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Rethinking Customer Success Playbooks with Mike Lemire (Live from Startup Week Boston)

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Manage episode 468704509 series 2506616
Content provided by Sean Lane. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Sean Lane or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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.

Like this episode? Be sure to leave a ⭐️⭐️⭐️⭐️⭐️⭐️ review and share the pod with your friends! You can connect with Sean on LinkedIn or subscribe to our YouTube channel.

Want to work with Sean? Reach out to him and the team at BeaconGTM to help with GTM execution at your company.

Anyone interested in ordering The Revenue Operations Manual can go here and use the code REVOPS20 for 20% off (or buy from any of your preferred booksellers here)!

  continue reading

145 episodes

Artwork
iconShare
 
Manage episode 468704509 series 2506616
Content provided by Sean Lane. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Sean Lane or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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.

Like this episode? Be sure to leave a ⭐️⭐️⭐️⭐️⭐️⭐️ review and share the pod with your friends! You can connect with Sean on LinkedIn or subscribe to our YouTube channel.

Want to work with Sean? Reach out to him and the team at BeaconGTM to help with GTM execution at your company.

Anyone interested in ordering The Revenue Operations Manual can go here and use the code REVOPS20 for 20% off (or buy from any of your preferred booksellers here)!

  continue reading

145 episodes

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