Growth Molecules, Customer Success Reviews & Product Details

Growth Molecules, Customer Success Overview

What is Growth Molecules, Customer Success?

We are growth-centric professionals with over 50 years of combined B2B SaaS and global customer success experience. To create exponential growth, you need strategic programs, scalable systems, and enabled teams that lead customers to a path of proven value. Our team uses a 4-D process to create onboarding, customer success, and renewal playbooks. We also offer education programs to better enable your customer success team.

Growth Molecules, Customer Success Details
Languages Supported
English, Italian
Product Description

At Growth Molecules, we thrive in helping companies revolutionize their customer experience by up-leveling their customer success programs, teams, and capabilities. Focused on company goals, reducing churn, and enabling teams to deliver impact for their customers. We help companies build post-sale processes, assess and implement systems to scale customer success, and educate customer success professionals.


Seller Details
Seller
Growth Molecules
Year Founded
2020
HQ Location
San Francisco, Bay Area, CA
LinkedIn® Page
www.linkedin.com
4 employees on LinkedIn®
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Growth Molecules, Customer Success Reviews

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Chief Financial Officer
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

Emilia led the project and started with customer and employee survey. She was able to identify our customer pain points and help architect our CS org. She also did a full analysis of what the customer team was doing well and where improvement was needed. Once the executives received the feedback, she not only built our NPS strategy, she built a customer success playbook, helped us hire two key leadership positions in the company, and acted as interim VP of Customer Success for three months. Review collected by and hosted on G2.com.

What do you like best?

The team is professional, organized, and focused on ensuring the client is recognizing value from the communication and the output. The attention to details and structure is extremely helpful in getting buy in from the leadership team to enable change and more importantly build the infrastructure for scale and growth. Review collected by and hosted on G2.com.

What do you dislike?

We probably should have kept Emilia on awhile longer to more fully execute the playbook. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

We needed an outside look into our organization and give us a true assessment of what our organization was doing well and where we were missing opportunities. The fresh look helped the executive team and board align on where we best spend our resources and what we needed to change. The experience brought our executive team closer as well.

The playbook the team created allowed us to execute better customer management, better implementation, and increase our NPS scores.

We were able to build a high performing Customer Success team from scratch within 6 months. Review collected by and hosted on G2.com.

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Board Member & President
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

Emilia is consulting our CS Team of 17 people. She's currently delivering a training and enablement series with content ranging from things like effective time management down to more nuanced aspects of the customer success role. Emilia's content is beneficial to every level of experience - those earlier in their career and those on the team with over 15 years of experience. Review collected by and hosted on G2.com.

What do you like best?

Emilia does a fantastic job of driving engagement and learning during her sessions. I've appreciated her ability to land and codify concepts with the team through unique exercises and break out sessions. I also appreciate her candid approach - you'll often find her inviting participants to share their perspective (and attention) and reminding folks that videos should be on.

Given COVID and the sheer amount of hours we log on zoom, I've been impressed by her ability to create change and instill better habits across our team. Review collected by and hosted on G2.com.

What do you dislike?

Nothing to add here, although I would love to have our learning series in person in an ideal world. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

75% of our CS team was hired in the last 5-6 months. With mostly new people and no specialized enablement function, Emilia's support has been extremely helpful as we setup our team and ensure they are ramping with the knowledge they will need to be successful with their clients.

Our training series was geared around: time management, difficult conversations, zoom etiquette, renewal best practices, defining success criteria, and expansion playbook.

We're still early in the series but I've heard positive feedback from the team regarding our first session and look forward to the rest. Review collected by and hosted on G2.com.

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Sr. Customer Success Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

Emilia lead an implementation, collaborating with us as a vendor partner. Her insights and experience kept both teams focused on the end results, streamlining processes, drilling in to what mattered most, and we were all able to draw from her expertise.

In addition, Emilia served as an industry thought leader for numerous events. She is one of those rare individuals who truly understands what needs to be done with the passion and commitment to get you there.

For our initiative we were implementing a project that required a lot of internal organizational reflection to determine how to get the results required by senior management, but maintaining or actually improving overall efficiencies. Review collected by and hosted on G2.com.

What do you like best?

Growth Molecules, Customer Success and Emilia are driven and organized, professional and focused. They have a unique ability to distill broad initiatives into achievable milestones. They are a pleasure to work with! Review collected by and hosted on G2.com.

What do you dislike?

Nothing to add here. Enjoyed partnering with Emilia in our joint collaboration. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

If you are debating if you should or shouldn’t work with Growth Molecules, you could probably really benefit from the expertise you will gain. Here there isn’t really a ‘chance’ you would be taking. Instead, you will be investing valuable resources into your own organization. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

As a vendor partner it is critical to the success of a project to have an internal customer champion. Emilia was that champion for our customer organization by helping is keep the end goals in sight, but also extremely collaborative, understanding that challenges need to be approached productively. Having Growth Molecules consult on this project aided our initiative in achieving the greatest results. Review collected by and hosted on G2.com.

