Shows
Unchurned - The No. 1 podcast for Customer SuccessEnabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek)Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base.
Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers.
Christine also highlights her team’s excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships an...
2025-01-2222 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com)#updateai #customersuccess #saas #business
Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development.
She also shares the challenges and...
2025-01-2035 min
Unchurned - The No. 1 podcast for Customer SuccessRedefining Compensation to Better Align CS Roles with Revenue Goals#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...
2025-01-1746 min
Unchurned - The No. 1 podcast for Customer SuccessRisk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)#updateai #customersuccess #saas #business
Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions.
Timestamps
0:00 - Preview
1:00 - Meet Colin Murphy and overview of BMC Software
2025-01-1527 min
Unchurned - The No. 1 podcast for Customer SuccessBuilding Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)#updateai #customersuccess #saas #business
Emily McIlwain, Director of Customer Success at Exo, joins the hosts Jon Johnson, Principal CSM at User Testing , and Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup.
Timestamps
0:00 - Preview
1:36 - Josh is engaged
2:50 - Exo- Overview, Products and Mission
15:00 - Importance of process documentation and improvement
17:15 - Challenges of automating processes and maintaining clear communication
20:12 - Setting realistic expectations for new impl...
2025-01-0827 min
Unchurned - The No. 1 podcast for Customer SuccessBridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect)#updateai #customersuccess #saas #business
Margaret Wise, Chief Revenue Officer at ActiveProspect joins Josh Schachter, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth.
Timestamps
0:00 - Preview & Intros
1:36 - Overview of ActiveProspect
5:07 - Margaret’s career progression, key learnings and insights
8:12 - Compensation & Incentives to acquire the right customers
12:34 - Implementing smooth transitions between sales and customer success teams
17:50 - Utilization of AI and Technology Enablement
...
2025-01-0120 min
Unchurned - The No. 1 podcast for Customer SuccessAligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense)#updateai #customersuccess #saas #business
Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins Josh Schachter, Founder & CEO of UpdateAI. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time, and navigating the complexities of global growth. The episode also explores the integration of AlphaSense's recent acquisition and the importance of digital success in reaching diverse personas.
Timestamps
0:00 - Preview & Intros
1:51- Overview of AlphaSense
6:35 - Value is greater than price
8:42 - Onboarding is an exper...
2024-12-1826 min
Unchurned - The No. 1 podcast for Customer SuccessProactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)#updateai #customersuccess #saas #business
Tatiana Ferreira (CCO, Launchmetrics) joins the hosts Kristi Faltorusso (CCO, Client Success), Jon Johnson (Principal CSM, User Testing) & Josh Schachter (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM models, the emerging role of AI in predicting risk within customer success, the balance between specialized and generalized customer support, and the imperative of clear communication during organizational changes.
Timestamps
0:00 - Preview, BS, Intros
3:50 - Overview of Launchmetrics
9:20 - Aligning mo...
2024-12-1137 min
Unchurned - The No. 1 podcast for Customer SuccessThe Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)#updateai #customersuccess #saas #business
Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability.
Timestamps:
0:00 - Preview, BS, & Intros
2:00 - Forter's services and impact
7:35...
2024-12-0442 min
Unchurned - The No. 1 podcast for Customer SuccessRethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar)#updateai #customersuccess #saas #business
Hosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts. They are adopting a long-term strategy that prioritizes customer growth while tackling the unique challenges of the solar industry. The conversation covers everything from the intricacies of compensation models to how the company is fostering accountability and collaboration across teams.
Timestamps
0:00 - Preview, BS & Intros
5:30 - Work Culture and Mission Drive
7:36 - Solar Coaster
10:15...
2024-11-2738 min
Unchurned - The No. 1 podcast for Customer SuccessAccountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold)#updateai #customersuccess #saas #business
In this special installment of the revenue series of the Unchurned Podcast, we're thrilled to have Micki Howl (Chief Revenue Officer, Marigold) join Josh Schachter (Founder & CEO, UpdateAI) to shed light on the connection between sales and post-sales, and the critical role customer feedback plays in driving business success. They also discuss her career path and the incredible growth trajectory of Marigold
Timestamps
0:00 - Preview
1:11 - Overview of Marigold
4:44 - Micki's career path and growth
8:21 - Lot...
2024-11-2523 min
Unchurned - The No. 1 podcast for Customer SuccessMeet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure)#updateai #customersuccess #saas #business
Rachel Orston, Chief Customer Officer at Instructure joins the hosts Jon Johnson & Josh Schachter to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of connection and collaboration.
Timestamps
0:00 - Preview & Intros
5:15 - Discussing about CoThrive
8:07 - Diverse customer segments at Instructure
13:15 - Performance metrics that drive success
16:45 - Connecting with customers
22:36 - Emphasis on performance-base...
2024-11-2032 min
Unchurned - The No. 1 podcast for Customer SuccessCan Lean Teams Navigate Their Customers to Achieve BIG Impact? ft. Aanal Patel (Crunchbase)#updateai #customersuccess #saas #business
Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts Jon Johnson & Josh Schachter to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also sheds light on Crunchbase's strategic partnership with Perplexity, how they enhanced customer onboarding with automated processes, and their plans for 2025.
Timestamps
0:00 - Preview,
1:15 - Meet Aanal Patel, Senior Customer Success Director at Crunchbase
1:47 - Overview of Crunchbase
2024-11-1830 min
Unchurned - The No. 1 podcast for Customer SuccessLeveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel)#updateai #customersuccess #saas #business
Paul Staelin, CCO at Vercel joins Josh Schachter, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs.
