Explore every episode of the podcast Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business

Jon Johnson and Josh Schachter sit down with Brett Queener, Managing Director at Bonfire Ventures, to explore the rapidly evolving landscape of software companies in the age of AI. Brett shares his thoughts on the future of SaaS, the importance of speed and innovation, and the critical role of product marketing.

They dive into founders' challenges and anxieties in today’s "change economy," where software evolves at warp speed, and discuss what it takes to build a defensible business amidst ever-growing competition.

Join us as Brett provides insights on how startups can thrive by truly solving customer problems and staying ahead in the AI-driven tech landscape.

Timestamps:

0:00 – Preview, Intros & BS

2:22 – Bonfire & Brett’s Blog: Tales from The Bonfire

6:55 – Predictions & Observations: AI’s Influence on SaaS

13:07 – Running a Software Company Amid Rapid Change

16:33 – Applying Jobs-to-be-Done Framework

17:50 – Innovation Pace vs. Continual Adaptation

24:45 – Product Innovation, Value, and Market Differentiation

28:45 – Investor Perspective and Guidance for Startups

36:38 – Evaluating Startups

___________________________

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Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

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

Brett's blog : https://queener.substack.com/p/the-change-economy

👉 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

In this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.

They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.

Timestamps

0:00 - Preview & Intros

2:17 - AI and Customer Success

3:11 - Call summaries and follow-up generation

4:05 - Voice of the Customer (Sentiment Analysis)

5:11 - Predictive Analytics for Churn and Upsell

6:03 - Customer Health Scoring

6:40 - Task Automation and Workflow Orchestration

7:42 - Chatbots and Self-Service AI

8:37 - Personalized Content and Recommendations

10:52 - Sophisticated proactive retention alerts

12:02 - Embedded copilots for AI assistance

13:03 - Multichannel customer orchestration

15:45 - Solution Categories in AI for Customer Success

19:39 - Glossary of Terms Related to AI

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

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

👉 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, AI implementation strategist, Customer success innovation, Generative AI, Customer success roles,

Software companies, Conversation intelligence tools, Call summaries, Predictive analytics for churn, Customer health scoring, Task automation,

Risk analytics, Customer feedback, Sentiment AI, Generative AI for content,

Large language models, Embeddings, Vector search, Fine tuning, Retrieval augmented generation, Proactive retention alerts, Multi-signal AI, Embedded co-pilots, Digital customer success

______________________

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.

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens.

Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success.

Timestamps

0:00 - Preview, BS & Intros

4:08 - Learn about ZeroFOX

5:10 - Challenges in Proving ROI in Cybersecurity

7:45 - Customer Engagement and Service Model

10:57 - Lead Pass Process and CSQLs

15:10 - Complexity and Simplicity in Incentives

18:10 - Efforts to Mature Models and Remove Friction

22:35 - Adaptation of Playbooks

25:51 - Attitude, Aptitude, and Experience in Hiring

30:56 - Integrating AI for Internal Teams & Tasks

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Caitlin Wood : https://www.linkedin.com/in/caitlinewood/

👉 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, customer success metrics, Chief customer officer, Customer engagement, Account manager, Technical account managers, Customer experience, Playbooks, Onboarding, customer outcomes, Health scoring, Productivity tools, Work with 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.

#updateai #customersuccess #saas #business

Kelly McGuire, Vice President of Customer Success at Everstage, joins hosts Jon Johnson and Josh Schachter (Co-Founder & CEO of UpdateAI). They dive into how Everstage is disrupting the market, driving outcomes for its clients, and empowering a range of roles—from sales operations to account managers. Kelly shares her "comfort zone philosophy," emphasizing the importance of stepping beyond our comfort zones to foster growth and achieve success.

She also talks about Everstage’s vibrant, no-ego culture, the crucial role leadership plays in scaling customer success, and her vision for expanding Everstage’s impact in the years ahead.

Timestamps

0:00 – Preview

0:48 – Meet Kelly McGuire, VP of Customer Success at Everstage

4:00 – The role of customer success in sales

6:10 – Kelly’s "comfort zone philosophy"

12:10 – Transition from Sisense to Everstage

15:42 – No-ego culture and collaborative work environment

20:20 – Leadership alignment and transparency initiative

25:55 – Kelly’s vision for scalable growth at Everstage

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Kelly McGuire : https://www.linkedin.com/in/kellymcguire22/

👉 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, customer success metrics, sales compensation, EverStage, customer journey, sales ops, rev ops, revenue goals, customer outcomes

______________________

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

Rimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture.

Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace.

Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.

Timestamps

00:00 - Preview & Intros

01:35- Overview of Eightfold.ai

04:30 - AI in Talent Management

08:00 - Rimple’s Journey, Career Path & Industry Experience

17:43 - Challenges & Insights from Her Role as CCO

20:03 - Evaluating Leadership, Talent, and Cultural Shifts

21:05 - Building a Customer-First Value System

22:09 - Team Principles & Leadership Accountability

28:50 - Customer Segmentation & Health Assessment Strategies

31:13 - Revamping Customer Health Assessment

33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar

___________________________

👉 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

Rimple Patel https://www.linkedin.com/in/rimpledpatel/

👉 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

Lawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relationships and innovative approaches.

Timestamps

0:00 - Preview, Music Nerds Unite, LinkedIn & Intro

8:30 - GLMx, its services

12:28 - Lawrence's new role at GLMx, team dynamics and culture

15:08 - Lawrence's experience hunting a job

19:00 - The first 100 days

23:10 - Building trust and buy-in

31:45 - Pleasant surprises and operational challenges

38:23 - Transitioning from learning to executing

___________________________

👉 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

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 at⁠https://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

Andrei Negrau, CEO of Siena AI, and Chad Horenfeldt, VP of CS at Siena AI, join Jenny Calvert and Josh Schachter to discuss the intricacies of maintaining brand voice integrity in AI-driven interactions, the company's strategic focus on net dollar retention, and the unique challenges and opportunities of AI’s transformative role in e-commerce. Plus, learn how companies can leverage tools like UpdateAI to capture real-time customer insights and drive strategic growth.

Timestamps

0:00 - Preview & Introductions

7:01 - The Concept of Empathic AI

11:20 - Working at Startups vs. Larger Companies

14:30 - Aligning Company and Team Goals for Customer Success

17:18 - Siena’s Customer Experience Strategy for 2025

24:14 - Using UpdateAI’s Frameworks to Score Customer Experience

28:03 - Facilitating Better Cross-Functional Alignment

___________________________

👉 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

Andrei Negrau :https://www.linkedin.com/in/negrau/

Chad Horenfeldt :https://www.linkedin.com/in/chadhorenfeldt/

👉 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 at⁠https://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

Join Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer.

Discover how these twin powers under the Thoma Bravo banner are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights.

Timestamps

0:00 - Preview, BS & Intros

2:49 - Thoma Bravo and merger discussion

6:04 - Team dynamics post-merger

8:00 - Introduction to Opexus and Casepoint

11:53 - The curiosity post-merger and job security

14:43 - Engagement models and customer-centricity

22:17 - Bonnye's strategy & approach to CS

___________________________

👉 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

Bonnye Hart:https://www.linkedin.com/in/bonnye/

👉 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, Opexus and Casepoint merger, Thoma Bravo, merger, customer success, Vista private equity, GovDelivery, private equity investment, product adoption, customer engagement, customer services qualified leads, customer journey, customer satisfaction, sales interlock, , customer centricity, change management, organizational merger, 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

Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction.

