In this episode of the Success Revenue Podcast, hosts Ivy Forero and Haydar Al-Saad sit down with Alex Jardine, VP of Customer Success and Revenue Operations at Polyswarm, a leading cybersecurity platform. The conversation dives into the intersection of customer success, cybersecurity, AI, and regional strategy, with a focus on the unique dynamics of working in the Middle East.
Alex shares his perspective on how customer success must be tailored to fit different markets, especially when navigating sensitive sectors like cybersecurity. In regions like the Middle East, where trust, education, and relationship-building are essential, he explains why digital-first or automated CS models may not gain immediate traction.
A major theme in the discussion is the growing overlap between customer success and revenue operations. Alex highlights the importance of cross-functional collaboration to deliver a consistent and measurable customer experience—particularly in high-stakes industries where data security and trust are top priorities.
The conversation also touches on emerging technologies like AI and blockchain, and how these innovations are reshaping both the capabilities and expectations of customer-facing teams. While technology is a powerful enabler, Alex reminds listeners that education and personalized engagement are still critical in fostering strong customer relationships—especially when dealing with complex platforms and skeptical buyers.
Key insights from the episode include:
- Customer success is essential for sub-$50M ARR companies looking to scale efficiently.
- One-size-fits-all doesn’t work—strategies must be localized for different regions.
- Trust and education are more important than automation in early-stage markets.
- Customer experience should be owned by every team, not just CS.
This episode is a must-listen for CS professionals navigating global expansion, complex industries, or looking to better integrate CS with revenue operations.
🎧 Listen to the full episode here: