The Post-Sales Podcast

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 SentimentWhy 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 thatWhat you’ll walk away with:A clear playbook for launching or improving your first health scoreA better understanding of how to correlate metrics to actual churn and expansionReal tips on building playbooks, automating triggers, and involving your teamA reality check on data readiness and platform choices👉 Liked this episode? Share it with your team.📲 Follow Customer Success Snack for upcoming live events across Europe’s top tech hubs.Chapters:00:00 Introduction00:25 Welcome to the Snack Break00:45 Today's Topic: Health Scoring Essentials00:55 Guest Introduction: Sally Stewart02:13 The Importance of Health Scores03:46 Building Basic Health Scores05:56 Validating and Refining Health Scores08:25 Challenges and Pitfalls in Health Scoring10:29 Advanced Health Scoring Techniques15:50 The Role of Customer Success Operations19:36 Final Thoughts and Recommendations28:16 Conclusion and Wrap-Up

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 partnersUsing 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 everHow to create space for innovation inside your teamResources & LinksPractical AI tools mentioned in this episodeGemini — https://gemini.google.com/appNotebookLM — https://notebooklm.google/Gong AI Agents — https://www.gong.io/platform/ai-agents-for-revenue-teamsHubSpot Breeze AI — https://www.hubspot.com/products/artificial-intelligence/breeze-ai-assistantAtlassian Rovo — https://www.atlassian.com/software/rovoGoogle Workspace Studio — https://studio.workspace.google.com/Zapier AI Agents — https://zapier.com/agentsZapier Gmail Auto-Replier Template — https://zapier.com/templates/details/gmail-auto-replierPrompt Cowboy — https://www.promptcowboy.ai/Pretty Prompt — https://www.pretty-prompt.com/Additional resourceAI in Post-Sales 2026 Reporthttps://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