Timestamps

0:00 – Preview & Intros

4:10 – Priorities for 2025

7:07 – Rules of the Road

8:40 – The #1 Rule of the Road

11:23 – Collaboration with Internal Teams

13:00 – Showing Up with a Point of View & Being Engaged

15:37 – Identifying and Hiring Potential Candidates

17:20 – "The Best in the Universe"

21:37 – Amy's Experience at the CS100 Conference

23:40 – Personal Branding and 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

Amy O.: https://www.linkedin.com/in/amy-oilman/

👉 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, customer success, customer success team, customer empathy, conversational AI, rules of the road, customer satisfaction, customer retention, customer expansion, Salesforce, Google, customer relationships, CS leader, Conversica, CS priorities, customer experience, retention strategies, customer advocacy, customer insights, collaboration, internal teams, customer empathy, customer journey, customer feedback

______________________

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.

Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base.

Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers.

Christine also highlights her team’s excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships and driving business growth.

Timestamps

0:00 - Preview & Intros

3:00 - Christine's Career Evolution

4:15 - Formation of the Strategy and Enablement Group

11:00 - Team Structure & Implementation

12: 19 - Hiring Plans & Profiles

13:40 - Expectations from CSMs

17:40 - Diverse challenges due to multiple products and systems

20:51 - Team Sentiment and Engagement

___________________________

👉 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

Christine Boermeester: https://www.linkedin.com/in/christine-boermeester-9315472/

👉 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, Unchurned, customer relationships, Deltek, enterprise software, information solutions, customer care, customer support, customer success, strategy and enablement, digital content management, customer enablement group, customer experience, customer engagement, customer success manager, renewals, digital segment, account management

______________________

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

Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development.

She also shares the challenges and successes she faced while prioritizing customer needs. This episode is a must-listen for anyone looking to understand how leading SaaS companies can effectively harness customer feedback to drive innovation and achieve sustained growth.

Timestamps

0:00 - Preview & Intros

4:11 - Leah's role and background

10:40 - Evolution of Voice of the Customer at Monday.com

16:30 - Aligning sales, CS, and product teams

19:20 - Handling Customer Feedback

26:40 - Closing the loop on customer requests

27:45 - Differences in expectations between product and client-facing teams

28:40 - Balancing client requests with product innovation

33:45 - Steps to improve VOC systems

___________________________

👉 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

Leah Bauman: https://www.linkedin.com/in/leah-bauman-670ba615/

👉 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, Unchurned podcast, Leah Bauman, UpdateAI, enterprise product alignment, product feedback, product roadmap, client expectations, voice of the customer, product management, SaaS, customer centricity, Monday.com, work management platform, client-facing teams, customer success, sales, customer insights, VOC culture, customer feedback, product innovation, product design, client personas, customer relationship, cross-functional collaboration, hackathon, product features, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics

______________________

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 (CCO, ClientSuccess)⁠⁠, ⁠⁠Jon Johnson(Principal CSM, Key Accounts at UserTesting)⁠⁠ & ⁠⁠Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year.

Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they’re observing, and reflect on the evolution of customer success and account management and the ongoing merger of these roles.

Timestamps

0:00 - Preview, BS & Intros

5:44 - Are CS leaders transitioning to account management roles?

9:00 - Redesigning compensation models to align CS with revenue activities

14:50 - Problems with current data management practices

25:18 - Predictions for 2025

28:52 - LinkedIn algorithm, AI content, and Social Media Behavior

36:08 - Need for a defined strategy and long-term planning

39:30 - Pressure on CS to demonstrate quick impact and results

___________________________

👉 Follow the podcast

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

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

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

👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

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

👉 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

Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions.

Timestamps

0:00 - Preview

1:00 - Meet Colin Murphy and overview of BMC Software

6:30 - Customer Success at BMC Software

11:35 - Core objectives of CS

13:13 - BMC's Growth Priorities

15:01 - Engagement framework, tracking & adoption reviews

21:30 - Vision and Objectives for 2025

24:40 - Use of AI in CS and Tech Support

___________________________

👉 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

Colin Murphy: https://www.linkedin.com/in/colinmurphy-techoperatingexecutive/

👉 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 management, risk mitigation, adoption maturity, expansion, gross retention rate, GRR, customer engagement, adoption assessment, adoption review, success plan, executive touchpoints, executive customer engagement, customer experience, 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

______________________

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

Emily McIlwain, Director of Customer Success at Exo, joins the hosts ⁠⁠Jon Johnson, Principal CSM at User Testing⁠⁠ , and ⁠⁠Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup.