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Global VP of Client Success & Support
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

Growth Molecules' Emilia D'Anzica enabled my global Customer Success organization of over 40 people at our annual kickoff event. There were also weekly follow-on activities with Emilia that spanned several months. Review collected by and hosted on G2.com.

What do you like best?

Growth Molecules' authentic approach to coaching is refreshing. Emila's demeanor is friendly and approachable, such that we all felt comfortable asking questions. It is also apparent that she has a true passion for the practice of Customer Success, which is both inspiring and motivating for leadership and individual contributors alike. Review collected by and hosted on G2.com.

What do you dislike?

The only downside is that in a post-COVID world, we are unable to meet in person any time soon! Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

If you're looking for a collaborative and approachable partner, who has a wealth of domain expertise in Customer Success for SaaS businesses, look no further.

Unlike some other Customer Success thought leaders with whom I've engaged, Growth Molecules Founder/CEO Emilia D'Anzica is the real deal. Her years of running Success teams, and building companies to achieve multi-million dollars in recurring revenue, make her an invaluable partner.

For start-ups looking to launch their first Customer Success team, or for mature Customer Success orgs in need of a boost, you must consider Growth Molecules. You'll be glad you did. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

Growth Molecules empowered my team with the techniques and skills that were immediately applied to our client interactions. The time was well spent on activities like role playing, call coaching and how to build on "impact moments" with our clients. As a result of our engagement with Emilia, we saw improved client expansion and retention performance. I look forward to working with her again. Review collected by and hosted on G2.com.

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Director, Customer Success & Account Management
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

My company hired Emilia as an external consultant during a difficult period for our Customer Success team. We had a solid team in place, but we didn't know how to best structure our organization against a very diverse customer base of 10K+ customers (varying ACV, industry, use case, etc). Emilia came in and was immediately able to assess the current state of our org, deliver quick value by refining meeting practices & business acumen, and was also able to deliver a long-term plan for changes that would need to be made over time. This plan included additional key hires (she was able to secure budget), rebuilding the structure of the teams within Customer Success and defining and polishing our strategy for the next year. Emilia was also able to help our team re-establish itself within the company by improving our relationships with other departments. I am a more effective leader today because of her guidance and look forward to when we have the opportunity to work together again! Review collected by and hosted on G2.com.

What do you like best?

Her can-do attitude and her willingness to get her hands dirty and jump in the trenches with the team. You don't often see that from a consultant or someone at her level with her experience. Review collected by and hosted on G2.com.

What do you dislike?

I don't have anything to note here. Very satisfied! Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

What we solved for:

-large customer base with different needs, value, industries, use cases, etc

-outdated CS strategy

-focusing on too many things - needed to narrow scope

Benefits:

-more effective customer onboarding process

-more effective meetings with customers (agendas, outcomes)

-rebuilt structure of team from the ground up

-focusing on the right initiatives to drive customer adoption, retention and growth Review collected by and hosted on G2.com.

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Assistant Professor, Marketing
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

Emilia conducted guest sessions in my analytics course. She shared her expertise on customer success which would go long way with graduate students pursuing MBA at various levels in their professional careers. Review collected by and hosted on G2.com.

What do you like best?

Emilia being a customer success thought leader who inspires students through her passion for the profession. She brings with herself a deep expertise in managing and enhancing customer experience. She is passionate about scaling customer programs with data and develops frameworks for measuring customer success. Review collected by and hosted on G2.com.

What do you dislike?

Emilia come with a great background of Customer success. Growth Molecules is thriving under her leadership, there is nothing specific that I dislike about the organization. Review collected by and hosted on G2.com.

Recommendations to others considering the provider:

I highly recommend Emilia for get expertise in the certification Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

It’s difficult to quality the return about of investments made in the field of customer success. In working with customer success champion like Emilia you understand metrics and frameworks to measure success. These frameworks gives you understanding of value and benefits of investment in customer success to drive business outcomes. Review collected by and hosted on G2.com.

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MC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
Describe the project or task the provider helped with:

Invaluable, highly consultative resource -- from providing thoughtful frameworks from which to build your foundation to offering effective methodologies in support of effective execution. Palpable passion for delivering on customer experience and outcomes as primary lever for delivering on customer and organizational success. Supportive, direct, and committed to providing whatever it takes to arm you with whatever your unique circumstances might dictate. Review collected by and hosted on G2.com.

What do you like best?

Genuine curiosity, deep understanding of my/organizational needs and challenges, patience, boundless energy, and creative solutions Review collected by and hosted on G2.com.

What do you dislike?

Not applicable as there is nothing that I dislike. Review collected by and hosted on G2.com.

What problems are you solving with the provider? What benefits have you realized?

I feel well equipped to hire the right people, institute the right processes and metrics, and leverage the right technologies in support of current needs. Review collected by and hosted on G2.com.

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