#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 - Supporting Employees' Career Paths 11:55 - Focusing on "Product Usage" as a Unifying Metric 17:00 - Transition to Incentives-Based Compensation 22:22 - Getting the Board Onboard 24:21 - Impact on Users & Customers 25:52 - Focusing on Qualitative Data Insights 28:50 - Increased Accountability Across the Organization 30:50 - Resource Allocation and Prioritization ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Brian Hansen: https://www.linkedin.com/in/bhansendoes/ 👉 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/ 👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Sales compensation, ongoing payments, customer success strategy, usage value targets, UpdateAI, ideal customer profiles, customer growth, digital strategy, data insights, solar industry challenges, leadership development, product usage metrics, product roadmaps, voice of customer, long-term strategy, accountability, resource allocation, LumoPath partnership, CSM activities, prioritization data, usage value focus, product adoption, sales incentives, credit system, company-wide targets. ______________________ 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.

#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 of hard work & a pinch of luck

13:10 - Communication & Accountability Framework

16:27 - Measuring progress and being outcome-driven

18:52 - Valuing customer feedback

21:30 - Outcome-driven approach leading to personal growth

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Micki Howl: https://www.linkedin.com/in/michelenahowl/

👉 Connect with host

Josh Schachter: https://www.linkedin.com/in/jschachter/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Marigold, revenue series, customer success, Starbucks loyalty app, customer retention, chief revenue officer, CRO, chief operating officer, COO, chief of staff, acquisitions, OKR framework,cross-functionall collaboration, , post-sales operations, customer feedback, accountability framework, career growth, customer satisfaction.

______________________

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.

#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, there’s a sprinkle of light-hearted banter and a playful detour into the world of fast food!

Timestamps

0:00 - Preview, Intros & Del Taco

7:30 - Transition from desktop applications to SaaS

10:30 - Challenges and Successes of Transitioning into a SaaS model

18:15 - Approach to Customer Enablement & CS

25:23 - Measuring and analyzing KPIs for customer success

35:20 - For your customers -- You are an expert on your product

38:50 - AI Integration and Product Enhancements

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Andrew Gaer: https://www.linkedin.com/in/andrewgaer/

Sean Andrews: https://www.linkedin.com/in/smandrews/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, Bluebeam, SaaS, Desktop Applications, Cloud Services, Customer Success Approach, AI Integration, AI Operational Efficiency, Product Enhancements via AI, AI User Experience, Customer Transition Management, Customer Feedback, Customer Delight Index, Product Loyalty, SaaS Model Visibility, Community Engagement, Educational Resources for customers

______________________

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.

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 roles shows Meenu hasn’t been afraid to explore new ground. 

It was one of the main reasons I wanted to talk to her on the latest episode of “[Un]churned,” frankly. I had to hear about her unique journey. 

Thankfully, Meenu gave me some great insight into her career – and plenty of other topics. 

On this podcast, we also covered the following:

• How to Scale a CS Organization
• The One Metric *Everyone* Should Know
• The State of Women in CS and Tech

This was a fun one, and one of the more illuminating conversations I’ve had on Unchurned. And I  think you’ll enjoy it as much as I did. 

– Josh Schachter, UpdateAI CEO 

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Welcome to #OTW!

#OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.

This episode features, Roxane Tran, a Customer Success Professional with expertise in onboarding, operations. 

Connect with Roxane Tran on Linkedin

Email Josh at josh@update.ai to be a featured guest on the #OTW series

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

 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 of other topics in this episode as well, including: 

• Why efficiency is vital 
• Key CS metrics
• How to “translate” CS to other business sectors

You can find the latest episode of “[Un]churned” on Spotify, Apple Podcasts, and YouTube. You can also listen by clicking here. 

Resources from the episode 
- Insight Partners’ Reports:

• SaaS Sales KPIs Report: https://go.pardot.com/l/321391/2022-10-04/83mlmn
• Post-Sales GTM Report: https://www.insightpartners.com/blog/introducing-the-2022-post-sales-gtm-report/

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Welcome to #OTW!

#OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.

This episode features, Jeremiah Bello from Nigeria, who had been a Customer Success Manager at Lazerpay in his past role. 

Connect with Jeremiah Bello on Linkedin

Email Josh at josh@update.ai to be a featured guest on the #OTW series

👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Let’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 Katharina Schmidt, a highly regarded executive coach who prioritizes working with startups; she’s also UpdateAI CEO Josh Schachter’s personal EC. Katharina, on the latest episode of “[Un]churned,” said it’s important to address stress head-on, rather than run from it. 

