Why CS Playbooks Are Failing Your Team
Most CS leaders respond to scale pressure by automating SMB and protecting enterprise. Leana Hart, Director of Customer Success at Axon, thinks that binary is costing companies on both ends — and she's spent her career managing the full spectrum, from SMB through Fortune 500 enterprise, to prove it.
In this episode, Leana gets specific: the account tiering logic she actually uses, why she thinks the playbook-first approach backfires, and the question she teaches her team to ask customers that surfaces renewal risk faster than any health score.
Topics discussed:
Why ARR-based segmentation…
The skinny
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