The sale doesn’t end at close...it starts at renewal.

Matt Green joins Alyssa to talk about why teams need to own revenue or risk being replaced. They dig into what leaders are getting wrong about post-sales, how to upskill your team for the new reality, and why authentic relationships (not aggressive tactics) are the key to driving growth.

Listen in if you're ready to build a revenue team that closes deals, not just tickets.

Key Takeaways:

• Customer Success is shifting from a support function to a revenue driver. Teams that don’t adapt risk being left behind.
• Renewals are the real sale. Retention and expansion are where long-term growth happens.
• Success in post-sales now requires sales skills. CS pros need training in storytelling, negotiation, and multithreading to thrive.

Key Moments:

00:00 Introduction and Guest Welcome

00:16 Hot Take: Customer Success Teams Owning Revenue Quotas

01:49 The Shift in Customer Success Mindset

03:34 Training and Development for Revenue Roles

07:21 Evaluating and Transitioning Teams

11:40 Investment in Skills and Competency Training

14:29 The Importance of Renewals and Customer Retention

19:24 AI and the Future of Revenue Teams

20:49 Personal Motivation and Industry Leaders

21:50 Building Authentic Customer Relationships

25:25 Conclusion and Contact Information

AI isn’t a strategy, it’s a tool. And too many companies are slapping it on products no one asked for. In this episode, customer experience strategist Sam Chandler joins Alyssa to call out the echo chamber of half-baked AI rollouts and explore what customers (actually) want. They dive into the difference between artificial and augmented intelligence, how to avoid automating your way out of your own differentiator, and why empathy, not efficiency, is still your best competitive edge.

If you’ve ever rolled your eyes at another “AI-powered” pitch, this one’s for you.

Key Moments:

• AI isn’t the value...solving real problems is. Customers don’t care how you fix their issue, just that you do. Slapping “AI” on a solution without a thoughtful design or adoption strategy does more harm than good.
• Empowered humans still matter. The best AI makes people better at their jobs, not obsolete. Augmented intelligence (like giving support reps instant context) drives better outcomes than bots pretending to be human.
• You can’t automate your way out of bad CX. When companies rush to replace empathy with efficiency, they lose loyalty. Real trust is built through small, intentional moments and no AI can fake that.

Key Moments:

00:00 Introduction and Excitement for the Episode

00:49 Hot Take: The AI Product Dilemma

01:58 The Evolution and Misconceptions of AI

04:37 Consumer Trust and AI Adoption Challenges

06:22 Empowering Employees and Enhancing Customer Experience

16:21 The Role of AI in Augmenting Human Intelligence

25:06 Building Brand Loyalty Through Exceptional Customer Service

30:16 Conclusion and Final Thoughts

//

Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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Everyone says they care about customer experience but most companies stop at the annual survey.

In this episode, Emma Sopadjieva joins Alyssa Nolte to break down what it really takes to turn customer experience into a revenue-driving strategy. They talk about why CX is a team sport, how to move past vanity metrics, and what happens when sales, legal, finance, and product finally get on the same page. Emma shares how she builds CX strategy teams from the ground up, what most companies get wrong about incentives, and why "fixing the ow" isn’t enough...you also need to bring the wow.

If you’ve ever been tasked with improving customer experience but weren’t given the power (or budget) to do anything meaningful, this one’s for you.

About Emma Sopadjieva:

Emma Sopadjieva leads Customer Experience Strategy at Samsara, the trusted leader in connected operations, where she equips teams with the insights and tools to deliver standout “wow!” moments for customers. With over 20 years of experience in CX strategy and business consulting, Emma has built a career helping some of the world’s largest organizations turn customer feedback into action.

She is a main stage speaker at leading CX conferences, a frequent guest on top-charted podcasts, and her work has been featured in Harvard Business Review, The Washington Post, and Forbes. Prior to Samsara, she led Customer Experience Insights and Operations at ServiceNow, and held leadership roles at Eventbrite and Medallia guiding Fortune 500 companies to elevate their customer experience. Emma began her career in consulting and forensic accounting at Deloitte, working across New York, Madrid, and London.

Key Takeaways:

• Customer experience is everyone’s job – From sales to legal to finance, every team impacts how customers feel.
• Insights without action are just noise – Real CX strategy ties feedback to business metrics and drives measurable change.
• Quick wins build trust, but long-term strategy wins loyalty – Balancing short-term momentum with lasting impact is essential.