Luckily, Katharina shared some great tips on how to best handle stress. Tune in to listen to the full [Un]churned conversation. 

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Welcome to #OTW!

#OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.

This episode features, Yashwanth Reddy, a CS advocate with 15 years of experience in developing customer relations and leading teams with a focus on making data-driven decisions to enable better outcomes and adapt faster. 

Connect with Yashwanth on Linkedin

Email Josh at josh@update.ai to be a featured guest on the #OTW series

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

We 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 team
• Delivering great customer experience with dynamic segmentation
• Using systems and processes to manage support organizations & collaborations
• Navigating through uncertainty as a leader

“At Zendesk, the one word that I think really embodies a lot of the culture fit is going to be humbledent, which is the combination of being humble, and also confident. I expect confidence in our solutions. Being at the table with the customer and having a point of view shows confidence. But I look at humbleness as a way to be curious and ask great questions to understand. ”

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The 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 the latest episode of “[Un]churned.” 

Listen to the full episode to hear how CSMs can harness their emotions to help angry customers a) calm down and b) accomplish their desired goals

“Emotion is very important in business – no matter what industry you’re dealing with.” Alice Jeffery. 

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey Moore

Running 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 granted
• Life cycle framework
• Attempting to start up a social network for sports
• Product- Lead-Growth play 
• Customer Success Maturity Model
• Measure what matters the most

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

#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

0:00 - Preview & Intros

3:42 - Defining success for a customer

6:20 - Applying past playbooks in new organizations

12:02 - Adopting a 360-review approach for a holistic view of problems

15:00 - Necessity to ensure there is "Product-Market fit"

17:45 - Customer Success is HARD

21:45 - Understanding Customer Success Problems and Root Causes

27:14 - Adjusting Prices and Market Realities

31:18 - Aligning sales pitches with actual product capabilities

32:23 - Forecast customer outcomes and strategically manage accounts

35:52 - Frustration about end-of-quarter exceptions and paperwork

39:45 - First move after joining a new organization

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Parul Bhandari: https://www.linkedin.com/in/parul-bhandari-1294488/

Jenny Calvert: https://www.linkedin.com/in/jennycalvert/

Lawrence Waldman: https://www.linkedin.com/in/lawrencejwaldman/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Customer Success Management, customer churn, customer success metrics, forecasting customer outcomes, revenue growth, customer satisfaction, fear in customer success, NRR (Net Revenue Retention), GRR (Gross Revenue Retention), customer loyalty, Customer Success Manager training, core responsibilities, preventive measures, customer feedback, holistic approach, market fit, strategic planning, leadership in customer success, sales and product alignment, churn problem solutions.

______________________

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.

Being 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 and

• Marissa Mayer’s motherhood journey
• Transitions in motherhood over the time
• Giving up tech amidst the Covid-19 crisis
• Working mothers make tech better
• Balancing work and life

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Resource: Pressing on as a tech mom

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Customer 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 experience
• Personalizing customer experience at the scale
• The 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

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The journey of a customer is a long, winding road. They have many stops along the way, and each stop can lead to a different destination. Customers can be lost and confused about their next move, or they may entirely find themselves on the wrong path. In this [Un]churned conversation, Ariel Benzakein, VP, CS, Flosum gives a practical proven formula for achieving a high net retention rate. 

• Formula to a high net retention score.
• The hit rate for sales bringing in CS at the right time 
• Measuring the implementation success while it is in progress

“If CS is not following the correct playbook, it ends up becoming level 2 tech support." - Ariel Benzakein

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Resources Mentioned:
- Success Hacker
- Greg Daines - Churn Doctor

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The 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 team at Monday.com
• The Love & Hate relationship of CS with Sales
• Sales representatives overpromise on the product and CS
• Sales & CS handoff at Monday.com
• Sales  representatives don’t care for CSM's need
• Fostering trust between the Sales and Scale team at Monday.com
• The sales team doesn't add value to the CS team

The article referenced in the episode: Four Myths That Could Be Hurting Your Relationship With Sales

“ Before ever working with the customer directly, the sales team creates a super detailed handover and a meeting is conducted to communicate that. This allows the CS team to be able to help break down silos by providing feedback to the sales team in case there is a disconnect from what was being communicated previously. " - Dan Ennis

“ Although the CSMs are focused on the adoption usage, the account managers are working on the growth and expansion, you need to continue to feed each other information as you are learning more about the business. ” -Brittany Rodriguez


Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

The 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, with Josh Schachter, Edward Chiu, shares how he, as the co-founder of Catalyst battled the challenging times of Covid-19 with his brother, partner being with the virus. They also chat about:

• Raising Series B funding
• Digging into the pitch deck that helped raise $20M
• Onboarding the first customer
• How Kevin, Co-Founder & COO at Catalyst battled the first wave of Covid
• When you are the leader, everyone’s problem is your problem 
• Customer Marketing at the core of business

“Intuitive user experience matters these days. Gone are the days when people used to want legacy tools that would take 6 months to a year to deploy and many admins to build things up. Everyone appreciates waking up to the view they have configured for themselves. When you have a tool that works the way you want it to you are obviously excited to log in and that’s always been our foundation." - Edward Chiu

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Resource:
Business Insider Article - Pitch deck that converted some of the top customers into investors https://www.businessinsider.com/catalyst-stepstone-customers-pitch-deck-leaders-slack-miro-to-invest-2022-8?IR=T

Connect with  Edward Chiu
Check out Catalyst

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Good leadership is not simply about having the ability to take charge or make decisions. 

Nils Vinje, Leadership Coach, Founder, B2B Leaders Academy. has been working with leaders from different organizations. He frames leadership as the ability to be able to empower others and create an environment where their abilities can blossom into something greater than themselves. In this [Un]churned conversation, with Josh Schachter, Nils throws light on topics like

• Gaining the belief to market yourself confidently
• Difference between therapy & coaching, consulting 
• The coaching style of leadership, identifying a good coach
• Leading with curiosity 
• Captivating the audience
• Ability to market leadership as a CS leader

“You have to market your leadership. No matter the level you belong to, just doing the work as a leader, is not going to be enough. " - Nils Vinje

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Nils Vinje
After completing an MBA in Management and Organizational Behavior, Nils Vinje got into his first role in Customer Success as a Customer Success Manager. Nils’ alignment and passion for Customer Success enabled him to rise quickly from CSM to Team Lead to Director and VP. During his rise, he established a track record of orchestrating record-breaking renewals and up-sells. 

Get a copy of Nils' Best-Selling 30 Day Leadership Playbook: Your Guide To Becoming The Leader You Have Always Wanted To Be- https://www.b2bleadersacademy.com/book

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Jenny Calvert, Director of Customer Success at Hunt Club, is going [Un]churned on today’s episode with Josh Schachter to discuss the power of genuine relationships to find the best talent. 

 Josh & Jenny chat about: 

• Leveraging the one-to-one bonds to find the best talent
• Adding value by sharing back
• Rating internal meetings for transparency
• Creating a radically candid work culture

“[While rating our meetings] I have created the space to say, ‘Hey, this was a waste of my time.’, That level of autonomy & transparency fosters an environment for them to open up as well." - Jenny Calvert

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Jenny Calvert
Jenny is the Director of Customer Success @ Hunt Club with a stint in brand management, marketing, and a lot of client-centric account management that led to her love for all things Customer Success! She leads great talent that is dedicated to helping customers adopt, expand and succeed. 

 Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

 Jeff  Ernst, & Kaily Baskett, from SlapFive, join Josh Schachter to decode the nuts & bolts of driving business growth by capturing customers' voices. 

 Organizational growth happens by placing facts over feelings. Getting to know the true essence of the value perceived by customers is pure gold for an organization. In this episode of [Un]churned, Josh chats with Jeff & Kaily about: 

• Recognizing the full potential customers have to help drive growth 
• Leveraging customer marketing within the organization
• Solution the one of the most significant challenge customer marketers face
• Kaily shares research findings around execs not recognizing the full potential of customers
• Maximizing success by effectively utilizing case studies
• Stats around the market of customer marketing

“Customer Marketing exists to cement the trust gap that exists in the market between buyers & sellers and this needs to be done with authenticity. " - Jeff Ernst

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Jeff Ernst
Jeff Ernst, the co-founder of SlapFive, is customer-obsessed. Before SlapFive, Jeff was Principal Analyst at Forrester Research, covering B2B marketing, and then VP of Marketing, where he built Forrester's customer voice program. He was also the co-founder of TalentReef, and VP of Marketing & Product at Kadient and FatWire Software.

 

About Kaily Baskett.
Kaily is the Customer Advocacy and Marketing Program Strategist at SlapFive. She Empowers Customer Marketers and Advocacy Managers to capture strategic and authentic customer voices. 

 

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

There is nothing more powerful than having every member of the team charged with the vision of the company. To ensure that this relays across the organization, the role of a CS leader is crucial in translating and aligning the people in the product team with what the market and customers are looking for. Ryan Weisert, CS leader, Iterable is the unchurned guest in today’s episode. 

