Customer Success isn’t dying—it’s evolving. In this episode of Taking Back Monday, host Alyssa Nolte sits down with Sabina Pons, CEO of Growth Molecules, to explore the shifting role of Customer Success in today’s business landscape. They discuss why Customer Success professionals need to embrace their role as revenue drivers, the power of storytelling in leadership, and how building strong relationships can lead to long-term customer retention—even when customers leave.
Plus, Alyssa and Sabina dive into the importance of making work easy—for your customers, your team, and yourself.
Whether you’re a Customer Success leader navigating change, a SaaS executive focused on retention, or an entrepreneur looking for inspiration to take back your Mondays, this conversation is packed with actionable insights from one of the industry’s most experienced voices.
Key Takeaways:
➝ Customer Success isn’t dead—it’s evolving. The best CS teams are shifting from advocacy alone to driving measurable revenue impact.
➝ We’re all in sales. Whether or not a CSM owns renewals, every interaction influences retention and expansion.
➝ The best CS leaders make work easy. Reducing friction—for customers, teams, and partners—is key to long-term success.
Key Moments:
00:00 Introduction and Welcome
00:11 Discussing Work Relationships
00:29 Sabina's Career Journey
02:25 Navigating Career Challenges
07:28 Transition to Consulting
12:03 Customer Success Insights
21:18 Leadership and Personal Growth
23:39 Conclusion and Farewell
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Connect with Alyssa
LinkedIn: https://www.linkedin.com/in/alyssanolte/
Subscribe to the Taking Back Monday Newsletter: https://www.linkedin.com/newsletters/7158635254474272768/
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