Timestamps
0:00 - Preview & Intros
9:00 - Strive for efficiency and effective customer retention
11:15 - Tactics and Strategies for Net Dollar Retention (NDR)
13:10 - Implementing Executive Business Reviews, not Quarterly Business Reviews
15:15 - AI integration in customer...
2024-11-1321 min
Unchurned - The No. 1 podcast for Customer SuccessHow You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend)#updateai #customersuccess #saas #business
In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value.
We also look at how Rohan assembled a personal adviser network to stay updated on industry trends and build a knowledgeable team. He emphasizes hiring motivated individuals, fostering a diverse team with complementary skills, and creating a strong company culture that adapts to remote and hybrid...
2024-11-1132 min
Unchurned - The No. 1 podcast for Customer SuccessCan Sales & CS Team Up to Take Customers to Success? ft. Nicole Guarino#updateai #customersuccess #saas #business
Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds light on her transition from sales to customer success, sharing the challenges and insights she’s gathered along the way.
Timestamps
0:00 - Preview, BS, distracted driving & intros
14:10 - Nicole shares her company's goals & hurdles
20:25...
2024-11-0633 min
Unchurned - The No. 1 podcast for Customer SuccessHow Crucial Are CSMs in Empowering Sales Success? ft. Brian Weinberger (CRO, Sisense)#updateai #customersuccess #saas #business
Brian Weinberger, CRO at Sisense, joins the host, Josh Schachter, Founder and CEO at UpdateAI, to discuss the gap between sales and post-sales with actionable insights and lessons from his experience. He also shares insights into his dual focus on sales and customer success and emphasizes the importance of creating long-term customer relationships.
How Crucial Are CSMs in Empowering Sales Success?
Timestamps
0:00 - Preview
0:40 - Meet Brian Weinberger, CRO at Sisense
9:00 - Breaking down...
2024-11-0426 min
Unchurned - The No. 1 podcast for Customer SuccessThe Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)#updateai #customersuccess #saas #business
Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing...
2024-10-3027 min
Unchurned - The No. 1 podcast for Customer SuccessMastering Customer Relationships and Peanut Butter Cups ft. Reanna Dempsey (Unanet)#updateai #customersuccess #saas #business
Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide...
2024-10-2338 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam)#updateai #customersuccess #saas #business
Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model, focusing on the intricate details of customer success, internal team support, and transition challenges. They also discuss how Bluebeam leverages AI to enhance product functionalities while minimizing user disruptions and delve into the dynamics of community engagement and feedback for better customer satisfaction.
Plus...
2024-10-1644 min
Unchurned - The No. 1 podcast for Customer SuccessAre CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman#updateai #customersuccess #saas #business
This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal alignment, strategic planning, and a holistic approach to customer success—all aimed at fostering sustainable growth and alignment with long-term business objectives. So, sit back, relax, and join us as we unearth valuable insights and actionable strategies to elevate your customer success efforts.
Timestamps
...
2024-10-0245 min
Unchurned - The No. 1 podcast for Customer SuccessHow Can CSMs Manage Interruptions & Predict Customer Risk? ft. Arit Nsemo (Searchspring)#updateai #customersuccess #saas #business
In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost productivity for CSMs. She also discusses her experience at CS100.
Timestamps
0:00 - Preview, BS & Intros
3:00 - Experience at CS100
9:00 - Arit talks about her presentation at CS100
12:30 - Learn about Searchspring & Arit's role
2024-09-2539 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer)#updateai #customersuccess #saas #business
Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections.
Ziv explains how focusing on key stakeholders, using tools like Gong for actionable insights, and employing a manual scoring system can enhance relationship management. He also discusses scenarios where rule-based systems can be more effective than AI, and how to...
2024-09-1152 min
Unchurned - The No. 1 podcast for Customer SuccessWhy Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures)#updateai #customersuccess #saas #business
Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards, highlighting the critical role of board meetings and the need for a dedicated customer person in the early stages of a company.
As the discussion unfolds, Brett emphasizes the significance of understanding product fit, customer needs, and the economic sustainability of customer success...
2024-08-1446 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai)#updateai #customersuccess #saas #business
Brent Grimes, Founder and CEO at Reef.ai joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data and the impact of AI agents on future work.
Timestamps
0:00 - Preview, BS & Intros
7:09 - Reef's origin story
13:50 - Importance of outcome-based scoring
20:35 - Smart targeting & smart recommendations
2...
2024-07-3144 min
Unchurned - The No. 1 podcast for Customer SuccessBalancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi)#updateai #customersuccess #saas #business
Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success.
Timestamps
0:00 - Preview, BS & Intros
8:00...
2024-07-2455 min
Unchurned - The No. 1 podcast for Customer SuccessDating, CS & Banter ft. Ben Winn (FirstMark)#updateai #customersuccess #saas #business
Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more.
Timestamps
0:00 - Preview, BS & Intros
- Biggest challenges faced by companies
12:36 - Ben's contribution to CS
22:30 - Navigating a career shift
23:45 - Josh & Kristi discuss grades
26:05 - What's up with CS...
2024-07-1042 min
Unchurned - The No. 1 podcast for Customer SuccessIs Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk#updateai #customersuccess #saas #business
Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee experience, the value of customer success in the tech industry, and the significance of taking a break to recalibrate.
Timestamp:
0:00 - Preview, Intros & BS
5:50 - Reflect, Recalibrate & Refuel
13:00 - Perfection isn't a reality
2024-06-2644 min
Unchurned - The No. 1 podcast for Customer SuccessCan Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER)#updateai #customersuccess #saas #business
Customer success roles fall short of true value creation.
The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability.
It's time to rethink and reinvent the essence of customer success.
