How do you balance AI-driven automation with authentichuman relationships in Customer Success? In this episode of MTMG’s ConnectToWork, we sit down with Braden Eads, a Customer Success leader and keynote speaker with over a decade of experience working with Fortune 500 clients. Braden shares the career lessons that shaped his leadership style, the power of human connection in business, and his insights on the future of AI in customer engagement.
What You’ll Learn in This Episode:
The most valuable career lesson Braden learned as a first-time manager
Why human connection is still critical in an AI-driven world
How empathy, collaboration, and being a helper define his leadership style
The importance of in-person relationships in customer retention
The book that changed Braden’s perspective on authenticity and leadership
Why AI will never replace relationships—only enhance them
Key Quotes:
💬 "Every escalation is an opportunity. Crisis equals opportunity."
💬 "AI can provide knowledge, but it will never create realrelationships."
💬 "True leadership starts with asking, ‘How are you really?’"
Meet The Interviewee:
Braden Eads is a Customer Success strategist and keynotespeaker with a deep passion for helping teams scale, optimize retention, and drive meaningful client relationships. Outside of his corporate experience, Braden is a former member of the Tabernacle Choir at Temple Square, an advocate for AI in business, and a dedicated leader in mentorship and career coaching.
How to Connect with Braden Eads:
🔗 LinkedIn: Braden Eads
📧 Email: bradenjeads@gmail.com
🌐 Website: BradenEads.com
MTMG’s Pay-It-Forward Mission
With ConnectToWork, we amplify real career storiesto inspire and connect professionals. If you or someone you know is navigating a career transition, we’d love to hear your story.
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