 Josh & Ryan share a conversation about:

• Ensuring hyper-alignment with the head of product
• Advocating certain features by presenting numbers and projections
• Crafting a career path for folks on your team
• Hiring and onboarding talent that fits in the culture
• Getting practical on delivering feasible value as a CSM

“A lot of customer segmentation strategies fall flat when they don't look at the feasibility just on a day-to-day basis of how a CSM manages their time.They also don't look at the growth path or the relative enjoyment of the job. " - Ryan Weisert

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Ryan Weisert
Ryan is a Client Success leader focused on retaining and growing revenue.  He is passionate about developing best-in-class Client Success Managers.

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us a fantastic rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Building a one-on-one relationship with customers is one of the foundational pillars to ensuring success in business. Over a period of time, as the business of the company grows, maintaining this initmate touchpoint with each of the customers from a widespread pool of customerbase serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.

 Jonathan Corbin,Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about 

• How Hubspot identifying different categories of customers
• Engaging and nurturing relationships to deliver a great customer experience
• Team segmentation & secrets to the motivating and progressive culture at Hubspot 
• Aligning crossfunctionality in team

“Providing customers a delightful experience is deliberate, it doesn’t happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That’s NOT true." - Jonathan Corbin

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Jonathan Corbin
Currently serving as the Global Vice President of Customer Success & Strategy at HubSpot, Jonathan is a Proactive leader with experience successfully building and scaling teams with industry-leading SaaS companies. 

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. & email Josh for letting UpdateAI extend support to the cause that matters to you at josh.schachter@update.ai

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

#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

15:00 - Predicting customer risks manually to enable future automation

18:57 - Using customer data to draw insights

21:15 - Customers inquire about AI but lack specifics

23:45 - Kristi's inquiry about scaling manual processes for insights

27:35 - Getting CSMs aligned to the eagle view

29:45 - Dealing with cross-functional requests & demands

31:58 - Evolution of Kristi's leadership style

34:09 - CSMs are busy serving others

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Arit Nsemo: https://www.linkedin.com/in/aritnsemo/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager, SearchSpring, Customer Success Managers,CS100 event

______________________

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.

Different narratives have formed around the question of - ‘How does Customer Success contribute to the overall success of a business?’

 But, the depth of the insights & knowledge that the CS team has from having access to different touchpoints of the end users experiencing the product is invaluable to planning and mapping out the next steps for the company's growth.

In this unchurned conversation, we bring in Chris Hicken, Co-founder & CEO of 'nuffsaid to chat with Josh about

• Role of different tiers of mentors in career advancement
• Focusing on the work that matters
• What lies in the future of CS
• Metric that gauges the success of those actively involved in CS
• Who takes responsibility for the Product-Market fit?
• Orientation of Product-led growth and Customer-led growth businesses

“The CS executives can & should score the quality of the experience delivered at each point. They should own the product-market fit scorecard for the business" - Chris Hicken

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Chris Hicken
Chris is the Co-founder & CEO of 'nuffsaid. He has 15 years of experience in B2B software as a leader, investor, advisor, and board member. He spent 8 years as President & COO of User Testing becoming an expert in creating great experiences.

 Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for the latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that’s great! But, if you let other people determine where your time is spent, it is going to be spent on their initiatives. " - Rachael Provan

Building great relationship with customers is a great way to level up customer success. Conducting meetings can become a pathway to build this relationship and deliver value to enrich the experience of customers. Josh sits down with Rachel Provan, VP of CS at Provan Success, to chat about:

• Bypassing the burnout & fatigue to lead a balanced an healthy life
• “why” and “why NOT” to have meetings
• Structuring agendas for internal team meetings
• Importance of documenting progress and accomplishments
• CS is complex, having patience is a virtue

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Rachel Provan
Rachel is a Top 50 Customer Success Leader, LinkedIn influencer, and Coach. She has 10+ years of experience building and scaling Customer Success departments for B2B SaaS organizations and works closely with C-level executives and across departments to drive data-driven process improvements that raise customer satisfaction, product adoption, NRR, and NPS. She is recognized for improving client experience and self-sufficiency, streamlining operations, and consistently delivering results.