Aaron Thompson, CRO, SuccessHACKER, joins our hosts, Josh Schachter, Kristi Faltorusso & Jon Johnson to discuss the need for a crucial shift in the customer success model from being a cost center to a revenue driver. Aaron brings a wealth of experience...
2024-06-1950 min
Unchurned - The No. 1 podcast for Customer SuccessBosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory)#updateai #customersuccess #saas #business
Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his insights on the shortcomings of traditional customer success platforms, the generational shift in technology adoption, and the evolving role of customer success teams in leveraging data insights for strategic decision-making.
Timestamps:
0:00 - Preview
1:56...
2024-06-0547 min
Unchurned - The No. 1 podcast for Customer SuccessUsing Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik)In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss:
0:00 - Meet Nick & how health scores help predict customer churn risk
7:00 - Working at LinkedIn inspired Nick's startup journey
13:03 - Nick's experience as an immigrant
17:45 - The role of core values in guiding operations and solving conflicts
23:10 - Finding early customers who understand the startup mentality
26:00 - Using data-driven...
2024-05-2929 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovicJosh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself.Key topics:00:00 - Introduction02:50 - Josh's background in product management05:17 - Joining Idea Lab and finding inspiration07:52 - How UpdateAI got its name10:25 - A different perspective as a product manager13:02 - Commercialization and expansion of a product15:51 - The value of customer insights18:24 - S...
2024-05-2846 min
Unchurned - The No. 1 podcast for Customer SuccessCS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners)#updateai #customersuccess #saas #business
John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospects, and the excitement around AI advancements.
Timestamps
0:00 - Preview, Intros & Leading an Ice Hockey team
9:15 - Playing with the winning team
15:02 - Creating a venture firm for post-logo entrepreneur support
20:10...
2024-05-2247 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Gain Control of Your Customers and Win Trust ft. Damien HowleyJosh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product.
Timestamps
0:00 - Preview & Intros
4:00 - Control Your Customer
5:50 - Interpreting customer experience
8:17 - STO framework
11:30 - Segmenting customer accounts and tracking engagements
15:40 - Customer happiness is over-rated?
18:40 - Celebrating every...
2024-05-1523 min
Unchurned - The No. 1 podcast for Customer SuccessIndustry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta
Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:
- The changing job market and customer expectations
- Aligning CS with revenue and business outcomes
- Standardizing practices while keeping the human touch
- Major industry moves and consolidation
Get an insider's perspective from one of CS's most respected voices - with some surprises...
2024-05-0828 min
Unchurned - The No. 1 podcast for Customer SuccessIntersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona)Emily Lockhart, VP of Customer Success at Percona, joins the hosts Kristi Faltorusso, & Josh Schachter. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance.
Timestamps
0:00 - Preview & Intros
3:10 - Customer Success at Percona
4:30 - Customer Success Account Managers
7:07 - Breaking into Customer Success
10:55 - Fostering relationships with customers to focus on value delivery
...
2024-05-0135 min
Unchurned - The No. 1 podcast for Customer SuccessAre Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst)Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the
- Importance of journey mapping and scaling
- Challenges around value creation and management
- Necessity of proving the value of your CS department
- Importance of open-ended questions when interacting with customers
Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.
Timestamps
0:00 - Preview, BS, & Meet Seth Terbeek
4:05 - Effectiveness of phone calls and texting in a business setting
7:06 - What is Customer Transformation?
11:40 - Creating a customer...
2024-04-2451 min
Unchurned - The No. 1 podcast for Customer SuccessShould Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)
#updateai #customersuccess #saas #business
Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss:
- Challenges of constant employee turnover
- Aligning Sales & CS on Success Plans
- Strategies for successful cross-functional collaboration
- Role of AI in sharing the voice of the customer
- Differentiating onboarding phases
- Prioritizing customer-centric tactics
- Strategic approaches to improving customer retention
- Navigating challenges related to M&A
Timestamps
0:00 - Preview
1:25 - Meet our guests & Solar Eclipse
6:31 - Leadership is lonely
8:35 - Challenges in cross-function collaboration
10:58 - Challenges dealing with churn, employee tur...
2024-04-1052 min
Unchurned - The No. 1 podcast for Customer SuccessIncrease Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365)#updateai #customersuccess #saas #business
Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell.
Timestamps
0:00 - Preview
1:20 - Josh forgets to record, Micke...
2024-03-2743 min
Unchurned - The No. 1 podcast for Customer SuccessDriving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk)Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to explore the challenges and strategies in articulating and delivering value to customers.
Timestamps
0:00 - Preview
0:58 - BS & Intros
3:30 - How does a CCO work with customers?
4:40 - Where is Kate Middleton?
7:00 - Making the customer a success
9:00 - Articulating the value of the product to customers
13:50 - Planning customer success, measuring and assessing data
16:45 - Collecting customer data to create solid foundations
18:3...
2024-03-2047 min
Unchurned - The No. 1 podcast for Customer SuccessExploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries)Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS.
Timestamps
0:00 - Preview
1:22 - BS & Intros
3:22 - Meet Jill
4:50 - Merger of Totango & Catalyst
5:55 - Josh pokes fun at Jon
7:53 - Do less, better together
2024-03-1346 min
Unchurned - The No. 1 podcast for Customer SuccessShould we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)#updateai #customersuccess #saas #business
Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.
Timestamps
0:00 - Preview
1:02 - Josh's childhood bedroom & Men need pillows
2:36 - Wish Jon a Happy Birthday!