Key Moments:

00:00 Introduction and Welcome
00:22 Emma's Hot Take on Customer Experience
00:45 The Role of Sales in Customer Experience
01:26 Company-Wide Impact on Customer Experience
04:13 Financial Metrics and Customer Experience
06:40 Challenges in Customer Experience Strategy
08:18 Building a Customer Experience Strategy Team
08:49 Long-Term vs. Short-Term Customer Experience Goals
12:12 Listening Programs and Customer Journey Mapping
15:34 Actionable Insights and KPIs
23:25 Current Projects and Future Goals
26:49 Empowering Employees for Customer Experience
29:10 Final Thoughts and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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Customer Success isn’t what it used to be and that’s a good thing.

In this episode of The Growth Signal, host Alyssa Nolte sits down with Chad Horenfeldt to unpack how the best CSMs are evolving their approach. From ditching the “firefighter” mentality to mastering internal politics and asking tougher questions, Chad reveals the mindset shifts and practical habits that separate strategic CS leaders from the rest.

If you’re still leading with adoption metrics and hoping for renewals, you’re already behind. Chad shares how top-performing teams build trust, deliver real business value, and create space for meaningful customer conversations...without relying on decks or feature dumps.

Whether you lead a CS org or you’re rethinking your own role, this episode will make you better.

About Chad Horenfeldt:

Chad is an award-winning customer success leader with 20+ years of experience in the CS field. Chad started his journey as a CSM on the front lines and then moved into building, developing, and leading high-performing customer success teams at high-growth companies. His track record includes playing an integral part as a CS leader in two successful exits: Eloqua (IPO and then acquired by Oracle for $1 billion) and Kustomer (acquired by Meta). Chad is currently the VP of Customer Success at Siena AI and is the author of the soon to be released book, The Strategic Customer Success Manager: A Blueprint for Elevating Your Impact and Advancing Your Career.

Key Takeaways:

• Trust + Value = Impact – Strategic CSMs don’t just drive product adoption - they build trusted relationships and tie their work to real business outcomes.
• Your Internal Influence Matters – Top CSMs know how to navigate internal politics, collaborate cross-functionally, and advocate for customer needs without burning bridges.
• Stop Reporting, Start Advising – Customers don’t need another usage recap. They need strategic guidance delivered through thoughtful questions, honest conversations, and forward-looking planning.

Key Moments:

00:00 Introduction and Welcome
00:35 Hot Take: The Changing Role of CSM
01:19 Strategic vs. Helper CSM
05:14 Skills for Modern CSMs
06:32 Building Internal Relationships
08:23 Leveraging Technology and AI
17:30 Strategic Checkpoints vs. QBRs
20:40 Balancing Short-term and Long-term Goals
22:29 Asking the Right Questions
25:43 The Trust-Value Relationship
29:56 Closing Remarks and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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When your customer doesn’t get their retirement check on time, “oops” doesn’t cut it. In this episode, Gary Marra, a financial services veteran and host of Your Customer, Your Success, joins Alyssa Nolte to unpack what it really takes to build trust in high-stakes, high-compliance industries.

They explore why “no surprises” is more than a nice-to-have...it’s a core operating principle that separates trusted advisors from transactional vendors. From the myth of the perfect KPI to the power of early transparency, this conversation goes deep on how to create experiences your customers (and employees) can actually count on.

If you're leading revenue, customer success, or CX strategy, this episode will challenge the way you measure success and show you how to build the kind of trust that pays off long-term.

About Gary Marra:

Gary Marra is a Client Experience Manager and Customer Success Consultant with over 25 years of experience in investment servicing, client relationship management, and process optimization. He specializes in helping organizations build trust, enhance satisfaction, and deliver sustainable growth by placing customers at the center of their strategy.

As the host of the Your Customer, Your Success podcast, Gary cuts through the fluff to deliver practical insights on CX, customer success, and employee experience. His no-nonsense approach blends decades of real-world experience with a deep understanding of cross-functional collaboration, change management, and Voice of Customer strategy.

From Fortune 500s to fast-scaling startups, Gary partners with companies to solve complex service challenges, align internal teams, and build the kind of trust that drives long-term retention and brand loyalty.

Key Moments:

00:00 Introduction and Guest Welcome
00:09 Gary's Origin Story
00:52 Understanding Pension and Asset Management
01:17 The Importance of Client Relationships
02:14 Challenges in Asset Servicing
08:13 Government and Customer Experience
10:50 Gary's Podcast Journey
14:39 The ROI of Customer Experience
15:34 Authenticity in Customer Interactions
17:24 The Importance of Legal and Compliance
20:12 No Surprises Policy
27:03 Managing Metrics and KPIs
29:17 Recognizing Industry Leaders
31:19 Where to Find More Content

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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Brad Davis joins Alyssa Nolte to call out the gap between customer-first talk and customer-first action. From wearing a panda head at conferences to redefining what success looks like in early-stage startups, Brad shares how bold moves (and humility) can reshape customer relationships. He unpacks how tiered offerings, human KPIs, and free leadership habits drive real growth. This episode is a must-listen for anyone tired of lip service and ready to build companies that actually serve.

