CS School

Cultural intelligence in customer success with Jomilsa Sousa 13.10.2025 43:18 ↓

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 communicatio...

How AI is redefining the CSM role with Adam Parsons 30.09.2025 37:17 ↓

Customer success is at an inflection point. AI isn't just a buzzword – it's fundamentally rewriting what it means to be a CSM. Yet adoption in CS is lagging, and those who wait risk being left behind. In this episode of the CS School podcast, we're joined by Adam Parsons, Client Success Director at Degreed, to explore how AI is transforming the role – from task-driven execution to insigh...

How customer success impacts GTM with Akash Singh 24.09.2025 28:17 ↓

Akash Singh joins us to discuss the importance of customer success in go-to-market (GTM) strategy.

Redefining customer experience with Raymond Otero, Microsoft 28.08.2024 42:08 ↓

In this episode of CS School, we're joined by Raymond Otero, the Director of Global Customer Experience (Strategic Programs) at Microsoft, about the intersection of customer experience (CX) and customer success (CS). Raymond discusses the evolution of CX and CS, the cultural shift towards customer centricity, the use of technology in CX, and the measurement of CX success. Raymond shares a case stu...

Emotional intelligence in customer success with Jenelle Friday 08.08.2024 45:16 ↓

Think empathy is the key to customer success? It's just the tip of the iceberg! Emotional intelligence (EQ) is the real game-changer, not just for your clients, but for YOU too. We were lucky enough to chat with EQ champion Jenelle Friday, VP of Customer Success at Forecastable, about emotional intelligence (EQ) and its importance in customer success. We discuss the four pillars of emotional intel...

CS Ops: The innovative frontier of customer success with Roger Mendez 05.06.2024 46:26 ↓

We discuss the unique challenges and opportunities that CS Ops presents, as well as the specific skill sets and pathways that aspiring professionals in this domain should cultivate. Join us as we unpack the intricacies of CS Ops, learn about Roger's day-to-day operations, and explore the future of this vital aspect of customer success within the tech industry. Whether you are a seasoned profession...