The Growth Signal

In this discussion, Chad Horenfeldt, VP of Customer Success at Siena AI and author with two decades of experience, dives into the revolutionary shifts in customer success management. He emphasizes moving beyond simply monitoring adoption metrics to building genuine relationships and delivering real value. Chad shares insights on strategic approaches, asking tougher questions for deeper client conversations, and overcoming the 'firefighter' mentality. His focus on trust and the importance of aligning customer goals with company objectives showcases how top CSMs can truly excel.

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 Welcome00:09 Gary's Origin Story00:52 Understanding Pension and Asset Management01:17 The Importance of Client Relationships02:14 Challenges in Asset Servicing08:13 Government and Customer Experience10:50 Gary's Podcast Journey14:39 The ROI of Customer Experience15:34 Authenticity in Customer Interactions17:24 The Importance of Legal and Compliance20:12 No Surprises Policy27:03 Managing Metrics and KPIs29:17 Recognizing Industry Leaders31:19 Where to Find More ContentSend us a textWelcome 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

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:Being “customer-first” means backing it up with action, not just slogans.The best leaders do the free things well - like appreciation, listening, and humility.The real KPI? Minutes spent with actual customers. Everything else is noise.Key Moments:00:00 Introduction and Guest Welcome00:31 Brad's Unique Branding and Origin Story01:16 Journey into Customer Success03:59 Startup Challenges and Successes10:25 Customer Experience and Company Culture12:22 The Role of AI and Future Trends22:20 Success Panda and Leadership Insights33:35 Conclusion and Contact InformationSend us a textWelcome 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

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: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.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.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 Welcome00:17 Midwestern Bonding01:11 Maria's Origin Story04:11 Career Highlights and Lessons11:06 The Role of AI in Business18:02 Driving Business Growth23:18 Jimmy Buffett's Legacy27:59 Conclusion and Contact InformationSend us a textWelcome 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

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 Welcome00:15 Building a Community01:03 Laura's Origin Story03:13 Customer-Centric Strategies04:34 The Importance of Empathy in Business06:55 Challenges and Shifts in Customer-Centricity12:16 Creating Stellar Customer Experiences17:50 The Role of AI in Customer Interaction23:46 Valuing Customer Feedback26:06 Influential Leaders in Customer-Centricity28:23 Conclusion and Contact InformationSend us a textWelcome 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

What if the biggest barrier to adoption isn’t the tech but the humans using it? In this episode, Shannon Gregg joins Alyssa Nolte to break down why so many software implementations fail after the deal is closed. They unpack the generational dynamics at play, the importance of building around actual user behavior, and how to rescue a rollout that’s gone off the rails. Guest Bio:Shannon Gregg is a sales productivity expert, Salesforce evangelist, and professor with a PhD focused on CRM adoption. She brings a rare blend of academic insight and hands-on experience, especially in high-stakes environments like Life Sciences M&A. Known for her no-nonsense approach to tech rollouts, Shannon helps companies go beyond implementation to real, lasting adoption—making her a go-to voice for operational leaders navigating post-sale chaos.Key Takeaways:Adoption is about humans, not just tools – True software adoption starts by meeting users where they are, not where you want them to be.Demos sell dreams...delivery needs realism – Misalignment between sales promises and post-sale capabilities often sabotages implementation success.Rescue work is preventable – Most failed implementations stem from skipping strategic change management, not bad technology.Key Moments:00:00 Introduction and Guest Welcome00:11 Connecting Through Human to Human Summit01:17 Shannon's Origin Story02:09 Challenges in Consulting02:56 Impact of Technology in Life Sciences04:41 Remote Work and Video Communication07:31 Adoption of New Tools and Technologies09:08 Generational Differences in Technology Adoption11:24 Overcoming Resistance to New Tools15:14 Importance of Post-Sale Support19:04 Shannon's Current Projects22:24 Leadership and Adoption of AI-Enabled CRM23:26 Conclusion and Contact InformationSend us a textWelcome 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