Timestamps

0:00 - Preview

1:36 - Josh is engaged

2:50 - Exo- Overview, Products and Mission

15:00 - Importance of process documentation and improvement

17:15 - Challenges of automating processes and maintaining clear communication

20:12 - Setting realistic expectations for new implementations and product shifts

___________________________

👉 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 Emily McIlwain: https://www.linkedin.com/in/emilymcilwain/

👉 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

Margaret Wise, Chief Revenue Officer at ActiveProspect joins ⁠⁠Josh Schachter⁠⁠, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth.

Timestamps

0:00 - Preview & Intros

1:36 - Overview of ActiveProspect

5:07 - Margaret’s career progression, key learnings and insights

8:12 - Compensation & Incentives to acquire the right customers

12:34 - Implementing smooth transitions between sales and customer success teams

17:50 - Utilization of AI and Technology Enablement

___________________________

👉 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

Margaret Wise: https://www.linkedin.com/in/mgtwise/

👉 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

Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins ⁠⁠Josh Schachter, Founder & CEO of UpdateAI⁠⁠. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time, and navigating the complexities of global growth. The episode also explores the integration of AlphaSense's recent acquisition and the importance of digital success in reaching diverse personas.

Timestamps

0:00 - Preview & Intros

1:51- Overview of AlphaSense

6:35 - Value is greater than price

8:42 - Onboarding is an experience

9:55 - Aligning services and solutions to customer requirements

14:25 - Acquisition & Integration

19:20 - Tailoring Digital Success approaches based on customer profiles

25:02 - Hiring Alert

___________________________

👉 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

Sam Slevin: https://www.linkedin.com/in/sam-slevin-9b2ba21b/

👉 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

Tatiana Ferreira (CCO, Launchmetrics) joins the hosts ⁠⁠Kristi Faltorusso (CCO, Client Success)⁠⁠, ⁠⁠Jon Johnson (Principal CSM, User Testing)⁠⁠ & ⁠⁠Josh Schachter⁠⁠ (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM models, the emerging role of AI in predicting risk within customer success, the balance between specialized and generalized customer support, and the imperative of clear communication during organizational changes.

Timestamps

0:00 - Preview, BS, Intros

3:50 - Overview of Launchmetrics

9:20 - Aligning motivations & communicating post-merger integration

13:26 - OKRs and employee engagement

15:50 - Mixed roles in CS and professional services

18:27 - Challenges in customer interaction and communication clarity

25:00 - Automation and tech stack

27:35 - Enablement and evolving skill sets for CSMs

30:00 - Need for understanding data and being proactive

___________________________

👉 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

Tatiana Ferreira: https://www.linkedin.com/in/tatianarferreira/

👉 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

Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability.

Timestamps:

0:00 - Preview, BS, & Intros

2:00 - Forter's services and impact

7:35 - Ozge's role in hiring and facilitating career transitions

12:51 - The downside of focusing solely on churn

17:25 - Cross-segment strategies and mindset shifts

20:15 - Establishing and managing a churn budget

28:30 - Tackling the "happy ears" problem

35:43 - Prioritizing customer signals

38:40 - Planning for the new year and beyond

___________________________

👉 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

Ozge Ozcan: https://www.linkedin.com/in/ozgetuncel/

👉 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, Ozge Ozcan, Forter, e-commerce fraud prevention, customer experience optimization, discount misuse, enterprise customer strategy, churn management, customer retention, revenue growth, expansion opportunities, cross-segment strategies, headcount planning, Calendar detox, executive check-ins, net revenue retention (NRR), churn budget, mild-market churn, SMB churn, discount management, product investment, customer service mindset.

______________________

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 (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

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

Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also sheds light on Crunchbase's strategic partnership with Perplexity, how they enhanced customer onboarding with automated processes, and their plans for 2025.

