Building Growth That Lasts: Alignment, Fractional Leadership, and Customer Success Execution with Chelsey Reynolds
Chelsey Reynolds joins Your Customer, Your Success for a practical conversation about what it really takes to build growth that lasts.
Drawing on her experience leading sales, marketing, and customer success teams through rapid scale, Chelsey breaks down why growth stalls when teams operate in silos, how fear-based leadership quietly undermines execution, and where sales handoffs most often go wrong. We talk candidly about fractional leadership, setting expectations that survive the sale, capturing why customers actually buy, and why alignment matters more than any single metric or tool.
This episode is for founders and leaders who want clarity instead of chaos and results that don’t come at the expense of their teams or their customers.
Episode Timestamps
01:11 — Intro and welcome to the show
03:07 — What it’s really like leaving a W2 role to go fractional
04:45 — Why sales, marketing, and customer success struggle to work together
05:54 — Growth targets, alignment, and what leaders overlook
07:17 — How Sales (unintentionally) can make Customer Success harder
08:50 — When customer success should be pulled into the sales process
12:38 — Setting expectations that survive the handoff
16:49 — Why teams struggle with basic handoff discipline
18:13 — Capturing why customers buy and why it gets lost post-sale
19:53 — CRM realities and why tools don’t solve misalignment
21:28 — The real danger of organizational silos
23:58 — Fear-based leadership and internal competition
29:15 — How leaders unintentionally spread fear during change
31:58 — Recognizing fear-based leadership in yourself and change management
33:15 — Burnout as the wake-up call
35:01 —Where do you look first when growth feels harder than it should?
38:17 — Does It Hold Water?
41:36 — Chip Shots
Book Recommendation:
The Perfectionist’s Guide to Losing Control by Katherine Morgan Schafler
Connect with Chelsey
LinkedIn: https://www.linkedin.com/in/chelsey-reynolds-growth-expert/
Instagram: https://www.instagram.com/heychelseyhere/
TikTok: https://www.tiktok.com/@heychelseyhere
Threads: https://www.threads.com/@heychelseyhere
Substack: https://chelseyreynolds.substack.com/
Website: https://growthdepartment.com
🔗 Connect with Gary Marra:
· LinkedIn: https://www.linkedin.com/in/gary-marra/
· Marra CX Hub: https://marracxhub.com/
· YouTube: YCYS YouTube Page
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