Why do some CS leaders just retain customers — while others command influence across the business?
In this episode, Sweta Duseja — Director of Customer Success at MoEngage — reveals the real playbook behind world-class retention, AI-driven engagement, and strategic customer planning in the META region.
Sweta doesn’t just talk about customer success. She builds it, scales it, and uses it to drive measurable revenue impact across cultures and markets. If you think customer onboarding is just training — or AI is just hype — this episode will challenge everything.
From decoding adoption frameworks to eliminating blind spots and planning multi-level customer success strategies, Sweta shares how influence is earned — not given — in today’s most competitive markets.
In this episode:
- Why CS leaders must master digital, regional, and human intelligence
- How MoEngage drives industry-leading retention with a value-first model
- The secret to AI adoption: timing, trust, and strategic customization
- How to design onboarding experiences that build influence, not just satisfaction
- What most CS teams get wrong about success planning
- Why a maturity assessment is your silent power move
- The real reason cultural nuance matters in high-stakes client relationships
- How mental wellness fuels long-term leadership clarity
- The account planning tactic that gets you in the room with decision-makers
This isn’t just another conversation on customer success. It’s a masterclass in leadership power, AI precision, and how to win loyalty in the most dynamic markets in the world.
Follow Sweta Duseja.
Did you find this episode valuable? Make sure to like, subscribe, and share your thoughts in the comments! We're building the Middle East's customer success & revenue community together, and your voice matters. See you in the next episode!
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Hosts:
Haydar - LinkedIn
Ivy - LinkedIn