4:15 - Meet Sarah Parker & Learn about BetterUp
6:42 - How coaching equips leaders to navigate challenges
10:30 - Challenges at BetterUp
13:00 - High-touch approach for customer success
14:40 - Challenges despite a high NPS
18:18 - Services offered by BetterUp
22:04 - Mindset transition from a servic...
2024-03-0737 min
Unchurned - The No. 1 podcast for Customer SuccessIdentifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu)Unchurned is presented by UpdateAI
Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more.
Timestamps
0:00 - Preview
1:17 - Weekend Highlights & Intros
4:46 - Tech landscape in Atlanta
7:03...
2024-02-2848 min
Unchurned - The No. 1 podcast for Customer SuccessInfluencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)
#updateai #customersuccess #saas #business
Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.
Timestamps
0:00 - Preview
1:10 - Kristi's new podcast - She's So Suite
3:46 - Meet Jess Cohen
4:31 - Jess wanted to become an astronaut!
6:10 - Learning the purpose of life
7:09 - Jon learns about stars and space from TikTok
10:28 - Kristi's training for a...
2024-02-1446 min
Unchurned - The No. 1 podcast for Customer SuccessIs Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)#updateai #customersuccess #saas #business
Ryan Seams, Head of Customer Success at Assembly AI joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more.
Timestamps
0:00 - Preview
1:01 - Meet our hosts
1:48 - Meet Ryan Seams
4:50 - Dissecting the title - "Head of Customer Success"
6:06 - Ryan's Wall of "You Are Here" Starbucks mugs
15:01 - What does Assembly AI do...
2024-02-0750 min
Unchurned - The No. 1 podcast for Customer SuccessAre CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)
#updateai #customersuccess #saas #business
Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.
Timestamps
0:00 - Preview
0:36 - BS & Intros
4:04 - Meet Szuyin
6:08 - Need for GDPR rules
8:25 - Kristi is not friends with Josh
8:55 - CS & CS tool stack at Transcend
13:51 - Hiring a CSM for renewals
17:45 - Kristi is insecure about not having a...
2024-01-3146 min
Unchurned - The No. 1 podcast for Customer SuccessThe Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)Paul Holder, CEO of OnRamp, joins the hosts Kristi Faltorusso, Mickey Powell, Jon Johnson & Josh Schachter.
They discuss how OnRamp is designed to streamline the onboarding process for customers.
The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue.
From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision.
Timestamps
0:00 - Preview
1:07 - Welcome to The Pantless Podcast
2:43 - Me...
2024-01-2436 min
Unchurned - The No. 1 podcast for Customer SuccessWill 2024 Mark the End of Generalist CSM Roles?We are heading in 2024! In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024. 00:00 - Preview & Intro01:08 - Jon is sensitive about his music08:16 - Everyone shares their lows and highs of 202320:50 - Kristi & Jon predict the decline of generalist CSMs, Mickey disagrees Merry Christmas & a Happy New Year! Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the ba...
2023-12-2048 min
Unchurned - The No. 1 podcast for Customer SuccessSupercharge Revenue Growth By Automating Renewals ft. Mathew Cagney (Renewtrak)Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/f21ShT6YZA0?feature=sharedJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkWouldn't life become a breeze if renewals could be automated?Well, Renewtrak does just that! Mathew Cagney joins Kristi Faltorusso, Jon Johnson & Josh Schachter and they discuss- Focusing on renewals - How Renewtrak works- What's up with renewals?...
2023-12-1345 min
Unchurned - The No. 1 podcast for Customer SuccessHow All Roads Led a Gainsight AE to UpdateAI ft. Kristie Gaunt (UpdateAI)Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkMickey is back! & Let's welcome Kristie Gaunt to the UpdateAI Squad!Kristie had been an AE at Gainsight for the past 2years. Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to learn more about 14:10 - Working at Gainsight16:55 - The Work Cu...
2023-11-2944 min
Unchurned - The No. 1 podcast for Customer SuccessAre Leadership and Customer Success on the Same Side? ft. Tanya EarlesSend Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/me_SnBXsUyIJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkOur hosts, Josh Schachter, Kristi Faltorusso, & Jon Johnson, are joined by Tanya Earles, the SVP of customer success at Tebra. Tanya, who leads a team of 470 people across 16 functions, brings insights into the intriguing question: Are leadership and customer success truly on the same side? Key Topics - M...
2023-11-2244 min
Unchurned - The No. 1 podcast for Customer SuccessDo CS Platforms Really Solve the Problems Faced by the CS Team? : CS & BSOrganizational leaders often sign up for a CS Platform to solve their biggest customer success challenges. However, software implementation and adoption can be difficult, and many platforms don't meet all the needs of their customers.Checkout the [Un]cut BS on Youtube - https://youtu.be/J0ymZInO6C8 In this episode, hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, explore the reasons behind this struggle and also dive deep into- 7 objectives of a CS leader- Enforcing adoption of the CS platform- Effectively using automated communications
2023-09-2742 min
Unchurned - The No. 1 podcast for Customer SuccessDriving Revenue Growth with the CCO as a Strategic Partner ft. Alexis H. (Heidrick & Struggles) & Rod Cherkas (Hello CCO)When revenue growth is a company's top priority, the value of post-sales teams is often overlooked.Customer success (CS) teams are among the most critical touchpoints in the customer journey. By partnering with the CCO, who can help develop and implement customer-centric strategies that increase customer satisfaction, loyalty, and spending, companies can retain their existing customers and boost revenue.In this episode, Josh Schachter, Founder of UpdateAI, speaks with Alexis Hennessy, Partner at Heidrick & Struggles, and Rod Cherkas, CEO and Founder of Hello CCO, about:The role of post-sales teams in driving revenueThe need...
