On May 22, 2025, Jooble’s UK Country Manager, Valeriia Mostytska, spoke at the Job Boards Connect Live Show and shared something that doesn’t always get enough airtime in the tech world: the power of human connection in customer success.
The topic “Not Only in Automation We Trust: The Human Touch in Customer Success,” was a reminder that while automation is vital for scale, it’s people who build trust, loyalty, and long-term growth.
Valeria made a strong case: yes, automation boosts efficiency. But what about real value? That still comes from people. From listening, caring, understanding the client’s world and walking alongside them — not just sending automated reports.
“We admire Arkwright’s water-powered mill for revolutionizing production,” Valeria said, “but we still treasure a hand-knit scarf because of the care behind it.”
That’s the heart of the message: personalization is irreplaceable.
In Jooble just 14 dedicated Customer Success Managers support more than 700 clients across 67 countries.
In key markets, each CSM brings local expertise, and multi-country managers ensure consistency and care. Regular bi-weekly check-ins and quarterly strategic reviews help keep the pulse on client goals. The team use tools like Google Analytics, Tableau, Salesforce, and custom dashboards.
“At Jooble, our Customer Success Managers are both product experts and client advocates”, – Valeria noted.
And this approach is working, the numbers speak for themselves:
One of the most talked-about moments was Valeria’s story about Klarna. In 2023, the Swedish fintech company boasted about firing 40% of its employees because AI substituted all of them.
After that replacement, the company had to backtrack — quality dropped, and customer frustration grew.
“Artificial intelligence needs to be educated,” Valeria said, “Customer Success should also be educated. But Customer Success, unlike a machine, can demonstrate empathy, understanding of business needs.”
Read also: Jooble Named One of the Top 10 Job Search Platforms in Switzerland
Valeria offered a practical framework to guide where we automate and where we don’t:
This tool helps Jooble’s teams prioritize thoughtfully, not just quickly.
Not every recommendation gets a green light — and that’s okay. Customer Success is about partnership, not pressure. Valeria shared how Jooble handles moments when clients ignore advice or stick to old habits.
What we can do:
What we suggest, but can’t enforce:
When performance drops, we analyze the data, review specific listings, and reach out with tailored tips. It’s never about blame — it’s about helping clients see what’s possible when they meet us halfway.
Because success isn’t a one-way street — it happens through collaboration.
Let’s dive into the statistics that say it all:
People remember how you made them feel. And Jooble’s clients feel supported.
“Listen to your clients. Listening is the foundation of every good relationship — business included.”
In a world racing toward full automation, it was a moment of pause for reflection. A reminder that empathy, attentiveness, and human support aren’t just nice-to-haves — they’re core business strategies.
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Want to know how we’re redefining customer success at Jooble?
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