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

This unchurned conversation takes you behind the scenes of the movement into customer lead growth - Pulse 2022 with Kellie Capote, Chief Customer Officer, Gainsight we discuss:

• Riding the tide and functioning for durable growth
• Factors that ushered appreciation for success 
• Headwins from Heads’ of CS & CCOs’
• Value Realization through crossfunctional alignment fit
• Sneak peek into the Durable- Growth framework

“Organisations might double down Digital-Led Customer Success. Doing customer success with human-led approach along with leaning into technology & automation and find ways to augment what Human-Led CSMs can do but, at scale is going to be one of the key strategies that CS professionals are going to need to figure out. "

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Resources Mentioned In This Episode

• Kellie’s Forbes Article - Why Human-Led And Digital-Led CS Are Not At Odds
• Check out the Pulse conference - https://gainsightpulse.com/pulse-2022/

About Kellie Capote
Kellie is an energetic and results-driven customer success leader with over fifteen years of experience fostering customer relationships and leading customer facing teams. She has a proven track record of increasing account growth, retention and reference-ability through building trusted advisor relationships and driving measurable business outcomes for customers. She is deeply passionate about the philosophy of customer success and it being the growth engine of your organization.

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.


Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this unchurned conversation about customer community and different facets of leadership with  Jay Nathan, EVP & CCO of Higher Logic we discuss:

- Leading with questions NOT answers
- Empowering your team by asking - “How I can help you?”
- Showcasing hospitality as a leader
- The value of customer community

“You have to empower and enable people. You have to make good people decisions all the time – put the right people in the right positions and help them move obstacles, because you dont’’ have all the skills needed, and even if you did, you don't have enough time in the day to do the work. "

Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

Books Mentioned In This Episode

• Coaching Habit
• Mindset: The New Psychology of Success
• Radical Candor
• Buy Setting the Table

About Jay Nathan
Across the years and a number of functional executive roles in customer success, product, services and account management, Jay has developed a methodology for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes.  Jay has co-founded Gain Grow Retain, a community for customer success leaders, and subsequently sold Customer Imperative, a company Jay founded, that focused on helping B2B SaaS retain customers, grow revenue and scale customer success to Higher Logic where he is currently serving as the Chief Customer Officer.
- Check out the Gain, Grow, Retain Podcast

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter

UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this unchurned conversation about the rise of the customer success echo chamber with Alex Farmer, VP of Customer Success at Cognite, we discuss:

• The June 2022 CS Excellence Awards
• The perils of CS as an echo chamber
• The need for CS to be a cross functional, multidisciplinary mindset
• Learn about Cognite and the CS team there
• What to do when high touch isn’t available

“Customer Success is a team and company-wide responsibility WE REALLY FIND OURSELVES STRUGGLING TO DRIVE change and impact. We need to go out and influence other teams to make it more customer-centric."


Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Alex Farmer
Alex is a CS executive with experience building post-sale teams to reduce churn at high-growth B2B SaaS scale-ups. He is the Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession and has been recognized as a 2021 Top 25 Customer Success Influencer and 2020 Top 100 Customer Success Strategist by SuccessHacker. He is currently serving as the VP Customer Success at Cognite, a global industrial AI SaaS company supporting the full-scale digital transformation of heavy-asset industries around the world. 

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
UpdateAI presents Unchurned

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

In this unchurned conversation on building trust & the importance of effective note taking with David Sable, you get to learn about

• Why they follow the customer first approach at Amazon
• Josh shares the employee-first mantra at Intuit
• How you can build effective service relationships with customers
• Why restaurant servers make the best salespeople
• What makes note-taking so important - Publish or Perish

 “Relationships are built on understanding what outcome your customer exactly needs. What does your customer need to be successful?”

Would you like to get tips and insights from top leaders of the Customer Relationship world in your inbox each week? Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About David Sable
David is an author, entrepreneur, social activist, storyteller and coach. He led the largest advertising agency in the world and currently serves on multiple boards of public companies.

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

“If the train tracks already exist you don’t need leadership, you need good management. When you are in the moment, in charge and there are no train tracks, you need to shine as a true leader.”

In this unchurned conversation on Leadership with Dylan Stafford, Assistant Dean at UCLA, you get to learn about
- What defines leadership in a true sense?
- Leadership is a natural self-expression 
- Ways to become self-expressive
- Four foundational factors of leadership 
- Power of your word as a leader 
- Drop the story & honor your own word 
- Authenticity is the alignment to who I allow you to think I am & who I actually am 
- Dance with uncertainty
- J . F Kennedy as a leader

Would you like to get tips and insights from top leaders of the Customer Relationship world in your inbox each week? Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned

About Dylan Stafford
Building a world of effective leaders, Dylan is committed to empowering organizational excellence through culture. He is an Assistant Dean at UCLA Anderson. His book "Building a Winning Organization" challenges readers to lead in their organizations, and shows them how. Before UCLA, I worked for Siemens AG in Santa Clara and Munich, Germany. Dylan earned his MBA from the Chicago Booth School of Business, with concentrations in Finance and Marketing and is a graduate with honors from Texas A&M University.

