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Customer segmentation isn’t just a spreadsheet exercise—it’s the foundation of your entire customer success strategy. In this episode, Alyssa sits down with Kristen Hayer, CEO of The Success League, to unpack what most companies get wrong about segmentation, how investor pressure is reshaping CS priorities, and why B2B needs to finally catch up to the B2C approach to customer value. From behavior-based segmentation to the untapped potential of AI, Kristen shares the mindset and methods that separate reactive CS from strategic growth engines.

Kristen Hayer is the founder and CEO of The Success League, a consulting and training firm specializing in Customer Success. With over a decade of experience building and scaling CS organizations, Kristen is a leading voice on how to operationalize customer-centric strategies that drive retention, expansion, and long-term value. She’s also a co-author on an upcoming book exploring modern CS leadership.

Main Topics Covered:

The Problem with Revenue-Based Segmentation
Why most segmentation strategies fall flat—and how behavior-based models deliver better customer experiences.

The Rise of Retention-Driven CS
How investor pressure is forcing a mindset shift from acquisition at all costs to proving customer value.

AI as Augmented Intelligence
Kristen and Alyssa explore how AI isn’t replacing CS—it’s enhancing the human work that really matters.

Resources & Links Mentioned:

• The Success League website: https://www.thesuccessleague.io
• Connect with Kristen on LinkedIn: Kristen Hayer on LinkedIn

Key Moments:

00:00 Introduction and Guest Welcome
00:31 Kristen's Origin Story
03:12 The Evolution of Customer Success
05:02 Building a Customer Success Program
07:18 The Importance of Customer Segmentation
13:06 Adapting to Changes and Challenges
16:16 The Role of AI in Customer Success
23:41 Connecting with Thought Leaders
25:14 Conclusion and Contact Information

Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the Customer Experience.

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