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 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)

We explore:

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.