GTM Innovators: Empathy at Scale – Mike Lemire on Customer Success in a Digital World

In this episode of GTM Innovators, Kyle James sits down with Mike Lemire of Harmonic Leadership—musician turned customer success executive—for a wide-ranging conversation on the evolving role of CS in go-to-market strategy. From his early days at Blue Note Records and Yahoo to leadership roles at HubSpot, Toast, and Overjet, Mike shares his unique journey and what it taught him about empathy, value delivery, and scalable success. Tune in as we explore how AI, automation, and persona-driven engagement are shaping modern CS teams—and why human connection still reigns supreme in a digital-first world. Subscript to GMT Innovators Series on the following platforms: SoundCloud: https://soundcloud.com/research-859405782 YouTube: https://www.youtube.com/playlist?list=PLsoV6fwX4cpGR2Hg98rc1e1k2-cOqCbhb Spotify: https://open.spotify.com/show/1gvDzcl0jxpPIfu9WYu6U4 iHeartReadio: https://iheart.com/podcast/258127960/ Pandora: https://www.pandora.com/podcast/gtm-innovators/PC:1001097038 iTunes: https://podcasts.apple.com/us/podcast/gtm-innovators/id1790738579 Amazon: https://music.amazon.com/podcasts/1b000615-31cc-49dd-a5d8-f80d5098bf2d/gtm-innovators Transcript: Kyle James 00:00 Kyle, welcome to another episode of GTM […]