Customer success isn’t just about retention anymore. It’s about driving revenue, commanding influence and leading transformation from the inside out.
In this episode, Annika Zubair, post-sales revenue leader and founder of Customer Success Pro Consultancy, unpacks what it really takes to move from customer support to executive strategy. With 13 years of experience across global SaaS organizations, Annika shares why most CS teams still struggle with enablement, how AI is changing the rules and what it takes to lead when you're the only woman in the room.
This isn’t a conversation about fluff. It’s a blueprint for CS leaders who want to own their seat at the table and build profitable, AI-powered growth engines.
In this episode:
● Why customer success must be treated as a revenue function, not a cost center
● The critical gap in CS enablement training, and how to close it
● Why profitability needs to be everyone's KPI
● How to use AI to streamline tasks and unlock team productivity
● The truth about cross-functional influence and how to earn it
● Strategic customer journey mapping as a non-negotiable
● What most CS leaders get wrong about success planning
● How kindness and psychological insight build real business leverage
● Practical AI integrations that scale value and highlight key customer milestones
● What Annika has learned as an operator turned advisor in global SaaS
If you're building a high-impact CS org or advising one and you're ready to lead with precision, this episode with Annika Zubair is your competitive edge.
Follow Annika Zubair.
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
