Unchurned - The No. 1 podcast for Customer Success – Details, episodes & analysis

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Unchurned - The No. 1 podcast for Customer Success

Josh Schachter - UpdateAI

Business

Frequency: 1 episode/7d. Total Eps: 146

The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. The CS & BS series is a part of the Unchurned podcast wherein, with each episode, our hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team. Unchurned, and the CS&BS series, are presented by UpdateAI - https://update.ai/

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🇩🇪 Germany - entrepreneurship
11/04/2025
#92
🇩🇪 Germany - entrepreneurship
24/03/2025
#82
🇩🇪 Germany - entrepreneurship
23/03/2025
#68
🇬🇧 Great Britain - entrepreneurship
25/01/2025
#70

Shared links between episodes and podcasts

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https://www.linkedin.com/in/jschachter/
243 shares
https://www.linkedin.com/in/kristiserrano/
135 shares

https://youtu.be/JprAz-o-dWk
79 shares
https://youtu.be/H6mnKkpU2lI?feature=shared
24 shares
https://www.youtube.com/@updateai9697
9 shares

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RSS feed quality

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Score global : 32%

Publication history

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Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar)

Episode 117

Wednesday, November 27, 2024 • Duration 38:13

#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.

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Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold)

Episode 3

Monday, November 25, 2024 • Duration 23:59

#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/

How to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam)

Episode 110

Wednesday, October 16, 2024 • Duration 44:45

#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

The one metric every CX should know ft. Meenu Agarwal (Workday)

Tuesday, December 27, 2022 • Duration 29:49

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/

#OpenToWork series ft. Roxane Tran (Customer Success Manager)

Friday, December 23, 2022 • Duration 09:51

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

👉 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

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Translating CS to other business sectors ft. Ellie Wu (Insight Partners)

Tuesday, December 20, 2022 • Duration 14:56

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/

#OpenToWork series ft. Jeremiah Bello (Customer Success Manager)

Friday, December 16, 2022 • Duration 09:49

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.

👉 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

How CSMs Can Tackle Stress in 5 Easy Steps With Katharina Schmidt

Wednesday, December 14, 2022 • Duration 22:22

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.

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

#OpenToWork series ft. Yaswanth Reddy (CS leader)

Friday, December 9, 2022 • Duration 14:48

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

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

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How to Lead a Thriving Customer Success Organization With LeeRon Yahalomi (Regie.ai)

Wednesday, December 7, 2022 • Duration 27:52

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.

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

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Unchurned - The No. 1 podcast for Customer Success – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Unchurned - The No. 1 podcast for Customer Success – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Shared links between episodes and podcasts

Other89

LinkedIn99+

Youtube21

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other89

LinkedIn99+

Youtube21