Redefining Post-Sales: Alex Raymond discusses his new book, “The Growth Department”

Episode notes

In this bonus episode of the Customer Success Pivot Your Career podcast, we welcome Alex Raymond , founder of Amplify and founder & former CEO of Kapta, to discuss his book, “The Growth Department”. We discuss how post-sales teams need to change the narrative from “glorified support” to a core growth engine. Alex explains why CS is often underrecognized despite being responsible for the majority of revenue, how declining sales efficiency increases the need for retention and expansion, and why net revenue retention (NRR) is a company-wide leadership metric. Alex challenges the myth of “recurring revenue,” emphasizing “re-earning” renewals through measurable results made visible, even when outcomes are bad. He also shares the Amplify Method for expansion and portfolio thinking.