Check out Dylan’s Leadership course - Being a leader & the effective exercise of leadership

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin!

Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

Welcome to the Unchurned Podcast! 

This show brings to you stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. With each episode, Josh Schachter, the host of the show, will uncover the secrets from top leaders and innovators of companies so that you can advance your own career, the performance of your customer success team, and skyrocket customer retention. 

Please subscribe to the show to stay up to date with the tips & tricks from the top leaders in the customer relations world. Show us your support by giving us a rating &  an awesome review. 

Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter. 

Follow UpdateAI for latest news on the Unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI

👉 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 virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/

👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

He also shares Carta’s strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market conditions and IPO readiness.

The episode also explores AI's future role in predictive analytics and customer health, highlighting how ongoing education and internal enablement are crucial for CSMs. Lastly, Jon and Daniel examine the impacts of market consolidation and M&A trends on customer churn, offering valuable insights for businesses looking to enhance their customer success initiatives.

Key Takeaways:

- Understanding customer life cycles is essential for effective engagement.

- Constraints can drive innovation within customer success strategies.

- Structured communication and targeted plays fuel upselling and retention.

- Predictive analytics and AI are transforming customer health insights.

- Ongoing education and certification are vital for CSM effectiveness.

- Market trends significantly influence customer churn dynamics.

Tune in for a wealth of knowledge on how to elevate your customer success strategies and adapt to evolving market landscapes!

Timestamps

0:00 - Preview, Meet Daniel

2:05 - Introduction to Carta & its mission

7:53 - Understanding core components of Customer Success & the venture lifecycle

13:00 - Efforts to ensure customer engagement and education

17:00 - Navigating a sticky product amidst challenging market conditions

24:00 - Mergers and acquisitions lack transparency and clarity

28:15 - Gathering customer insights using data, liquidity triggers

35:10 - Identifying moments to ensure customer success

41:50 - Closing

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Daniel Silverstein: https://www.linkedin.com/in/daniel-silverstein-4125735b/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics, Customer success, Daniel Silverstein, customer lifecycle, venture-backed companies, training CSMs, AI influence, CSM processes, customer engagement, upselling, revenue growth, cross-selling, retention, operational life cycles, fundraising rounds, predictive modeling, churn prediction, Net Promoter Score (NPS), market conditions

______________________

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.

#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 rank opportunities based on user engagement and decision-making influence.

Additionally, Ziv shares his thoughts on long-term employee retention, tackling global business challenges, and strategies for managing crises, drawing from his extensive experience at AppsFlyer.

Timestamps

0:00 - Preview & Intro

2:20 - Jon is healing, recovering, recharging

7:25 - Meet Ziv

10:52 - Balancing business responsibilities amid ongoing war challenges

14:40 - Teamwork boosts motivation and productivity

20:59 - Balancing business goals with employees' personal challenges

26:05 - Planning 2025 growth, maximizing efficiency, leveraging AI.

28:31 - Here's what every CSM needs from AI

31:10 - Evaluating relationships to maximize business growth

35:35 - Customers remember onboarding experiences vividly

37:40 - AI as a laser pointer for focus

38:38 - How is AI helping customer success

44:25 - Using AI to enhance strategic customer success outcomes

47:03 - Feedback from experienced leaders empowers niche strategies

50:15 - AI aids in customer strategy and revenue growth

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Ziv Peled: https://www.linkedin.com/in/zivpeled/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer success management, Customer Success Manager role, engagement strategies, Gong insights, relationship scoring, customer engagement, AI in customer success, scalability with AI, AI-enhanced efficiency, strategic relationships, user engagement signals, efficient contact targeting, personalized customer success, AI strategic role, B2B SaaS, customer needs identification, strategic planning, CSM management via AI, proactive health scoring, sentiment analysis, impact of AI on Customer Success, human-AI collaboration, importance of human relationships, organizational memory, crisis management, global teamwork, trust building in crisis.

______________________

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.

#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 resources. From the impact of AI on customer success roles to the future of SaaS, tune into uncover the true worth of CS.

Timestamps

0:00 - Preview & Intro

4:50 - The first CS hire

7:25 - The product is a vision

10:25 - The founders don't know

13:15 - CSMs & leaders - LISTEN!!!

