In this episode of The Post Sales Podcast, I dive into one of the most overlooked skills in Customer Success: stakeholder management.

We explore why successful CS leaders don’t just manage accounts — they map influence, understand decision dynamics, and align stakeholders beyond feature requests.

We discuss:

• Why stakeholder mapping is critical for retention and expansion

• How to move conversations from features to business outcomes

• Identifying champions vs. decision-makers vs. blockers

• Building influence across complex customer organizations

• Practical ways to strengthen relationships beyond your main contact

If you're working with multi-threaded accounts, this episode is your playbook for driving impact through stakeholder alignment.

Wout is the Remote Customer Success Leader at Mural, where he leads the customer success organization across EMEA and APEC. With seven years at Mural, Wout has deep expertise managing stakeholder relationships in horizontal products used across multiple teams and departments. He's a thought leader on translating user adoption into enterprise value and building influence-based account strategies.

Resources Mentioned

• Stakeholder Mapping Template: Wout shares a practical template that can be implemented in 15 minutes (available through Mural or your CRM)Link here: https://www.mural.co/blog/stakeholder-mapping-to-close-deals

• Gong: Used for call recording and engagement tracking to identify when key stakeholders haven't been contacted

• Mural: Visual collaboration tool for creating shareable, living stakeholder maps and account plans

🎧 Listen to the full episode to learn how to influence the right people — not just deliver the right features.