2023-09-2024 min
Unchurned - The No. 1 podcast for Customer SuccessThe Consultant's Secret for Improving Customer Success ft. Jeff Kushmerek (Infinite Renewals)Customer Success, in hindsight, is a long-term renewal strategy. Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/Hyk_jL3i0u0Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell as they chat with Jeff Kushmerek, Founder of Infinite Renewals. Jeff helps startups improve their customer success strategy.Episode Highlights- Consultants reset expectations and provide better advice- Lack of customer engagement may lead to customer loss- Need for diverse perspectives and engagement with a broader range of...
2023-09-1344 minUnchurned - The No. 1 podcast for Customer SuccessOrchestrating a Value Journey that Ensures Customers Get the Most Out of Your Product ft. Ahmed QuadriCustomer experience is more than just using the product. Every interaction with a customer is a touchpoint that can influence your relationship with them.Don't let your customers fall through the cracks.Ahmed Quadri, CCO at Heap, joins Josh Schachter, CEO of UpdateAI, to discuss how they navigate the value journey at Heap to maximize the value and relationship customers get.Josh and Ahmed also discuss- Expanding existing customer base- Using data-driven health scores to make customer data actionable- Conducting a deal readiness assessment during the pre-sale c...
2023-09-0619 min
Unchurned - The No. 1 podcast for Customer SuccessCS & BS: Say "NO" to Silos & "YES" to Cross-Functional Collaboration for REAL Customer Success Ft. Ramli John (Appcues)Every customer-facing team has a hypothesis about what drives customer success. How accurate is this hypothesis?Finding problems and fixing them in silos isn't going to give the full picture of what a successful customer journey needs to look and feel like from onboarding to renewal. Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/DnAkuGOrG78Ramli John joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to highlight the necessity of cross-functional collaborations and- Finding and reinforcing the positives to customers- Engaging wit...
2023-08-3037 minUnchurned - The No. 1 podcast for Customer SuccessAddressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth BenShareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by customer success teams and also discusses the three pillars of his customer success strategy: gap analysis, executive touchpoints, and value engineering team.Finally, Shareth shares his advice on how to handle conversations regarding alternative solutions and tactical approaches to address plan B scenarios.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Z...
2023-08-2413 minUnchurned - The No. 1 podcast for Customer SuccessPsychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners)Every decision goes through emotional processing. How we feel about something at heart is way more important and impactful than what we think about something. So we need to lead with the heart and rationalize with logic. Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer success teams can use psychology to manage expectations, build trust, and drive customer success.Josh & Ed discuss- The danger of assuming others understand us- Creating shared accountability and understanding; setting expectations...
2023-08-1620 min
Unchurned - The No. 1 podcast for Customer SuccessTransitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)Do you want to make a career switch and break into CS? Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the preconceived notions of the customer success industry with Julie Raeder, CSM Dooly, who transitioned from education to customer success. Key Highlights- Importance of empathy and individualization in CS - Tailoring customer journeys and understanding needs- Creating lesson plans versus success plans- Lack of feedback and reliance on data- Recommendation to watch sales calls and study case studies to understand pr...
2023-08-0934 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009OK - this one was extra fun! In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI). Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.Enjoy! I know I sure did...Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/Jon's LinkedIn: ...
2023-08-0455 min
Unchurned - The No. 1 podcast for Customer SuccessCS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)There has been a long-standing cold war between Sales and CS. This episode addresses the tiff. The disconnect between the teams' expectations makes it challenging for organizations to prioritize the long-term health of the customer.Hamish Stephenson, Founder & CEO of, Selr.io joins our hosts, Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to defuse the tension between the two teams by discussing whether- CS needs to contribute to the sales process to improve customer retention and NRR- CSMs need recognition and fair compensation in comparison to sales representatives - O...
2023-07-2646 minUnchurned - The No. 1 podcast for Customer SuccessPartnering With the Product Team for Customer Success Ft. Alli Tiscornia & Abby Hammer (ChurnZero)The terrifying truth is that the prosperity or downfall of a SaaS organization depends on the value the product delivers to its customers. Despite the fact that the feedback loop between product and customer could be challenging, the efforts made by the CS & the product team to understand and prioritize customer input hugely decide the fate of our company. Alli Tiscornia, CCO & Abby Hammer, CPO at ChurnZero join Josh Schachter on this unchurned episode to discuss the importance of- Understanding the Customer Perspective while tailoring solutions- Having multiple methods of obtaining cu...
2023-07-1923 minUnchurned - The No. 1 podcast for Customer SuccessEarly Customers Who Get the Startup Mentality Are Essential to Success ft. Nikola Mijic (Founder, Matik)In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at Linkedin and also discuss:Using data-driven content can enable scalingThe role of core values in guiding operations and solving conflictsFinding early customers who understand the startup mentality He also shares his personal experience as an immigrant and a big part of his becoming an entrepreneur.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insi...
2023-07-0529 min
Unchurned - The No. 1 podcast for Customer SuccessCS & BS: Do We Need to Ditch the Checkbox Mentality?Have you been frustrated with checking boxes without truly understanding why you are doing it? So are Jon and Mickey. Kristi knows for sure that the leadership is at fault. Unpack the BS with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and hear out why Mickey is all set to start a new Truth LinkedInOut platform, the challenges of transitioning into customer success roles, and the CS echo chamber - Is every advice on LinkedIn is generic? Also, you can't miss the ClientSuccess Customer Success Thought Leader Summer Webinar Series.
2023-06-2844 min
Unchurned - The No. 1 podcast for Customer SuccessCS [Un]churned: Do We Really Need QBRs With Every Customer?🥁🥁🥁This week, we finally have a name for the CS Insider [Un]churned collab series!🥁🥁🥁 Unpack the BS with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and dig into why you need to - Focus on impact rather than urgency - Say goodbye to the mundane QBR meetings- Standout from the digital filth of AI content on Linkedin 👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 Get the advice and insights you need to thrive...
