S1E1: Implementing Digital Touch Within Customer Success w/ Hope Blaythorne The Leen Playbook

Hope Blaythorne, the former Head of Customer Success at Hashicorp. Hope is widely acknowledged as a distinguished figure in the industry, boasting a remarkable track record of over 25 years. Throughout her career, she has held prominent positions in sales and customer success at esteemed companies like Oracle, IBM, and Red Hat.



Episode notes:


How does Hope define customer success (1:30)
What is Digital Touch in the context of customer success (3:33)
Examples of companies effectively utilizing Digital Touch (5:58)
The significance of CS ops in implementing Digital Touch (13:43)
Why are organizations leaning towards pooled CS teams (18:20)