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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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If your Customer Advisory Board feels like a presentation, you’re doing it wrong. Irene Yam joins Alyssa to explain why the most effective CABs ditch the slide deck and prioritize real conversation. Drawing from 20+ years of experience leading executive programs, Irene shares what makes CABs work—from building trust to making room for off-script moments that change the game.

Whether you’re mid-market or enterprise, you’ll walk away with a clearer blueprint for turning your CAB into a strategic growth lever—not a checkbox.

Irene Yam is the author of How to Build a World-Class Customer Advisory Board. She’s spent over two decades designing strategic customer programs for high-growth startups and global enterprises, working with clients spending $20M+ annually. Irene’s approach emphasizes human connection, customer-led feedback, and creating spaces where strategic conversations can thrive.

Key Takeaways:

• The best CABs feel more like jam sessions than board meetings.
• You don’t need enterprise dollars to get enterprise-level insights.
• Real feedback starts when you give customers permission to be honest—and stop trying to impress them.

Key Moments:

00:00 Introduction and Guest Welcome
00:28 Irene's Origin Story
01:44 Customer Advisory Boards vs. Focus Groups
03:12 Value of Customer Advisory Boards for Mid-Market Businesses
06:24 Starting a Customer Advisory Board
07:44 Successful Customer Advisory Boards
16:58 Virtual Customer Advisory Boards
18:07 Innovative Meeting Ideas
21:18 Conclusion and Contact Information

Follow Irene on LinkedIn: https://www.linkedin.com/in/ireneyam/

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

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Connect with Amber on LinkedIn

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When the pressure’s on, most leaders default to speed—but moving fast without thinking clearly is what gets companies stuck. In this episode of The Growth Signal, Alyssa Nolte talks with Charles Browne, a seasoned executive and leadership coach, about the overlooked cost of rushing to solutions. Drawing from decades in the Navy, nuclear ops, and national labs, Charles shares a framework for slowing down strategically, aligning your values, and empowering your team to make better calls—faster. If you're leading a growth-stage org, this is your playbook for sustainable scale.

Guest Bio:
Charles Browne is a leadership expert and deputy director at Los Alamos National Laboratory, where he leads complex, high-risk initiatives. With a background in nuclear operations, Six Sigma, and executive coaching, he specializes in helping technical leaders become high-impact decision-makers.

Main Topics Covered:

1. Why Speed Isn’t Strategy – How defaulting to action creates shallow solutions—and what to do instead.
2. Building a $2,000/Hour Leadership Mindset – The mental shift leaders need to stop doing $20/hour work and start building scalable systems.
3. Authenticity at Scale – How defining your values (and sticking to them) builds trust across teams and with customers.

Key Moments:

00:00 Introduction and Welcome
00:15 Charles' Origin Story
02:24 Current Roles and Responsibilities
03:47 Common Leadership Blind Spots
12:00 Defining Core Values and Decision Making
16:32 Implementing Core Values in Business
19:15 The Pitfalls of Micromanagement
19:49 Defining Business Focus: Customer, Product, or Operations
20:38 Southwest Airlines: A Case Study in Operational Decisions
22:14 The Importance of Consistency in Leadership
25:41 Aligning Personal and Company Values
28:48 Serving the Customer with Integrity
30:45 Identifying and Serving Your Ideal Customer
33:09 Adapting to Change and Seizing Opportunities
34:34 Final Thoughts and Resources

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

Connect with Alyssa on LinkedIn

Connect with Amber on LinkedIn

Apply to be a Guest at TheGrowthSignal.com