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 principles

Tune into this episode for valuable insights on building meaningful relationships and driving success across cultural boundaries.