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"You can't buy that kind of trust and respect as a salesperson." Getting your CS team to sell is the biggest quiet shift in sales right now. Steve Popp joins Mark McGraw to explain why customer success, service, and account management roles are inheriting revenue responsibility — and how to lead that change without blowing up your team. Steve breaks the transformation into four buckets — strategy, operations, talent, and enablement — and makes the case that leaders should control the controllables and start with the one thing they truly own: their people. Because CS professionals already have the touch points, the rapport, and the trust. What they're missing is the mindset. What you'll learn: • Why CS, service, and account management teams are being handed renewals, expansion, and quota • The four buckets of a CS revenue transformation: strategy, operations, talent, enablement • Why CS reps are often better positioned to expand revenue than traditional sellers • How to clear "head trash" — will first, then skill • "We moved the cheese on you": leading change people never asked for • The fears that come up in every single room, and how to defuse them • The two-way qualification reframe that takes all the pressure off • Selling as service — "problems that I have medicine for" • Why not reaching out to a client with a solvable problem is a disservice • Why this is a 2-3 year initiative and how to pace it 🎙️ Host: Mark McGraw — Building Your Sales Engine 🎤 Guest: Steve Popp — Sandler 👇 Timestamps below 👇 ✅ Like + Subscribe for more expert sales insights 🎙️ Full podcast episodes: buildingyoursalesengine.com LINKS Sandler: https://www.Sandler.com Episode page: https://www.BuildingYourSalesEngine.com/ Show links: https://linktr.ee/buildingyoursalesengine Mark McGraw on LinkedIn: https://www.linkedin.com/in/markmcgraw/ Steve Popp on LinkedIn: https://www.linkedin.com/in/stevejpopp/ Chapters 0:00 — Cold Open: "An untapped resource force" 0:54 — Welcome + Why This Topic Right Now 1:54 — From Client to Colleague: Steve's Own Transformation 2:55 — The Shift: Revenue Responsibility Moves to Client Success 3:52 — The Four Buckets: Strategy, Operations, Talent, Enablement 4:19 — Who Is "CS"? Anyone Who Touches the Customer 5:17 — Why CS Is Uniquely Qualified to Sell 6:21 — Head Trash: Will Before Skill 7:14 — How We Got Here: Revenue Pressure and the Hunter/Farmer Split 9:13 — Trust You Can't Buy: The CS Advantage 10:34 — The Built-In Sales Call 11:13 — Control the Controllables: Flying the Plane Under Maintenance 13:29 — "We Moved the Cheese on You" — And You May Lose Talent 15:08 — Who Moved My Cheese and the Cost of Staying Stagnant 16:09 — Inside the Room: What an Engineering Team Said 17:47 — Working on the Right End of the Problem 18:50 — The Reframe: They Have to Qualify to You 20:56 — Selling as Service: "Problems That I Have Medicine For" 23:05 — Final Thoughts: It Takes a Village — and 2-3 Years 24:33 — Wrap-Up: Revenue Per Employee

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