In this episode of the Success Revenue Podcast, hosts Ivy Forero and Haydar Al-Saad speak with Arti Sogani, a customer success leader with 18 years of experience in the fintech and banking software space. Arti brings a deep understanding of how to build scalable, customer-centric strategies in highly regulated and complex industries.
The discussion centers around the evolution of customer success in the Middle East, particularly in financial technology, and how the role has shifted from reactive support to proactive, strategic partnership. Arti explains how CS has become a driver of long-term value, especially in markets that demand high-touch, relationship-focused engagement.
A key point she emphasizes is the importance of KPIs tied to revenue, not just satisfaction or usage. CS teams, she argues, must speak the language of business if they are to have real impact. She also explores how cultural nuances in the Middle East require tailored communication, flexibility, and a clear understanding of what matters to customers.
Throughout the episode, Arti highlights the role of technology in modern customer success—from AI and predictive analytics to improved tooling for personalization and insight generation. She also reflects on her journey from a technical background to CS leadership, and how that mix of experience informs her strategic thinking today.
Key themes covered include:
- Why customer success is not customer support—and how proactive CS drives growth
- The importance of localizing strategies for different regions and cultures
- How to use technology to scale personalization and drive expansion
- The role of community and collaboration in growing CS maturity in the Middle East
This episode also builds on the podcast’s mission to create a thriving CS community in the region—one that prioritizes knowledge-sharing, strategic growth, and innovation.
🎧 Listen to the full episode here