Timestamps

0:00 - Preview,

1:15 - Meet Aanal Patel, Senior Customer Success Director at Crunchbase

1:47 - Overview of Crunchbase

4:40 - Using internal data for prediction and risk mitigation

7:37 - Team structure & current hiring

9:28 - Team downsizing and adaptation

13:15 - Implementing an automated onboarding process

16:30 - Strategy to ensure a positive customer experience

20:22 - Celebrating milestones with customers

22:18 - Plans for 2025

25:08 - Accessibility of AI-driven insights

28:00 - Partnership with Perplexity to integrate Crunchbase 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

Aanal Patel: https://www.linkedin.com/in/patelaanal/

👉 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, Senior Customer Success Director, Crunchbase, historical insights, predictive insights, growth insights, funding predictions, market researchers, lead scores, churn risks, customer-driven approach, high-growth companies, renewals, July 2023 downsizing Crunchbase, knowledge training tutorials, automated onboarding, AI search feature, Crunchbase and Perplexity partnership, 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

Paul Staelin, CCO at Vercel joins ⁠⁠Josh Schachter⁠⁠, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs.

Timestamps

0:00 - Preview & Intros

9:00 - Strive for efficiency and effective customer retention

11:15 - Tactics and Strategies for Net Dollar Retention (NDR)

13:10 - Implementing Executive Business Reviews, not Quarterly Business Reviews

15:15 - AI integration in customer support

17:35 - Solutions evolve; enterprise software is often a demo.

___________________________

👉 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

Paul Staelin: https://www.linkedin.com/in/paulstaelin/

👉 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, Unchurned, podcast, Josh Schachter, Paul Staelin, Vercel, chief customer officer, customer success, product led growth.

______________________

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 episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value.

We also look at how Rohan assembled a personal adviser network to stay updated on industry trends and build a knowledgeable team. He emphasizes hiring motivated individuals, fostering a diverse team with complementary skills, and creating a strong company culture that adapts to remote and hybrid work environments.

Timestamps

0:00 - Preview & Intros

7:13 - Understanding customer needs and delivering value

15:15 - Managing growth through culture and employee motivation

21:20 - Managing post-sales success as a CRO

24:26 - Communication gap between teams

29:07 - Gathering the voice 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

Rohan Shah: https://www.linkedin.com/in/rohanshah8/

👉 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, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, customer needs, generate revenue, customer pain points, delivering value, end consumers, UpdateAI, CS teams, knowledge management, managing employees, leadership, remote work, hybrid work environment, relationship building, customer trust, customer service, consumption-based revenue model

______________________

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

Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds light on her transition from sales to customer success, sharing the challenges and insights she’s gathered along the way.

Timestamps

0:00 - Preview, BS, distracted driving & intros

14:10 - Nicole shares her company's goals & hurdles

20:25 - KPIs for CSMs

23:00 - Should CS offer support for renewals?

26:05 - Focusing on net new revenue & current revenue

29:20 - We are all revenue, we are all gonna win

30:05 - CS & Sales 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

Nicole Guarino: https://www.linkedin.com/in/nicole-guarino-15a6468/

👉 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, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, Enterprise client relationships, Telematics, Distracted driving, Safe driving habits, Technical account management, Usage-based insurance, Cambridge Mobile Telematics.

______________________

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

Brian Weinberger, CRO at Sisense, joins the host, Josh Schachter, Founder and CEO at UpdateAI, to discuss the gap between sales and post-sales with actionable insights and lessons from his experience. He also shares insights into his dual focus on sales and customer success and emphasizes the importance of creating long-term customer relationships.

How Crucial Are CSMs in Empowering Sales Success?

Timestamps

0:00 - Preview

0:40 - Meet Brian Weinberger, CRO at Sisense

9:00 - Breaking down silos between sales and CS teams

11:07 - Brian's transition to CRO

12:28 - Land with a plan

16:30 - Role of CS as a champion for the customer

18:25 - Challenges and solutions in integrating sales and CS

24:46 - AI as an Enablement Tool

___________________________

👉 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 Weinberger: https://www.linkedin.com/in/brianweinberger/

👉 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

Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health.