2023-06-1449 min
Unchurned - The No. 1 podcast for Customer Success[Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, GainsightPulse 2023 is here! It's getting harder to keep calm.Make sure to tune in to this light-hearted, humor-filled conversation with Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and special guest Nick Mehta, CEO of Gainsight, as they uncover the swag at the upcoming Pulse conference. Everyone guesses Nick's outfit for Pulse, plays the drinking game, and discuss - Digital CS & Generative AI- CS as Drivers of Change and Performance- Optimizing the workload of customer success managers. Don't miss this episode filled with laughter, insights, and the goodness of...
2023-05-1628 min
Unchurned - The No. 1 podcast for Customer SuccessDiscovering Your True North: The Key to Authentic Leadership and Sustained Business Growth ft. Bill George (Author, True North Series)"You'll not sustain shareholder value unless you create greater value for your customers. (It's time to) rethink and reconceptualize the organization as being into business at customer service." - Bill GeorgeDelve in this [Un]churned conversation with host, Josh Schachter and Bill George, an executive fellow at Harvard Business School and author of the True North series as they discuss02:43 - True North Framework05:30 - Younger generations are more focused on purpose and values.07:26 - Serving customers is the focal point of business success 09:04 - Talk to customers every day!10:21 - C...
2023-05-1023 min
Unchurned - The No. 1 podcast for Customer SuccessCS [Un]churned - Breaking down Report #34 from CSInsider.coDamien Howley, CCO, Nimbello joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell in this week's CS Unchurned episode. Tune in to hear them discuss their experiences and insights on- Stories of losing control of customers - Strategies for managing difficult interactions.- Limitations of using happiness as a metric for CS- Use of Net Promoter Score (NPS) as a customer feedback metric. Watch the podcast on Youtube: https://youtu.be/YNNZRrAdAeMLinks from the episode- Buy the book: Control Your Customer - 10 re...
2023-05-0341 min
Unchurned - The No. 1 podcast for Customer SuccessThe Role of Leadership in Building a Successful Customer Success Team ft. James Manderson (Braze)In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time. Josh and James discuss: Evolution of the Customer Success Department at BrazeImportance of specialization in roles and incentive plans tailored to specific rolesMonitoring teamwork through showcases, analytics, and ops teamImportance of personalization and real-time communicationRole of Leadership in career growth👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Inside...
2023-04-2518 min
Unchurned - The No. 1 podcast for Customer SuccessCS [Un]churned - Breaking down Report #33 from CSInsider.coWelcome to the collaboration episode with CS Insider!Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell discussing on a discussion about - CS is not a support function- A degree program for CS- Storytelling for CS- Being strategic with customers - Jackson's cameoWatch the podcast on Youtube: https://youtu.be/BkBB1QEJGAY 👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
2023-04-1938 min
Unchurned - The No. 1 podcast for Customer SuccessCrafting Authentic Stories to Connect With Customers Ft. Kindra Hall (Author, Stories That Stick)Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned podcast to discuss - Importance of storytelling in business and a framework for compelling storytelling - Four types of stories: value story, founder story, purpose story, and customer story.- Activating customer stories- The founding story of UpdateAI- The importance of authenticity in storytelling was emphasized.The conversation ends with a recommendation for the book "Stories That Stick". 👉 Get the advice and insi...
2023-04-1131 min
Unchurned - The No. 1 podcast for Customer SuccessCS [Un]churned - Breaking down Report #32 from CSInsider.coWelcome to the collaboration episode with CS Insider!Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about the potential for AI to improve communication between sales and customer success teams, owning renewals, and the need for customer success teams to showcase their value through metrics such as renewals, growth, and advocacy. Watch the podcast on UpdateAI: https://portal.update.ai/recap/ba6eb517-2813-4acf-853d-246a362c439d?shareCode=0acd0b96-9cf9-4991-be71-7673c1912fd2👉 Get the advic...
2023-04-0438 min
Unchurned - The No. 1 podcast for Customer SuccessCustomer-centric approach for a unified onboarding experience ft. Sri Ganesan (Rocketlane)In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. Sri discusses the origins of Rocketlane, including the community they built before launching the product - Preflight, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry. Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.
2023-03-2828 min
Unchurned - The No. 1 podcast for Customer SuccessCS [Un]churned - Breaking down Report #31 from CSInsider.coWelcome to the first collaboration episode with CS Insider! Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about career success, the importance of networking and referrals, and ways for candidates to stand out in the job market. Links from the episodeAdvice for CS job seekers who want to land referrals.- Nick MehtaHow to get churn down & retention up - Jason Lemkin👉Get the advice and insights you need to thrive in Customer Succ...
2023-03-2339 min
Unchurned - The No. 1 podcast for Customer Success"Thank you...because" - Using Improv to Build Better Customer Relationships - ft. Kelly Leonard (The Second City) In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago.They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success.They also touch on the concept of "Yes, and" and how it can be used to navigate disagreements or situations where agreement may not be possible. Overall, the podcast highlights the value of practicing human skills and using science to understand better and connect with customers. Th...
2023-03-1434 min
Unchurned - The No. 1 podcast for Customer SuccessMaximizing Value: Insights into Cloudflare's Approach to Customer Success ft. Harnish Kanani, CCO (Cloudflare)In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare. They discuss Cloudflare's mission to improve the internet for everyone and their approach to customer success, including how they segment their customers based on needs, size, vertical, speed, and readiness of teams.Harnish emphasizes the importance of serving the customer and building relationships from the initial prospecting stage through the entire journey with the company. They also touch on Kanani's background in enterprise consulting and his leadership style focused on serving the customer. The...