17:46 - Should CSMs be responsible for upsells, cross-sells & renewals?

26:06 - We shouldn't give revenue to CS

29:20 - AI & SaaS helps you do your job

37:37 - The need for onboarding

41:16 - Solve the pains of the customer

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Brett Queener: https://www.linkedin.com/in/brettqueener/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

______________________________________

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.

#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

26:26 - CSMs need to do high-value work

30:30 - ReefAI versus Gainsight

34:47 - Data privacy & security

37:07 - Convergence of structured and unstructured data

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Brent Grimes: https://www.linkedin.com/in/brentgrimes/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

______________________

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.

#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 - Simplified market research for quick, inexpensive feedback

11:55 - Improving efficiency & re-onboarding customers

17:45 - Working with customers that "Get It" & those that don't get it

28:05 - CSMs need to do better with what they have

31:54 - The challenge of maintaining a human touch while being efficient

37:42 - Incentivising overstretched CSMs

41:50 - Digital CS is a program, not a segment

45:20 - Reboarding & educating long-time customers

___________________________

👉 Follow the podcast

Youtube: ⁠https://youtu.be/JprAz-o-dWk⁠

Apple Podcast: ⁠https://apple.co/3dfWXmD⁠

Spotify: ⁠https://spoti.fi/3KD3Ehl⁠

👉 Connect with the guest

Julio Franco: ⁠https://www.linkedin.com/in/juliocfranco/⁠

👉 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/⁠

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠https://blog.update.ai/⁠⁠

_____________________________________

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.

#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 & SaaS?

28:00 - Dating stories & apps

36:15 - The AI buzz in CS

40:56 - Closing

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Ben Winn: https://www.linkedin.com/in/benwinn/

👉 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/

____________________________

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.

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more.

Timestamps

0:00 - Preview, BS & Intros

4:57 - Practically implementing concepts and frameworks

8:50 - Put the customer first

10:00 - We need emotional intelligence in CS

13:03 - Tracking actions vs real outcomes

16:18 - Tracking metrics that matter

19:27 - Trust, Journey Map, & Clean Data

31:40 - The correlation of CS, Product & Marketing

34:10 - Central CSM

35:35 - Consolidation and management of SaaS applications

39:10 - Validating project success

46:00 - Closing

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Alex Turkovic: https://www.linkedin.com/in/alexturkovic/

👉 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/

#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-based variable compensation

27:23 - CS and Sales

30:15 - Tools and processes for improved collaboration

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Rachel Orston: https://www.linkedin.com/in/rachelorston/

Rachel's blogs: https://www.linkedin.com/in/rachelorston/recent-activity/articles/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Rachel Orson, Canvas, Instructure, on-demand training, integration with Student Information Systems (SIS), customer advisory boards, QBRs, customer relationships, user engagement, Customer Success Managers (CSMs), sales alignment, Salesforce, Gainsight.

______________________

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.

#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

17:08 - People. Process. Product

18:20 - Employee onboarding is broken

23:03 - Happy CSMs Happy Customers

25:00 - What should employee onboarding look like?

30:20 - Tools for onboarding employees

39:20 - BS & Closing

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Paulina Staszuk: https://www.linkedin.com/in/paulinastaszuk

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the CS Insider Newsletter

________________

Keywords:

new employees, customer success, CS motion, onboarding, structured onboarding, customer relationships, employee experience, Slack, Notion, Loom, GIF creators, Clockwise app, work relationship, support tickets, remote work, AI-based support, NPS scores, customer experience

______________________

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.

#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 and a fresh perspective, discussing the impact of tracking post-sale activities, aligning team incentives, and the challenges of transitioning from a "sales-led" to a "revenue-led" organization and the essential role of renewals, expansions, and customer retention in driving revenue growth.

Timestamps

0:00 - Preview, BS & Intro

6:12 - Revenue Acquisition Cost

14:39 - Tracking & calculating costs

18:00 - Revenue is cheap to lose, expensive to maintain

26:55 - Focus on being revenue-led

30:04 - Rewiring to become customer-centric

35:50 - The starting point to being customer-centric as an individual contributor

43:05 - CSMs need to have a revenue-focused mindset

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Aaron Thompson: https://www.linkedin.com/in/athomps/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the CS Insider Newsletter

________________

Keywords:

Customer success, Revenue-led growth, Success criteria, Renewals, Customer retention, Revenue growth, customer centricity, Revenue acquisition cost, Cross-sell, Upsell, Customer-centric approaches, Recurring revenue approaches, Customer success managers, Revenue-based accountability, Customer-driven revenue, Predictable renewals, Additional revenue opportunities, Success planning, Onboarding process, Client success tools, Business growth strategy, Customer expectations

______________________

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.