What if the thing holding your business back isn’t strategy - it’s self-awareness? In this episode, Titus Jordan joins Alyssa to explore the messy middle of personal growth, branding, and building authentic customer relationships. They dive into the danger of shiny object syndrome, the power of daily discipline, and why clarity beats complexity every time. If you’ve ever struggled to align who you are with what you sell, this one’s for you.About the Guest:+Titus Jordan is a business strategist, leadership coach, and host of a podcast dedicated to unlocking real business growth. With over 25 years of experience in sales, business development, and operations, Titus helps leaders refine strategy, deepen client relationships, and drive sustainable success. His approach blends mindset, discipline, and tactical know-how - making him a trusted voice for entrepreneurs and growth-minded teams alike.Key Takeaways:You can’t build trust externally if you’re not being honest internally—authenticity starts with you.Trying to be everything to everyone dilutes your impact—clarity beats complexity.Sustainable growth is built on small, repeated choices, not random bursts of activity.Key Moments:00:00 Introduction and Welcome00:18 Guest's Origin Story01:26 Self-Awareness in Business03:46 Building Authentic Relationships05:12 Branding and Focus09:56 Workshops and Personal Development13:54 Energy Management and Productivity19:23 Influential Thought Leaders23:07 Conclusion and Contact InformationSend us a textWelcome 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

What if your most dreaded meeting could become your most powerful? In this episode of The Growth Signal, Andrea Bumstead shares how one off-the-cuff comment turned into a viral framework that’s transforming customer success teams. We break down the "15-Minute QBR" - a radical approach that prioritizes emotional impact, renewals, and executive attention over bloated slide decks and low-value metrics.Andrea explains why traditional QBRs are broken, how to create high-impact conversations that actually get executive buy-in, and what every CS leader needs to understand about delivering value that feels valuable. Whether you’re a CSM, VP, or just sick of being monologued at - this one’s for you.About the Guest:Andrea Bumstead is a dynamic and engaging voice in customer success, known for turning real-world experience into actionable strategies. With a background leading CS teams and advising go-to-market leaders, Andrea brings high-energy insights that resonate with anyone navigating growth, renewal pressure, or stakeholder engagement. Her viral "15-Minute QBR" framework sparked a wave of conversation across LinkedIn and the broader SaaS community - challenging outdated playbooks and redefining how we deliver value in every customer conversation.Key Takeaways:Shorter is smarter – A 15-minute QBR, done right, can drive more executive engagement and renewals than a bloated hour-long session.Emotional impact > product metrics – Customers renew when they feel the value. Data alone doesn’t close the deal - stories and outcomes do.You don’t define what’s valuable – If your customer doesn’t experience it as value, it doesn’t matter how good it looks on a slide.Key Moments:00:00 Introduction and Welcome00:22 Meet Andrea: LinkedIn Fame and 15-Minute QBR01:12 The Origin of the 15-Minute QBR02:36 Implementing the 15-Minute QBR05:24 The Viral LinkedIn Post07:47 Why the 15-Minute QBR Resonates12:12 Crafting High-Impact Conversations22:37 Addressing Challenges and Solutions26:21 Leading the Charge in Customer Success28:05 Conclusion and Contact InformationSend us a textWelcome 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

What if your most well-intentioned outreach is actually turning customers off? In this episode, Brian Hansen joins Alyssa to unpack the blind spots in post-sale relationships—and why so many Customer Success teams are stuck delivering “value” that no one asked for. They explore how to stop checking boxes and start building trust, with real talk on AI, authenticity, and the metrics that actually matter. If you’ve ever been ghosted by a customer, this one’s for you.Brian Hansen is the founder of Brian Hansen Consulting, where he helps companies tighten their post-sale revenue strategies. His work focuses on improving retention and expansion with best-fit customers while creating feedback loops that make Product, Sales, and Marketing more effective.Main Topics Covered:The OME Framework – Outcomes, Measurements, and Expectations as a practical way to track valueHuman-Centered CS in an AI World – Why automation should enable relationships, not replace themMultithreading & Metrics That Matter – How to avoid last-minute churn and truly partner with customersKey Takeaways:You don’t get to define what’s valuable—your customer doesAI should make humans better, not irrelevantThe CFO may not be in your meetings, but they’re deciding your renewalResources & Links Mentioned:Brian Hansen’s Website: brianhansenconsulting.comConnect with Brian on LinkedIn: linkedin.com/in/bhansenconsultingSend us a textWelcome 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

This roundtable originally aired live on Thursday, May 8th. Customer Success. Sales. RevOps. Everyone’s in the revenue pool, but no one agrees who’s swimming where. Join us for a real conversation (no slides, no fluff) about the messy overlap of post-sale ownership. What’s working? What’s broken? And where do we go from here?Connect with Alyssa on LinkedInConnect with Amber on LinkedInApply to be a Guest at TheGrowthSignal.com