2023-03-0731 min
Unchurned - The No. 1 podcast for Customer SuccessUnpacking the Art of Customer Interaction ft. Rob Fitzpatrick (The Mom Test, Author)This week is all about how we interact with customers – and we have a great guest who knows a whole lot about it.In fact, he literally wrote the book on it. Author Rob Fitzpatrick has been helping small businesses and entrepreneurs reach their goals for years. He’s written several books, including “The Mom Test: How to Talk to Customers & Learn If Your Business Is a Good Idea When Everyone Is Lying to You.” This is something he knows and cares about – and he was kind enough to spend nearly an hour breaking it...
2023-02-1453 min
Unchurned - The No. 1 podcast for Customer SuccessThe Pillars of Go-to-Market Success ft. Judd Borakove (GTM Partners)It’s a tough time in the business world right now – but that doesn’t mean progress goes right out the window.In fact, Judd Borkaove, the chief growth and community officer at GTM Partners, looks at it completely differently; Judd, on the latest episode of “[Un]churned,” hosted by UpdateAI CEO Josh Schachter, said he believes it’s a “good time” for businesses right now, whether it’s setting the right foundation for a new company or reimagining how an older firm does business. That optimism serves him well at his day job at GTM Partners, a dat...
2023-02-0726 min
Unchurned - The No. 1 podcast for Customer SuccessWhy Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google. Thankfully, Brian LaFaille has hands-on experience with all of that – and he’s here to tell us how he did it. Brian – who now oversees global CS programs at Google after his last company, Looker, was acquired by the tech giant in 2020 – is the latest guest on Unchurned with UpdateAI CEO Josh Schachter. Brian shared a number o...
2023-01-3130 min
Unchurned - The No. 1 podcast for Customer SuccessWhy Insights Without Accountability Mean Little ft. Dickey Singh (Cast.app) Dickey Singh, founder, and CEO of Cast app, the leading automation platform for companies to drive growth, sales, and referrals from existing customers. You need to lean on the data to find out what does and doesn’t resonate with customers in his conversation with the UpdateAI CEO, Josh Schachter, Dickey sharesHow Cast helps companies foster and expand their customer relationships Why you can’t underestimate the customerWhy email is the king when it comes to reaching customers 👉 Get the advice and insights you need to thrive in Customer Suc...
2023-01-2427 min
Unchurned - The No. 1 podcast for Customer SuccessWhy Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango)When it comes to customer success, Totango is one of the first companies you think about.That’s due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango’s website explains. It’s been a move that has certainly worked out well for the company, which has become a staple of Silicon Valley and raised more than $150 million since being founded in 2010. Totango’s success is due in no small part...
2023-01-1723 min
Unchurned - The No. 1 podcast for Customer SuccessWhat You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView)You know how they say someone “wrote the book” on a topic? When it comes to Product-Led Growth, they’re talking about Blake Bartlett. Blake is a partner at OpenView, where he’s led investments in major companies like Highspot, Expensify, Calendly, Postscript and Cypress, among others. He also notably coined the term PLG in 2016 – and it’s only gained significant traction in the years since. Blake’s granular understanding of PLG and what it takes for startups to be successful are what made him a great guest on the latest “Unchurned” podcast with UpdateAI CEO Josh Schachter.
2023-01-1036 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora)Jeremy Evans has spent about as much time leading customer success teams as anyone you’ll find.Jeremy is the SVP of Customer Success at Zuora, a SaaS company focused on helping subscription services manage their businesses. Prior to Zuora, he also led CS teams at Entelo, New Relic Inc., and Marin Software. In short: he knows CS like the back of his hand. And that’s what made him such a great guest on the latest episode of Unchurned. Here’s a quick rundown of the topics Jeremy spoke to UpdateAI...
2023-01-0425 min
Unchurned - The No. 1 podcast for Customer SuccessCreating a Best-In-Class Action Item Detection Model Ft. Chenay Gladstone (Updateai)In this episode of [Un]churned we feature UpdateAI’s very own Chenay Gladstone. Chenay leads the data annotation and analysis practice at UpdateAI. She is our longest-serving employee and has been a bedrock of our effort to revolutionize natural language programming. We are blessed to have Chenay as a core member of the UpdateAI team.In this episode, Chenay shares with [Un]churned Host and UpdateAI CEO Josh Schachter about the process behind the team’s approach to creating a best-in-class action item detection model. She shares her background in linguistics and how she’s been able t...
2023-01-0315 min
Unchurned - The No. 1 podcast for Customer SuccessThe one metric every CX should know ft. Meenu Agarwal (Workday)I’ve said it before, but one of my favorite quotes comes from hockey legend Wayne Gretzky: “I skate to where the puck is going to be, not where it has been.” I love that approach because it isn’t just about hockey – it applies to business as well. And Meenu Agarwal, the head of customer experience and success at Workday, seems to have followed that approach about as well as anyone. Just one look at her LinkedIn – from her time at Oracle to IBM to HubSpot to VMware to Workday – and her eclectic range of...
2022-12-2729 min
Unchurned - The No. 1 podcast for Customer SuccessTranslating CS to other business sectors ft. Ellie Wu (Insight Partners) Ellie Wu, VP of Sales and Customer Success Excellence at Insight Partners, joins UpdateAI CEO Josh Schachter on the latest episode of “[Un]churned.”Insight Partners has backed some of the biggest tech companies in the world, including Shopify, Wix, and Monday.com. Ellie’s firsthand knowledge of those deals – and many others – made her an excellent source for customer success and the macro business environment. First, Ellie talked to Josh about her journey from Taiwan to Seattle, where she is now one of the top names in the CS world. They touched on a number o...
