Unchurned: Recent Episodes
Josh Schachter - UpdateAI
Undoubtedly, customer success is the best business strategy of all time. And so the Unchurned podcast brings to you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. With each episode, Josh Schachter, uncovers the secrets from top leaders and innovators of companies so that you can advance your own career, the performance of your customer success team, and skyrocket customer retention. Unchurned is presented by UpdateAI - https://update.ai/
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
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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
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/
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Keywords:
How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager, SearchSpring, Customer Success Managers,CS100 event
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Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
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:
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Understanding customer life cycles is essential for effective engagement.
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Constraints can drive innovation within customer success strategies.
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Structured communication and targeted plays fuel upselling and retention.
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Predictive analytics and AI are transforming customer health insights.
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Ongoing education and certification are vital for CSM effectiveness.
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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
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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
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
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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
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
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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
Julio Franco: https://www.linkedin.com/in/juliocfranco/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
_____________________________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
updateai #customersuccess #saas #business
Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more.
Timestamps
0:00 - Preview, BS & Intros
- Biggest challenges faced by companies
12:36 - Ben's contribution to CS
22:30 - Navigating a career shift
23:45 - Josh & Kristi discuss grades
26:05 - What's up with CS & SaaS?
28:00 - Dating stories & apps
36:15 - The AI buzz in CS
40:56 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Ben Winn: https://www.linkedin.com/in/benwinn/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
____________________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more.
Timestamps
0:00 - Preview, BS & Intros
4:57 - Practically implementing concepts and frameworks
8:50 - Put the customer first
10:00 - We need emotional intelligence in CS
13:03 - Tracking actions vs real outcomes
16:18 - Tracking metrics that matter
19:27 - Trust, Journey Map, & Clean Data
31:40 - The correlation of CS, Product & Marketing
34:10 - Central CSM
35:35 - Consolidation and management of SaaS applications
39:10 - Validating project success
46:00 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Alex Turkovic: https://www.linkedin.com/in/alexturkovic/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
updateai #customersuccess #saas #business
Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee experience, the value of customer success in the tech industry, and the significance of taking a break to recalibrate.
Timestamp:
0:00 - Preview, Intros & BS
5:50 - Reflect, Recalibrate & Refuel
13:00 - Perfection isn't a reality
17:08 - People. Process. Product
18:20 - Employee onboarding is broken
23:03 - Happy CSMs Happy Customers
25:00 - What should employee onboarding look like?
30:20 - Tools for onboarding employees
39:20 - BS & Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Paulina Staszuk: https://www.linkedin.com/in/paulinastaszuk
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
________________
Keywords:
new employees, customer success, CS motion, onboarding, structured onboarding, customer relationships, employee experience, Slack, Notion, Loom, GIF creators, Clockwise app, work relationship, support tickets, remote work, AI-based support, NPS scores, customer experience
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
updateai #customersuccess #saas #business
Customer success roles fall short of true value creation.
The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability.
It's time to rethink and reinvent the essence of customer success.
Aaron Thompson, CRO, SuccessHACKER, joins our hosts, Josh Schachter, Kristi Faltorusso & Jon Johnson to discuss the need for a crucial shift in the customer success model from being a cost center to a revenue driver. Aaron brings a wealth of experience and a fresh perspective, discussing the impact of tracking post-sale activities, aligning team incentives, and the challenges of transitioning from a "sales-led" to a "revenue-led" organization and the essential role of renewals, expansions, and customer retention in driving revenue growth.
Timestamps
0:00 - Preview, BS & Intro
6:12 - Revenue Acquisition Cost
14:39 - Tracking & calculating costs
18:00 - Revenue is cheap to lose, expensive to maintain
26:55 - Focus on being revenue-led
30:04 - Rewiring to become customer-centric
35:50 - The starting point to being customer-centric as an individual contributor
43:05 - CSMs need to have a revenue-focused mindset
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Aaron Thompson: https://www.linkedin.com/in/athomps/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
________________
Keywords:
Customer success, Revenue-led growth, Success criteria, Renewals, Customer retention, Revenue growth, customer centricity, Revenue acquisition cost, Cross-sell, Upsell, Customer-centric approaches, Recurring revenue approaches, Customer success managers, Revenue-based accountability, Customer-driven revenue, Predictable renewals, Additional revenue opportunities, Success planning, Onboarding process, Client success tools, Business growth strategy, Customer expectations
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
updateai #customersuccess #saas #business
Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and practical strategies for achieving customer success metrics.
