The Growth Signal

AI can handle the busy work, but it can’t replace your brain.In this episode, Shelby Garlock joins Alyssa to talk about what customer success teams actually need: more curiosity, better boundaries, and the courage to stop playing order taker. They break down how to earn trust, show up as a strategic partner, and build real relationships even in high-volume, remote environments.Key Takeaways:AI is a tool, not a substitute – Use it to eliminate busy work, not to replace critical thinking.Stop taking orders – Asking good questions earns more trust than fast responses.Relationships require intention – In virtual settings, human connection doesn’t happen by accident.Key Moments:00:00 Introduction and Welcome00:15 Hot Take: Lack of Critical Thinking01:58 AI and Critical Thinking in the Workplace06:23 Order Takers vs. Consultants14:28 Building Trust and Team Dynamics21:22 Shelby's Origin Story25:09 Recommendations and Conclusion

This roundtable originally aired live on Thursday, June 12th. Let’s be honest—most customer health scores are useless. They’re lagging, biased, and based on signals that don’t actually predict renewals.In this roundtable, we ask the question out loud: should we kill the health score altogether?Guests LeeRon Yahalomi, Alyssa Opella, and Brian Hansen don’t hold back. They challenge the industry’s obsession with login data, expose how internal politics distort scoring models, and offer a smarter alternative—measuring outcomes, not check-ins.🔥 You’ll hear:Why “logins” are the weakest signal in your stackThe one question every CSM should be askingHow to arm your champion to win the budget fightIf your health score can’t predict revenue, it’s not a score—it’s a security blanket.

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 Episode00:49 Hot Take: The AI Product Dilemma01:58 The Evolution and Misconceptions of AI04:37 Consumer Trust and AI Adoption Challenges06:22 Empowering Employees and Enhancing Customer Experience16:21 The Role of AI in Augmenting Human Intelligence25:06 Building Brand Loyalty Through Exceptional Customer Service30:16 Conclusion and Final Thoughts//Welcome to The Growth Signal, where we’re throwing out the old playbooks, and reimagining the future of customer relationships.Connect with Alyssa on LinkedInConnect with Amber on LinkedInApply to be a Guest at TheGrowthSignal.com

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