#updateai #customersuccess #saas #business

Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and practical strategies for achieving customer success metrics.

Timestamp

0:00 - Preview & Intro

7:50 - Human touch in the AI world

13:10 - Using AI for CS insights

22:30 - Challenges for integrating tools & systems

25:53 - How does leadership evaluate CSMs

29:47 - Automating customer onboarding

33:40 - Enhancing productivity & generating value using AI

39:44 - Closing

___________________________

👉 Follow the podcast

Youtube: ⁠https://youtu.be/JprAz-o-dWk⁠

Apple Podcast: ⁠https://apple.co/3dfWXmD⁠

Spotify: ⁠https://spoti.fi/3KD3Ehl⁠

👉 Connect with the guest

Michael Forney: https://www.linkedin.com/in/michael-forney/

Sam Loveland: https://www.linkedin.com/in/sam-loveland-b19775/

👉 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/⁠

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠https://blog.update.ai/⁠⁠

______________________

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.

#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 - BS & Intros

7:20 - Overlap of Cybersecurity & CS

11:54 - 80% of AI is Getting Data in the Right Format

18:52 - Business Intelligence for CS Teams

20:30 - Do CSMs Need a Data Mindset?

22:45 - Pendo Isn't Designed for CSMs

26:40 - Importance of Understanding Personas

28:40 - Good Food. Good Business. Good Life.

34:34 - Do Traditional CS Platforms Solve Real Problems?

46:46 - Closing

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Alok Shukla: https://www.linkedin.com/in/akshukla/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

________________

Keywords:

How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, Pendo, FunnelStory, Data mindset, Customer success platforms, Alok Sharma, customer progression, technology adoption, cybersecurity, big data analysis, human interactions, behavioral insights, business intelligence, data mindset, customer relationships, in-person meetings, post-COVID era

______________________

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.

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 content can enable scaling

#updateai #customersuccess #saas #business

👉 Follow the podcast

Youtube: ⁠https://youtu.be/JprAz-o-dWk⁠

Apple Podcast: ⁠https://apple.co/3dfWXmD⁠

Spotify: ⁠https://spoti.fi/3KD3Ehl⁠

👉 Connect with the guest

Nikola Mijic: https://www.linkedin.com/in/nikola-mijic-9012201b/

👉 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/⁠

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠

👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the CS Insider Newsletter

______________________

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.

#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 - Investment thesis

24:44 - Investing in Loamy

30:25 - CS Meetup

35:20 - The future of work with AI

______________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

John Gleeson: https://www.linkedin.com/in/johngleeson10/

👉 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/

👉 Sign up for ⁠UpdateAI⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the CS Insider Newsletter

______________________

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.

Josh 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 customer win as a CSM

Damien has spent the last 20 years building, selling, and implementing SaaS. Since the inception of CS, he has worked to develop and refine best practices for revenue-focused customer success teams, helping hundreds of CSMs master their trade. He has served as a leader and advisor in Customer Success.

"The richest relationships I've ever formed with customers have come on the heels of exceptional value delivery." — Damien Howley

___________________________

👉 Connect with the guest

Damien Howley: https://www.linkedin.com/in/damienh/

👉 Follow the podcast

Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.

👉 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/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams.

👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Check out the most loved episodes

• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.

______________________

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.

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 along the way. A must-listen for CS pros at any level. Timestamps:

0:00 - Preview & Intros

3:44 - Pulse 2024 at St. Customer Success

5:23 - Nick's Pulse 2024 outfit

10:20 - The state of CS in 2024

18:00 - The lack of accountability

18:53 - The term "Customer Success" is vague

22:40 - Customer Success is a part of the product

25:59 - Nick's priorities for the rest of 2024 & BS!

___________________________

👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.

👉 Connect with the guest Nic Mehta: https://www.linkedin.com/in/nickmehta/

👉 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/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Check out the most loved episodes

• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.

______________________

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.

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

18:30 - Prioritising High Touch & Tech Touch

22:10 - Utilizing Product Advisory Board

24:00 - Difference between Product Advisory Boards & Customer Advisory Board

27:30 - Hiring for Customer Success Roles

35:16 - Closing

___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Emily Lockhart: https://www.linkedin.com/in/emilyclockhart/ 👉 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/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ 👉 ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Check out the most loved episodes

• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
• ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.

______________________ 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.