#updateai #customersuccess #saas #business
Hosts Kristi Faltorusso (CCO, ClientSuccess), Jon Johnson(Principal CSM, Key Accounts at UserTesting) & Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year.
Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they’re observing, and reflect on the evolution of customer success and account management and the ongoing merger of these roles.
Timestamps
0:00 - Preview, BS & Intros
5:44 - Are CS leaders transitioning to account management roles?
9:00 - Redesigning compensation models to align CS with revenue activities
14:50 - Problems with current data management practices
25:18 - Predictions for 2025
28:52 - LinkedIn algorithm, AI content, and Social Media Behavior
36:08 - Need for a defined strategy and long-term planning
39:30 - Pressure on CS to demonstrate quick impact and results
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👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
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Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.