Rethinking Customer Success Playbooks with Mike Lemire (Live from Startup Week Boston)
Description
For a long time, post-sale teams haven’t received the attention they deserve. Companies have historically prioritized revenue growth over revenue protection, relying on human-intensive Customer Success models to keep customers happy. But the landscape is shifting—companies are rethinking how they structure their Customer Success teams, when and how to introduce Account Managers, and whether automation and scaled CS models can truly replace the human touch.
In this episode, we sit down with Mike Lemire, a seasoned Customer Success executive with experience at Toast, HubSpot, and Overjet, who now runs his own executive coaching firm, Harmonic Leadership. In our conversation, Mike shares his insights on how to build the right post-sale team for your business, what CS leaders can learn from marketing, and why customer success is all about aligning trigger points with action items.
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