EP005: Kate Peter, CCO of Payscale. Why was customer success was one of the "most quit" jobs of 2024? Automation, AI, and the unbundling of customer success.

Kate Peter, Chief Customer Officer at PayScale, sits down with host, Jay Nathan, to explore the evolution of customer success and why the CSM role is one of the "most quit" jobs in 2024 per Payscale's data. Kate and Jay exchange insights on preventing burnout in CSM teams by unbundling roles, improving cross-functional alignment, and using automation to eliminate inefficiencies.

The pair also dive into the importance of gross revenue retention (GRR) as a foundation for customer success and its connection to product and go-to-market strategies. Kate offered a behind-the-scenes look at her early leadership at PayScale, emphasizing the need for specialization in post-sales teams and actionable strategies for 2025 planning. If you’re rethinking your customer success strategy, this episode is packed with practical takeaways.