Stop Segmenting by Spend: How to Truly Tailor Your CX with Kristen Hayer

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.ioConnect with Kristen on LinkedIn: Kristen Hayer on LinkedInKey Moments:00:00 Introduction and Guest Welcome00:31 Kristen's Origin Story03:12 The Evolution of Customer Success05:02 Building a Customer Success Program07:18 The Importance of Customer Segmentation13:06 Adapting to Changes and Challenges16:16 The Role of AI in Customer Success23:41 Connecting with Thought Leaders25:14 Conclusion and Contact InformationSend us a textWelcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships. Connect with Alyssa on LinkedIn Connect with Amber on LinkedIn Apply to be a Guest at TheGrowthSignal.com