Lauren Gold is the Chief Customer Officer at Kustomer, an AI-powered CX platform. Lauren began her tech career at Yahoo before joining the early team at Yext, where she rose from individual contributor to SVP of Enterprise Customer Success. 

Lauren’s direct reports and colleagues describe her as a leader who supports without micromanaging, fosters autonomy, and creates an environment where everyone feels comfortable sharing, learning, and growing. She’s recognized for her attention to detail, data-driven approach, and willingness to jump in and help, while always encouraging her team to take ownership and develop their own skills.

In this episode, show creator and Fort Light founder Annie Riley sits down with Lauren to discuss:

• How to start well in new roles and build trust quickly
• The art of supporting teams without micromanaging
• Transitioning from first-line leader to managing managers
• Spotting and developing leadership talent within your team
• The importance of over-communication and transparency in leadership
• Why building relationships and understanding individual motivations matter

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