Courtney Balban

Courtney Balban, VP of Customer Success at Leadr, previously a therapist, shares her unique path to CS leadership. She emphasizes curiosity as a key to engaging customer conversations and building high-performing teams without rigid playbooks. Courtney discusses the importance of distinguishing between urgent tasks and impactful work, reframing discomfort as a learning opportunity, and coaching teams to dig deeper into customer needs. She also explores the balance of psychological safety and accountability in team dynamics, enhancing confidence and reducing turnover.