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Kristen Hayer
Founder & CEO

Kristen believes that customer success is the key to driving revenue, client retention and exceptional customer experiences. Her areas of expertise include developing success goals and metrics, designing the optimal customer journey, selecting technology, training teams, and building playbooks.

Prior to founding The Success League, Kristen built and led several award-winning customer success teams. Over the past 20 years she has been a success, sales, and marketing executive, primarily working with growth-stage tech companies. Kristen has her BA from Seattle Pacific University and her MBA from the University of Washington.

Favorite Spy Movie - A View to a Kill

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Ashley Hall
Instructor & Advisor

Ashley loves to lead account management and success teams; from training newbies to building processes out of chaos to working directly with customers. She is passionate about helping customers achieve goals. With an eye on the future she is a powerhouse in building scaleable frameworks that support and drive growth.

Ashley is one of the founding advisors to The Success League, and serves as a regular instructor for the company's CSM Training Program. She also serves as a customer success manager for ProsperWorks, and brings her work experiences to her articles and classes. Ashley holds a BA from the University of Colorado, Boulder and enjoys living in San Francisco while traveling all over the world.

Favorite Spy Movie - The Man from U.N.C.L.E.

Lauren Costella
Instructor & Advisor

Lauren is a change agent, communicator, leader and passionate champion for Customer Success in business, since a great customer experience drives retention, growth and brand advocacy. Her expertise centers on building early signs for risk and growth, defining cross-department success plays, team enablement, operations and process, and selecting and implementing CS software.

When she’s not working as the VP of Customer Success for Medrio, you can find her serving as an advisor and blogger for the Success League, an active board member for the Customer Success Network, and blogging generally about her CS experiences on the CS Playlist. Lauren has her MA and BA from Stanford University. She was a former USA National swim team member and enjoys staying active with running and surfing in the Bay Area.

Favorite Spy Move - Argo

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Amin Akbarpour

Amin is a customer success coach and architect.  With relationship-building at the core of his practice, he molds teams by instilling the necessary principles to transform them into trusted advisors. Understanding what's needed for organizational change, he translates theory and ideology into practice and habit.

Amin is one of the founding advisors to The Success League. In addition to his work with The League, Amin currently serves as an account manager for Persado. Originally from Southern California, Amin is a University of San Francisco alum who now calls New York City home.

Favorite Spy Movie - Die Another Day


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Jeremy Gillespie

Jeremy is a growth marketing expert who loves using complex data to build creative retention solutions. By leveraging data and technology, he excels at creating innovative retention and expansion marketing programs for businesses of all shapes and sizes.

Jeremy is a founding advisor to The Success League, and is also the founder of Built to Scale, a Bay Area consulting firm focused on helping businesses build scalable customer acquisition and retention programs. He holds a BA from the University of Pittsburgh and MBA from Point Park University. He's a proud former Pittsburgher, currently living in San Francisco.

Favorite Spy Movie - Skyfall


Steve Schwartz

Steve is a customer success leader who enjoys starting and building high-performance teams at early-stage startups. He has worked in energy startups for the past 10+ years in a variety of customer-facing roles. By engaging with customers during the sales cycle, he ensures customer expectations are fully understood and can be exceeded.

When not writing for The Success League, Steve is leading Customer Success at FreeWire Technologies. He holds a BS from Tufts University and an MS from Virginia Commonwealth University, and spends his free time with his wife and two kids exploring the Bay Area.

Favorite Spy Movie - Top Secret!


Jill Naden Gronsky
Operations & Marketing Manager

Jill is a believer in advanced planning, efficiency, getting the details right, and seamless communication. Prior to joining the team at The Success League, Jill worked for ten years in the outdoor industry in the demand planning and merchandise analysis world for Title Nine Sports and Mountain Hardware.

Jill manages marketing, events, and training operations for The Success League. A graduate of the University of Oregon with a BS in Exercise and Movement Science, she now lives in Albany, California. She enjoys hiking as much as possible, and stays busy as a parent of two young, active boys.

Favorite Spy Movie - The Bourne Identity

Agile project management meets savvy operation experts.

Our team isn't made up of former consultants. We are operators with over 50 years of combined experience in every area of customer success. A background in the technology space has taught us that agile works for startups, and we've adapted that methodology to our consulting practice. We value transparency, communication and results. 

Where The Success League stands out from the rest is their expertise with selling, marketing, services and business strategy – which helps to integrate customer success into a business for best results. They helped us to develop a customer acquisition and selling process, validate our messaging and zero-in on the important customer problems to solve for our technology solution. Along the way, we learned how to use data-driven, agile approaches for our commercial efforts.
Jim Berardone, Chief Customer Officer, OnlyBoth

Contact us to set up a free consultation and learn more about our approach.