In this episode, SBI Managing Director of Talent Development Ray Makela sits down with Emilia D'Anzica, Founder & Managing Partner of Growth Molecules and Customer Success Expert, to explore how SBI transformed customer success training through acquiring Growth Molecules' proven curriculum.

Emilia shares how customer success professionals often lack the sales skills needed to drive expansion revenue, the critical importance of seamless sales-to-CS handoffs, and why creating safe practice environments builds team confidence.

Together, they discuss how SBI is taking Growth Molecules' customer success training to the next level, the metrics that matter most for CS teams, and why emotional intelligence and relationship building remain irreplaceable even in an AI-driven world.