Customer success isn’t just about keeping customers happy. It’s about owning the outcomes that drive revenue.
In this episode, Cinthia Silva, a global CS consultant and former fintech executive, breaks down what it takes to turn customer success from a reactive support function into a high-impact growth engine.
From her early days in sales to advising global CS teams, Cinthia shares what most companies are missing when it comes to defining CS, why AI isn’t a shortcut but a multiplier, and how tracking metrics like CSQLs shifts customer success from nice to have to non-negotiable.
She also gets candid about the real obstacles women in tech face and what it takes to lead with clarity in high-stakes, high-growth environments.
In this episode:
● Why customer success must own metrics that matter like CSQLs
● How to use AI to amplify not replace your team’s productivity
● The one thing most CS teams skip and why it’s costing them influence
● How to build a success roadmap that drives real executive buy-in
● The hidden career power of moving from sales into CS
● Data structure and cleanliness as the real foundation of AI implementation
● Why enterprise CS is a different beast and how to navigate it
● The silent impact of mentorship and sponsorship for women leaders
● Personal leadership practices that prioritize clarity, community and focus
If you’re building CS in fintech, scaling in global markets, or redefining what success looks like, this episode with Cinthia Silva is your new playbook.
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!
—-----
Follow:
—-----
Follow:
Hosts:
Haydar - LinkedIn
Ivy - LinkedIn
