Trusted Advisors Drive Revenue Too: The Human Side of CS with Sabina Pons

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 pointHow trusted advisors can own renewals without losing trustThe difference between value as a feeling vs. ROI as a calculationHow 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 relationshipsIf 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 PonsKey Moments:00:00 Introduction and Welcome00:36 Sabina Pons' Career Journey01:48 Transition to Customer Success06:41 Building a Career in B2B SaaS12:10 The Role of Customer Success Managers18:07 Human-Centric Approach in B2B21:34 Influential Figures and Personal Insights23:44 Connecting and Following Sabina PonsSend 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