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Trusted Advisors Drive Revenue Too: The Human Side of CS with Sabina Pons
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In this episode of The Growth Signal, host Alyssa Nolte welcomes Sabina Pons, CEO & Chief Customer Officer at Growth Molecules, for a real, human conversation on the evolution of customer success—and why being a trusted advisor doesn’t mean avoiding revenue.
Sabina shares her unconventional journey from PR to SaaS leadership, the gut-punch of getting laid off during the 2008 recession, and how that moment sparked a career grounded in empathy, adaptability, and operational rigor. From scaling CS orgs to building a million-dollar consultancy, Sabina brings the receipts.
You’ll hear:
- Why “Customer Success is Dead” misses the point
- How trusted advisors can own renewals without losing trust
- The difference between value as a feeling vs. ROI as a calculation
- How to make CS teams easy to work with (and why that’s underrated)
- A wild, full-circle moment that proves the power of long-tail relationships
If you’ve ever wrestled with the tension between advocacy and accountability, or wondered how to make CS more strategic without becoming salesy—this one’s for you.
👥 Connect with Sabina:
👉 Sabina Pons on LinkedIn
💡 Quote of the Episode:
"Even if you don’t own the revenue number, you’re still responsible for keeping the customer." – Sabina Pons
Key Moments:
00:00 Introduction and Welcome
00:36 Sabina Pons' Career Journey
01:48 Transition to Customer Success
06:41 Building a Career in B2B SaaS
12:10 The Role of Customer Success Managers
18:07 Human-Centric Approach in B2B
21:34 Influential Figures and Personal Insights
23:44 Connecting and Following Sabina Pons
Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the Customer Experience.
Connect with Alyssa on LinkedIn
Connect with Amber on LinkedIn
Apply to be a Guest at TheGrowthSignal.com
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