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Kristen Hayer, CEO

Kristen serves as the CEO and principal of The Success League.  Her areas of customer success expertise include building teams, developing metrics, designing revenue models, assessing customer touch-points, selecting and implementing technology, and customer engagement.

Prior to founding The Success League, Kristen built and led award-winning customer success teams at The Resumator and VerticalResponse.  Over the past 20 years she has been a sales, marketing and customer success leader, primarily working in early stage technology companies. Kristen has her bachelor's degree in business administration from Seattle Pacific University and her MBA from the University of Washington.  

Kristen is passionate about building strong leaders in the tech community, and runs discussion groups for current and prospective leaders.  She is also a frequent speaker on various customer success and technology topics.  Kristen lives in the Bay Area with her husband, daughter and an old black lab, Chloe.


American Business Awards, Support Team of the Year, 2011 and 2013

Stevie Awards for Sales & Support, Support Management Team of the Year, 2013

International Stevie Awards, Support Team of the Year, 2013

The League - Contributors

Amin Akbarpour, Team Building & Training

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.  Originally from Southern California, Amin is a University of San Francisco alum who is grateful to still be able to call San Francisco his home.

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Natalie Macks, Support & Technology

Natalie builds a culture of dedicated customer evangelists, as well as the systems and processes required for success.  Her award-winning leadership expertise coupled with integrity and passion produce increased customer retention and generate revenue.  With over 15 years in customer-facing roles, Natalie excels in bridging the gap between business technologies and the user experience.  She holds a BA in Zoology/Genetics from Michigan State University and resides in San Francisco, CA.

Ashley Hall, Account Management & Process Design

Ashley loves to lead account management teams; from training newbies to building processes out of chaos to working directly with customers. With an eye on the future she is a powerhouse in building scaleable frameworks that support and drive growth.  Ashley is currently working for Sparkcentral and holds a BA in Sociology from the University of Colorado, Boulder.  She lives in San Francisco, CA.

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Jeremy Gillespie, Retention Marketing & Technology

Jeremy is a growth-oriented marketing geek, technology enthusiast and customer evangelist. He loves using complex data to build creative retention solutions. By leveraging technology, Jeremy excels at creating scalable retention marketing programs.  He works for LinkedIn, holds a BA in Communication from the University of Pittsburgh and MBA from Point Park University.  He is a proud former Pittsburgher, but currently lives in San Francisco, CA.

Dawn Harger, Account Management & Leadership

With over 10 years of managing account management teams, Dawn has found her niche in defining and implementing measures that equate to customer success.  Her passion is creating teams of customer advocates and consultants, while mentoring those that cross her path.  Her prior background in operations also allows her a broader picture of the business, thus giving her additional insight into a company’s strategy in retaining and growing their customer base.  Dawn works for VerticalResponse, holds a BA in Marketing from San Jose State University and MBA from St. Mary’s College.

Justin Smith - Artist & Photographer

Wanna know who took all the delightful pictures for this website? You're looking at him. Justin is one of us - a customer success professional - but his amazing talent is black and white photography. Check out his portfolio!