Customer Success Advisory for B2B and B2B2C SaaS Companies Who've Worked With Cisco, Google, and LinkedIn
Growth Molecules is a management consulting firm specializing in customer success for B2B and B2B2C SaaS companies. They've trained nearly 3,000 students in their CSA-accredited Academy, and have served tens of posts as fractional leaders. They are recognized for delivering high-impact assessments, playbooks, and customer journey maps. They've helped companies including Cisco, Google, and LinkedIn.
Sabina Pons
Sabina Pons is General Manager at Growth Molecules. Sabina has served as Chief Customer Officer, Global VP of Customer Success and Support for companies that she’s helped to scale from $14M to $100M and beyond; Sabina has held positions at BuildingLink, MavenLink, and OceanX.
Emilia D'Anzica
Emilia D’Anzica, MBA, PMP, is the founder of Growth Molecules. She was previously Chief Customer Officer at Copper and Vice President of Customer Engagement at WalkMe, leading customer success, support, training, renewals, community, and account growth. Emilia is a serial board advisor and executive coach.
Areas of Expertise
1.
Customer Journey Mapping and Segmentation
Growth Molecules can provide companies with customer journey mapping workshops. They can conduct interviews of customers and employees, review current practices, and make recommendations for a CS internal roadmap and customer segmentation.
2.
Customer Success Education Services
Growth Molecules can provide companies with CSM trainings, support team trainings, and 1:1 leadership coaching in order to advance the skills of CSMs at all levels, expand CS impact and mindset throughout your customer organization, and help leaders navigate day-to-day challenges.
3.
Customer Success Advisory Services
Growth Molecules can craft a services plan that meets you where you’re at on the customer success maturity curve. They can help companies reduce churn, understand customer sentiment, identify growth opportunities, build a cohesive customer journey, and create alignment across teams.
4.
Customer Success Technology Services
Growth Molecules can help companies improve their CS technology stack to personalize the customer experience and increase automation. They can advise companies on identifying tech use cases, measuring ROI, assessing and selecting tools and implementing a CSP to ensure smooth adoption, training and report building.
5.
CS Org Structure and Capacity Modeling
Growth Molecules and help companies on team structure, roles, responsibilities, and job descriptions across the sub-functions of customer success, including success, support, and customer marketing.
6.
Building CS Playbooks
Growth Molecules can companies design the right success plans for tech-touch, mid-touch, and high-touch segments.
7.
CS Data and Technology
Growth Molecules can help companies build customer and revenue data consistency and accessibility. They can advise companies on tech stack adjustments that allow for business insights and team maturity.
8.
Gainsight Implementation
Growth Molecules is a leading Gainsight technical partner and can help companies implement Gainsight. They can expedite time to value with a Gainsight Essentials or Essentials Plus implementation and advise on data & process flow discovery, data integration services, comprehensive configuration, administrator & team training, & be a customized guide with strategic CS best practices included.
9.
Gainsight Optimization
Growth Molecules is a leading Gainsight technical partner and can help companies optimize their Gainsight instance. They can advise on discovery & alignment of business goals and objectives, provide a deep dive audit of your Gainsight instance and connected data sources, as well as business processes, and provide custom recommendations, project plans, & options for hands-on-keyboard fine tuning.
10.
Diagnostic assessment and recommendation
If you seek to elevate decision-making from a haphazard endeavor to a strategic one, this 4-6 week intensive engagement key unlocks gaps and opportunities along with a roadmap that not only acknowledges the current landscape but also charts a course toward a future defined by data, tech to scale and critical org design. The proprietary Growth Molecules™ 46-data points assessment is not just a tool; it's a transformative force that will challenge current growth paths, confirm some assumptions and offer a strategic path forward.