Timestamps

0:00 - Preview, Halloween & Intros

7:30 - Customer Success at Komodo Health

10:28 - KPIs for customer success at Komodo

12:00 - Plans and Priorities for the Q4

13:22 - Focusing on separating support from CS activities

16:03 - Managing expectations around promotions

20:06 - Navigating career growth

23:50 - Cross-functional Collaboration and Tools for knowledge sharing

___________________________

👉 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 Tsui: https://www.linkedin.com/in/racheltsui

👉 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, healthcare map, health data, AI, big data, Komodo Health, customer success, net dollar retention, CSM, customer engagement, healthcare platform, data platform, CS team, account management, product utilization, strategic initiatives, executive relationships, customer influence, renewal rate, Gainsight, CRM, AMs (Account Managers), team structure.

______________________

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

Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide actionable strategies for building long-term executive relationships.

Timestamps

0:00 - Preview, BS & Intros

8:53 - Stepping in to level up CS initiatives

12:29 - Customer feedback & internal data

15:40 - Service Levels for different customers

18:40 - Ongoing process of cultivating successful business partnerships

22:20 - Difficulties CSMs face in getting CEO attention

25:20 - Strategies to get the executive buy-in to facilitate customer interactions

28:10 - Importance of multithreading approach

29:00 - Setting realistic expectations for executive relationship-building

31:27 - Communicating the importance of tracking & maintaining 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 Reanna Dempsey : https://www.linkedin.com/in/reanna-dempsey-9402076/

👉 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, Unanet, CRM solutions for project-based businesses, Customer success strategies, Team growth in customer success, Transforming customer success roles, Stakeholder engagement ratings, Quarterly and annual executive engagements, Data accessibility challenges, Product certification gaps, Customer feedback in product offerings, Customer Success Managers (CSMs), Executive buy-in, client touchpoints.

______________________

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.

#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.

#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.

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

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👉 Follow the podcast

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

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

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

👉 Connect with 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

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

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👉 Follow the podcast

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

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

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

👉 Connect with 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.

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the - Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customers Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.

Timestamps

0:00 - Preview, BS, & Meet Seth Terbeek

4:05 - Effectiveness of phone calls and texting in a business setting

7:06 - What is Customer Transformation?

11:40 - Creating a customer transformation department to increase renewal dollars

16:40 - Sharing customer information cross-functionally and centralizing information

20:44 - the need for focusing on managing accounts and addressing friction separately

26:46 - Finding the right customer experience balance

30:00 - Customer Transformation Goals 2024

32:36 - Change management and training for using Plan Hat effectively

34:10 - Plan Hat coffee and its Swedish origins

36:46 - Failing forward, creating safe spaces, and customer-centric thinking

41:30 - Recognizing areas for improvement, & customer journey map

47:06 - CS Meetup, London

48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop

50:30 - 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 Seth Terbeek: https://www.linkedin.com/in/sethterbeek/ 👉 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.

Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values.

Timestamps

0:00 - Preview & Intros

2:25 - Advice from LinkedIn posts lacks validation

9:00 - Leadership demands constant work and willingness to upskill

12:08 - CSMs should not learn to talk to C-level executives

18:30 - Setting up fair expectations for customer success

20:16 - Engaging with executives

25:30 - Engaging as a subject matter expert

30:00 - Evaluating success in a career role

35:50 - Importance of open conversations with managers about career aspirations

40:15 - Identifying culture-fit at an org

49:05 - Closing ___________________________ #updateai #customersuccess #saas #business

___________________________ 👉 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 Mike Sasaki - ⁠https://www.linkedin.com/in/sasakimike/ 👉 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.

#updateai #customersuccess #saas #business Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business

___________________________ 👉 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 Michael Forney - https://www.linkedin.com/in/michael-forney/ Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/ 👉 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.