About Brad:
Brad Davis is a customer success executive and founder of Success Panda, a one-stop platform for CS professionals. He’s on a mission to mentor, coach, and upskill the next generation of customer success leaders... helping them thrive in a world where experience, not just efficiency, drives growth. With a background in startups and enterprise CS strategy, Brad blends heart, hustle, and humor to challenge the status quo.

Key Takeaways:

1. Being “customer-first” means backing it up with action, not just slogans.
2. The best leaders do the free things well - like appreciation, listening, and humility.
3. The real KPI? Minutes spent with actual customers. Everything else is noise.

Key Moments:

00:00 Introduction and Guest Welcome
00:31 Brad's Unique Branding and Origin Story
01:16 Journey into Customer Success
03:59 Startup Challenges and Successes
10:25 Customer Experience and Company Culture
12:22 The Role of AI and Future Trends
22:20 Success Panda and Leadership Insights
33:35 Conclusion and Contact Information

Send us a text

Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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What if the real threat to your job isn’t AI...it’s apathy?

In this episode of The Growth Signal, Alyssa Nolte sits down with Maria Trysla - two-time SaaS CEO and brand strategy powerhouse - to unpack what it actually takes to grow in the age of automation. From launching mobile data at Sprint to advising today’s fastest-growing startups, Maria shares why curiosity, courage, and critical thinking still matter more than ever.

They explore the difference between slapping "AI" on a slide and building something that lasts, how to define your ideal customer profile without falling into aspirational delusion, and why building brave, smart teams starts with creating space for dissent and backing it up with real thought.

If you're tired of buzzwords and hungry for truth, this one's for you.

About Maria Trysla:

Maria Trysla is a two-time SaaS CEO and growth strategist with over 25 years of experience leading high-impact digital transformations. She specializes in designing and implementing data-driven, AI-enabled strategies that accelerate revenue, scale operations, and drive successful exits. From launching mobile data at Sprint to advising fast-growing tech companies today, Maria helps turn bold visions into measurable outcomes.

Key Takeaways:

1. AI is a tool not a replacement. The real differentiator in the age of automation is intellectual curiosity. Leaders who lean in, ask better questions, and use AI to augment their thinking will outpace those who simply follow the hype.
2. Aspirational ICPs are a trap. Growth starts with ruthless clarity on who you serve best. If your ideal customer profile is “anyone with a budget,” you don’t have one. The magic happens when you get specific, and honest, about your value.
3. Strong teams are built on safety and standards. Psychological safety isn’t about saying whatever you want - it’s about doing the work, thinking critically, and being willing to defend your ideas. That’s how great leaders are made.

Key Moments:

00:00 Introduction and Welcome
00:17 Midwestern Bonding
01:11 Maria's Origin Story
04:11 Career Highlights and Lessons
11:06 The Role of AI in Business
18:02 Driving Business Growth
23:18 Jimmy Buffett's Legacy
27:59 Conclusion and Contact Information

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Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

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What does success look like—for your customer?

In this episode, Alyssa Nolte sits down with Laura Patterson, co-founder of VisionEdge Marketing and a pioneer in customer-centric growth strategy. Together, they unpack the one question too many companies overlook—and why answering it could be the difference between transactional sales and long-term loyalty.

Laura shares what decades of working with complex B2B organizations have taught her about value, trust, and why most customer experience strategies fail to deliver. If you're tired of vague talk about “putting customers first” and ready for a concrete framework that drives real results, this conversation is for you.

Key Takeaways:

Customer centricity starts with one question: If you don’t know what success looks like for your customer, you can’t deliver real value—no matter how strong your product is.

Touchpoints are moments of truth: Every interaction—down to a billing email or chatbot response—is a chance to deepen trust or damage it.

Don’t assume, ask: The most effective companies don’t just segment customers—they give them agency, ask how they want to work, and build around that.

Key Moments:

00:00 Introduction and Welcome
00:15 Building a Community
01:03 Laura's Origin Story
03:13 Customer-Centric Strategies
04:34 The Importance of Empathy in Business
06:55 Challenges and Shifts in Customer-Centricity
12:16 Creating Stellar Customer Experiences
17:50 The Role of AI in Customer Interaction
23:46 Valuing Customer Feedback
26:06 Influential Leaders in Customer-Centricity
28:23 Conclusion and Contact Information

Send us a text

Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.

Connect with Alyssa on LinkedIn

Connect with Amber on LinkedIn

Apply to be a Guest at TheGrowthSignal.com