In this episode, I sit down with Andrea Pasero, a 10-year digital CS veteran, to clear up one of the most misunderstood areas in customer success: the difference between digital and scaled CS, and why getting it right matters more than ever right now.

We explore why digital CS is no longer optional, how AI is leveling the playing field for customers of all sizes, and what it actually takes to build a program that scales without losing the human touch.

We discuss:

• Why digital CS and scaled CS are not the same thing, and why that distinction changes how you build your team

• Where most companies are still behind and where the biggest untapped opportunity sits

• The 5-level maturity model Andrea uses to help teams understand where they are and what to do next

• Four trends reshaping post-sales: agentic AI, right-touch delivery, the execution gap, and self-serve community

• How AI is making white-glove CS accessible to smaller customers, not just enterprise accounts

• What great customer success actually looks like in the years ahead and the biggest risk leaders need to watch for

If you are leading a CS team, building out a digital program, or trying to make the case for investment in this space, this episode provides the language, framework, and perspective to move forward with confidence.

Resources

• Digital CS Maturity Model eBook — The full framework Andrea references throughout the episode

• The Real Power of Digital CS — A deeper look at how digital CSMs are reshaping customer success

• Right Touch Explained by ChurnZero — What right-touch CS looks like in practice and why it matters in 2026

• Connect with Andrea Pasero on LinkedIn

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.

Think Big. Start Small. Implement AI Tomorrow.

In this episode of The Post Sales Podcast, I sit down with Emilie Dubau, CS leader and engineer, to cut through the AI hype and focus on what actually works.

We break down three practical AI use cases you can implement tomorrow:

• Building a “squad” of AI assistants to act as sparring partners
• Using AI for scalable enablement (slides, quizzes, podcasts from documentation)
• Leveraging AI inside tools you already use (HubSpot, Gong, Confluence)

We also discuss:

• The 80/20 AI mindset (good enough > perfect)
• Why data hygiene matters more than ever
• How to create space for innovation inside your team

Resources & Links

Practical AI tools mentioned in this episode

• Gemini — https://gemini.google.com/app
• NotebookLM — https://notebooklm.google/
• Gong AI Agents — https://www.gong.io/platform/ai-agents-for-revenue-teams
• HubSpot Breeze AI — https://www.hubspot.com/products/artificial-intelligence/breeze-ai-assistant
• Atlassian Rovo — https://www.atlassian.com/software/rovo
• Google Workspace Studio — https://studio.workspace.google.com/
• Zapier AI Agents — https://zapier.com/agents
• Zapier Gmail Auto-Replier Template — https://zapier.com/templates/details/gmail-auto-replier
• Prompt Cowboy — https://www.promptcowboy.ai/
• Pretty Prompt — https://www.pretty-prompt.com/

Additional resource

• AI in Post-Sales 2026 Report
  https://customersuccesssnack.com/ai-in-post-sales-2026-2/

Connect with Emilie on LinkedIn: https://www.linkedin.com/in/emiliedubau/

Chapters:

00:00 - 80 20 AI Mindset00:24 - Podcast Intro01:02 - Meet Emily02:24 - Start Small First04:03 - Squad of Gems05:09 - Patty Partner08:33 - Fanny Feedback09:29 - Bon Brief10:06 - Build It Tomorrow11:54 - NotebookLM Enablement13:43 - Slides Podcasts Quizzes15:52 - Gong Coaching Loop17:04 - Company Context17:32 - Building CS Teams18:12 - Make Space for AI19:51 - Use AI Inside Tools20:57 - Lead Change Adoption22:22 - Good Enough AI Rule23:47 - HubSpot Handover Assistant25:38 - Confluence Onboarding Bot26:51 - Data Hygiene Matters28:13 - AI Agents and Prompts30:08 - Time for Innovation

Why Your Customer Health Score Might Be Lying to You…

In our debut episode, I sit down with the brilliant Sally Stoewe to unpack what it really takes to build a meaningful customer health score. We go beyond the buzzwords and into the real-world lessons—from messy failures to scalable frameworks. Whether you're a one-person CS team or leading a global org, this one’s for you.

Here’s what we cover:

• Why health scoring is critical to moving from reactive to proactive CS
• The four non-negotiables of a solid health score: Product Usage, Relationship, Value Delivered, and Sentiment
• Why overengineering kills momentum (guilty as charged 😅)
• How CS Ops plays a make-or-break role in scaling
• What to do when your “green” customers still churn
• Why data without context is just noise—and how to fix that

What you’ll walk away with:

• A clear playbook for launching or improving your first health score

• A better understanding of how to correlate metrics to actual churn and expansion

• Real tips on building playbooks, automating triggers, and involving your team

• A reality check on data readiness and platform choices
  

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Chapters:

00:00 Introduction00:25 Welcome to the Snack Break

00:45 Today's Topic: Health Scoring Essentials

00:55 Guest Introduction: Sally Stewart

02:13 The Importance of Health Scores

03:46 Building Basic Health Scores

05:56 Validating and Refining Health Scores

08:25 Challenges and Pitfalls in Health Scoring

10:29 Advanced Health Scoring Techniques

15:50 The Role of Customer Success Operations

19:36 Final Thoughts and Recommendations

28:16 Conclusion and Wrap-Up