2022-12-2014 min
Unchurned - The No. 1 podcast for Customer SuccessHow CSMs Can Tackle Stress in 5 Easy Steps With Katharina SchmidtLet’s be frank for a moment – working in customer success can be a stressful job. And stress can come from multiple angles. An angry customer can make you anxious in about 30 seconds, to point to one obvious example, but there’s also internal stress that we deal with on a day-to-day basis. Concerns over whether we’re doing our jobs well enough or whether our careers are progressing at the rate we want them to. What do most of us do in those scenarios? We try our best to wear a facade. But Kathari...
2022-12-1422 min
Unchurned - The No. 1 podcast for Customer SuccessHow to Lead a Thriving Customer Success Organization With LeeRon Yahalomi (Regie.ai)This episode packs a punch. In less than a half hour, LeeRon Yahalomi gives UpdateAI CEO Josh Schachter a handful of great insights on how to lead great customer success organizations. And she’s speaking from experience. LeeRon recently joined Regie.ai as its head of customer success, after serving as VP of sales and CS at Textio for more than three years. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtua...
2022-12-0727 min
Unchurned - The No. 1 podcast for Customer SuccessDeveloping an empathic team to deliver an excellent customer experience- ft. Teresa Anansia, ZendeskWe love being understood, and so do our customers. Being able to connect and empathize with the customer serves as a platform to better understand the needs and desires of the customers. That's what we bring to you in this week’s [Un]churned episode. .Josh Schachter sits down with Teresa Anansia to chat about Creating a culture of empathy within the teamDelivering great customer experience with dynamic segmentationUsing systems and processes to manage support organizations & collaborationsNavigating through uncertainty as a leader“At Zendesk, the one word that I think re...
2022-11-2028 min
Unchurned - The No. 1 podcast for Customer SuccessCustomers will never forget how you made them feel - ft. Alice Jeffery, MimecastThe customer is furious – and now you have to talk to them. It’s not ideal, but it’s a common situation for anyone working on customer success. So what’s the best way to handle it? That’s something Alice Jeffery, a customer success manager at Mimecast, a cloud cybersecurity based in London, has put a lot of time and thought into. After years of research, she has put together a great game plan for how CSMs can best approach irate customers. And thankfully, she’s just shared her insights with UpdateAI’s Josh Schachter on th...
2022-11-1926 min
Unchurned - The No. 1 podcast for Customer SuccessThe first thing to do in a downturn - ft. Geoffrey Moore, Best-Selling Author“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey MooreRunning a business can bring up challenges — from financial loss to employee morale. Especially, during an economic downturn, keeping your business' head above water is vital. If you've got a new invention and want to market it correctly, the first thing to do is think about your marketing plan. In this [Un]churned conversation, Josh Schachter and Geoffrey Moore, chat about Not taking your customer’s budget for grantedLife cycle frameworkAttempting to start up a social network for sportsProd...
2022-11-0747 min
Unchurned - The No. 1 podcast for Customer Success17: The love for being a tech mom ft. Emilia D’Anzica and Sabina Pons, Growth MoleculesBeing in the tech industry and mom is no easy task. From working long hours to juggling home responsibilities, crafting the perfect balance is easier said than done. In this [Un]churned conversation, Emilia D’Anzica and Sabina Pons, Growth Molecules chat with Josh Schachter about pressing on as a tech mom andMarissa Mayer’s motherhood journeyTransitions in motherhood over the timeGiving up tech amidst the Covid-19 crisisWorking mothers make tech betterBalancing work and lifeGet tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned week...
2022-11-0733 min
Unchurned - The No. 1 podcast for Customer SuccessThe magical ingredients to an excellent customer experience - ft. Eduarda Camacho, CCO, BMC SoftwareCustomer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help with these decision-making processes if it leads you to understand what makes customers tick. In this [Un]churned conversation, Josh Schachter and Eduarda Camacho, Chief Customer Officer at BMC Software discuss Role of empathy in customer experiencePersonalizing customer experience at the scaleThe relationship between customer experience and product experience“Stop talking about customers as logos, or generic personas; put faces and names [to them], work on the emotional intelligence piece. " - Eduarda Camacho
2022-10-3137 min
Unchurned - The No. 1 podcast for Customer SuccessDebunking the myths of tension between CS and Sales - ft. Dan Ennis & Brittany Rodriguez, Monday.comThe relationship between Sales and Customer Success is a tricky one. When sales and customer success fail to collaborate on the best way to achieve their goal of a mutually beneficial relationship with their customers, they end up fighting over territory. There are some key myths that can make it difficult for both sides to work together effectively. In this [Un]churned conversation, Josh Schachter, Dan Ennis & Brittany Rodriguez, chat about the love-hate relationship of CS with the sales team and burst some popular myths around the same:Role & KPIs of Sales and Scale tea...
2022-10-1526 min
Unchurned - The No. 1 podcast for Customer SuccessDisrupting the Customer Success toolstack - ft. Edward Chiu, Co-Founder & CEO at CatalystThe good thing about hitting rock bottom, there's only one way left to go and that's UP! When things go wrong, when people disappoint you, or when events beyond your control challenge you, it is easy to lose your focus and confidence. But tough times don't last long if they are met with tough leadership.In the face of adversity, there is no room for weakness or indecision. Tough leaders know this and also know how to deal with unexpected events that force them into action without hesitation.In this [Un]churned conversation, w...
2022-10-0734 min