In this episode of The Customer Growth Pod, Tash sits down with Dan Ennis, Director of Commercial Customer Success at Workato and winner of Digital Champion of the Year (US Customer Growth Awards). Together, they explore what it really means to have a digital-first mindset, and how it empowers teams to focus on the human side of customer success.

Dan shares his experience leading both traditional and digital CS teams, revealing how strategy must come before tools, why consultative thinking should guide every customer interaction, and how to create scalable, meaningful engagement that benefits both CSMs and customers alike.

Key Takeaways:

  • Start with strategy, not tools — a clear digital vision must guide every technology choice.

  • Digital-first empowers the human work — automating processes frees CSMs to focus on high-value, relationship-driven tasks.

  • Consultative skills are core — bring specific points of view and strategic questions to every customer discussion.

  • Customer discovery never stops — ongoing conversations reveal the real expectations behind digital engagement.

  • Position digital as value, not distance — show customers that digital interactions are faster, smarter, and more effective.

  • Change management matters — help CSMs see digital as an enabler of the work they love most.

  • Small steps scale fast — start with one-to-many programs, templated emails, or reusable content before expanding tech.

  • Community and learning are key — join digital CS forums and leverage AI tools to upskill continuously.

  • Human connection remains essential — the goal of digital is to amplify empathy and insight, not replace them.