5 Moves We'd Make If We Were Building Post-Sales Today
Oct 15, 2026
A year ago, the question we heard most from CS leaders was a scary one: would their function still exist in two years? CS teams were being…
Post-sales, rebuilt for what’s next.
We help B2B tech companies with $50M to $200M in ARR increase their valuation by improving retention and driving more revenue from their existing customers. Our founder recently lifted gross retention 8 points and uncovered $1.4M in expansion inside an existing customer base.
Andrea Bumstead, Founder & CEO
Proof that retention moves revenue
From our founder’s time leading post-sales teams
8 points
Lifted gross retention 8 points on a $16.5M book in a single quarter.
$1.4M
Uncovered $1.4M in expansion inside an existing customer base.
$2M to $30M
Grew revenue in region from $2M to $30M while the company grew from $65M to $550M through a successful IPO.
Companies we've worked with
Tools we’re fluent in
Gainsight · Planhat · Vitally · ChurnZero · Totango · Hook · Pendo · Gong · Attention · Chorus · Clari · Salesforce · HubSpot · Claude · ChatGPT · Lovable · Gamma
Post-sales has changed. A QBR and a check-in no longer cut it.
Most consultants hand you more training, playbooks, and AI tools, then move on, and none of it actually changes how your team behaves. We work differently. We change the way your post-sales team operates and rebuild the systems that hold those changes in place, so the revenue you’ve worked for stays put, and new growth builds from there.
Behavior changed. Systems rebuilt. Revenue expanded.
What we do
Our approach is proven and structured. We start with a diagnostic to find what’s really going on and the revenue at stake, then shift behavior, install the operating system to sustain it, and rebuild the operations. The result is a post-sales team that becomes a proactive, revenue-driving function.
Diagnose
We start by figuring out what's really going on through surveys, call reviews, and a look at your current materials and workflows. This shows us where the gaps are, what to fix, and how much revenue is at stake.
Shift behavior
We train and coach your team to lead outcome-focused conversations centered on the real problems your product solves for customers, positioning your post-sales team as consultants.
Install the operating system
We give your managers the operating system that makes the new behavior stick: dashboards, 1:1 templates, and a weekly inspection rhythm that keeps the team focused on outcomes, not activity.
Rebuild the operations
We rebuild the operational layer that gives the team direction: the playbooks, workflows, and AI tools. Without it, the new behavior has nothing to run on. We realign all three so they work together and support the way your team now works.
How we work together
One program that rebuilds post-sales from end to end. We work through it in four stages, beginning with the diagnostic.
- 1
The Diagnostic
Find out what's really going on, and what it's costing you.
Learn more about the Diagnostic6 weeks
- 2
Foundation
Guide your team through the change with hands-on training and workshops.
About 6 to 8 weeks
- 3
Transformation
Make it stick with manager routines, coaching, and call reviews.
About 3 to 4 months
- 4
Full Rebuild
Rebuild the operations, workflows, and AI for the full transformation.
About 6 months
Want to keep the momentum going? We also offer Systems & AI Implementation, Quarterly Reinforcement Sessions, and Ongoing Advisory.
What we can help with
Specific things we’re brought in to do, alone or as part of a full rebuild.
- Diagnose post-sales gaps
- Train and coach your post-sales team
- Build the manager operating cadence
- Redesign segmentation
- Map the customer journey
- Implement value maps and success plans
- Install the 15-Minute QBR
- Rebuild renewal and expansion playbooks
- Teach commercial and negotiation skills
- Integrate AI into post-sales
- Lead change management
- Rebuild compensation plans
What clients say
“In just a few months, Andrea provided the kind of value you'd expect from a long-term team member: sharper customer success practices, stronger leaders, and a smoother path forward for the org.”
Mark Ralls
President, Auvik
“The impact she made was nothing short of transformational... if you want someone who will hit the ground running, raise the bar, and leave behind lasting infrastructure, Andrea is exactly who you need.”
Keith Freda
Revenue Enablement Sr. Advisor, Quest Software
“A visionary and strategic leader out of the gate. From day one, she took the lead in designing a new account management function, laying a strong foundation for expansion sales.”
Nick Schiavi
Chief Revenue Officer, Kindsight
“She's data-driven and goal-oriented, and understands the importance of people in that equation. She keeps a growth mindset in service of desired outcomes.”
Annie Woo
VP, Customer Experience, Way
“It is rare to work with someone who brings both deep domain expertise and an exceptional ability to translate that expertise into scalable, lasting impact.”
Bernie Saenz
Global Director, Professional Services & Operations, Quest Software
“Andrea played a critical role in helping us define what Customer Success should look like — bringing structure, clarity, and a practical operating model our team could immediately apply.”
John Byrd
Manager, NAM Customer Success, One Identity
Real Talk with CS Impact
Subscribe to our Substack on where post-sales is going, and how to get your team there.
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Get to know our founder
I’m Andrea Bumstead, the founder and CEO of CS Impact and a two-time Vice President of Customer Success. My focus is helping B2B software and technology companies rebuild post-sales into a revenue-driving function. A Top 100 CS Strategist and the creator of the 15-Minute QBR, now used by 5,000+ people worldwide, I’ve scaled post-sales from startup to $3B, including through IPO. I also regularly chair the Customer Success Summit and speak widely on the future of post-sales.
What I believe
- Post-sales sits on almost all of a company's revenue, yet it's usually the least-trained team in the building.
- Training alone doesn't change behavior. You have to rebuild the systems that hold the new behavior in place.
- The future of post-sales is more technical and more outcome-driven. The forward-deployed model is here to stay.
- Get customers the outcomes they came for, and the revenue follows. That's the Impact in CS Impact.
- Post-sales functions best when it is directly aligned to revenue.
Andrea
Follow me on LinkedInAsk Andrea to speak
Andrea keynotes conferences, chairs summits, and joins podcasts on where post-sales is headed. Audiences leave with things they can apply immediately.
Your questions answered
Let’s talk
Want your post-sales team to pay for itself, and then some? Book a call and let’s map the revenue you can unlock from your customer base.