Timestamp
0:00 - Preview & Intro
7:50 - Human touch in the AI world
13:10 - Using AI for CS insights
22:30 - Challenges for integrating tools & systems
25:53 - How does leadership evaluate CSMs
29:47 - Automating customer onboarding
33:40 - Enhancing productivity & generating value using AI
39:44 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Michael Forney: https://www.linkedin.com/in/michael-forney/
Sam Loveland: https://www.linkedin.com/in/sam-loveland-b19775/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
updateai #customersuccess #saas #business
Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his insights on the shortcomings of traditional customer success platforms, the generational shift in technology adoption, and the evolving role of customer success teams in leveraging data insights for strategic decision-making.
Timestamps:
0:00 - Preview
1:56 - BS & Intros
7:20 - Overlap of Cybersecurity & CS
11:54 - 80% of AI is Getting Data in the Right Format
18:52 - Business Intelligence for CS Teams
20:30 - Do CSMs Need a Data Mindset?
22:45 - Pendo Isn't Designed for CSMs
26:40 - Importance of Understanding Personas
28:40 - Good Food. Good Business. Good Life.
34:34 - Do Traditional CS Platforms Solve Real Problems?
46:46 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Alok Shukla: https://www.linkedin.com/in/akshukla/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
________________
Keywords:
How to keep your customers happy , customer success manager, customer support, customer success management, Customer Success Manager role, Pendo, FunnelStory, Data mindset, Customer success platforms, Alok Sharma, customer progression, technology adoption, cybersecurity, big data analysis, human interactions, behavioral insights, business intelligence, data mindset, customer relationships, in-person meetings, post-COVID era
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss:
0:00 - Meet Nick & how health scores help predict customer churn risk
7:00 - Working at LinkedIn inspired Nick's startup journey
13:03 - Nick's experience as an immigrant
17:45 - The role of core values in guiding operations and solving conflicts
23:10 - Finding early customers who understand the startup mentality
26:00 - Using data-driven content can enable scaling
updateai #customersuccess #saas #business
👉 Follow the podcast
Youtube: https://youtu.be/JprAz-o-dWk
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
👉 Connect with the guest
Nikola Mijic: https://www.linkedin.com/in/nikola-mijic-9012201b/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
______________________
Unchurned is presented by UpdateAI
About UpdateAI
At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.
updateai #customersuccess #saas #business
John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospects, and the excitement around AI advancements.
Timestamps
0:00 - Preview, Intros & Leading an Ice Hockey team
9:15 - Playing with the winning team
15:02 - Creating a venture firm for post-logo entrepreneur support
20:10 - Investment thesis
24:44 - Investing in Loamy
30:25 - CS Meetup
35:20 - The future of work with AI
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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
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 UpdateAIAt 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 UpdateAIAbout UpdateAIAt 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 consolidationGet 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=sharedApple 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 guestNic Mehta: https://www.linkedin.com/in/nickmehta/
👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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=sharedApple 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 guestEmily Lockhart: https://www.linkedin.com/in/emilyclockhart/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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 customersSeth 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=sharedApple 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 guestSeth Terbeek: https://www.linkedin.com/in/sethterbeek/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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=sharedApple 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 guestMike Sasaki - https://www.linkedin.com/in/sasakimike/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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&ATimestamps0:00 - Preview1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely8:35 - Challenges in cross-function collaboration10:58 - Challenges dealing with churn, employee turnover16:50 - Kristi shares the benefits of re-onboarding & strategies around it22:50 - Alex shares his perspective on onboarding & non-regretted churn24:35 - How you can tactically be customer-centric28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams40:22 - Alex shares about transitioning to an enterprise value selling motion44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans50:43 - Closing___________________________#updateai #customersuccess #saas #business
___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple 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 guestMichael Forney - https://www.linkedin.com/in/michael-forney/Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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.
Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company's business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.
Jonathan Corbin, former Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about
- How Hubspot identifies different categories of customers
- Engaging and nurturing relationships to deliver a great customer experience
- Team segmentation & secrets to the motivating and progressive culture at Hubspot
- Aligning cross-functionality in team
“Providing customers a delightful experience is deliberate, it doesn’t happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That’s NOT true." - Jonathan Corbin
Timestamps
0:00- Preview & Intro
2:30 - HubSpot, as a holistic solution for GTM teams
4:27 - Fostering relations with customers across different segments
11:00 - Maintaining company culture
17:00 - Using Hubspot internally
19:00 - Aligning teams cross-functionally 29:42 - Closing
updateai #customersuccess #saas #business
___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple 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 guestJonathan Corbin: https://www.linkedin.com/in/jcorbin01/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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
Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell.
Timestamps
0:00 - Preview
1:20 - Josh forgets to record, Mickey joins Restaurant365
7:32 - Meet Kris
8:49 - Is having CS report to the CRO a good idea?
11:22 - Commisioning CSMs for retentions and upsells
14:14 - What does a CS Ops analyst do?
18:35 - Managing a team of 260 CSMs
21:10 - Ensuring customer enablement and engagement
25:00 - Kris rehired and outsourced work to former employees during Covid-19
30:05 - How does this outsourcing work at Restaurant365?
32:20 - Focus on Minimizing Customer Turnover and Payroll
35:00 - AI in CS
38:50 - Benchmarking customers against their competitors
42:00 - Closing___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestKris Sundberg: https://www.linkedin.com/in/kriswithak/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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.
Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to explore the challenges and strategies in articulating and delivering value to customers.
Timestamps
0:00 - Preview
0:58 - BS & Intros
3:30 - How does a CCO work with customers?
4:40 - Where is Kate Middleton?
7:00 - Making the customer a success
9:00 - Articulating the value of the product to customers
13:50 - Planning customer success, measuring and assessing data
16:45 - Collecting customer data to create solid foundations
18:35 - How to use AI for customer insights & recommendations
23:15 - Best conversations for customers' success & technical success
25:40 - How to build a scalable customer success process for small businesses?
30:15 - CS This or That
32:14 - CSMs spent 33% of their time on preparing and follow-ups
36:05 - How can CSMs track and enforce product adoption?
39:50 - The future of CS
44:25 - Closing
___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestElisabeth Zornes: https://www.linkedin.com/in/elisabethzornes/
👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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.
Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS.
Timestamps
0:00 - Preview
1:22 - BS & Intros
3:22 - Meet Jill
4:50 - Merger of Totango & Catalyst
5:55 - Josh pokes fun at Jon
7:53 - Do less, better together
11:53 - Communicating customer requirements to the product team
14:55 - One-to-many high tough digital CS
16:45 - Technical investigations team saves CSMs from burnouts
21:21 - Here's what CSMs need to focus on
23:30 - Meeting customers in-person
32:15 - Rotating leaders to understand customer needs better
35:43 - Benefits of having a support leader doing customer education
39:30 - Jill's experience executing the rotation
45:17 - Closing
___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestJill Sawatzky: https://www.linkedin.com/in/jillsawatzky/
👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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 #businessSarah Parker, SVP, Global Customer Success at BetterUp joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.Timestamps0:00 - Preview1:02 - Josh's childhood bedroom & Men need pillows2:36 - Wish Jon a Happy Birthday!4:15 - Meet Sarah Parker & Learn about BetterUp6:42 - How coaching equips leaders to navigate challenges10:30 - Challenges at BetterUp13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS18:18 - Services offered by BetterUp22:04 - Mindset transition from a service provider to a partner25:15 - Augmenting CSMs & enabling customers as platform owners29:10 - High demand for low-touch models faces resistance.31:45 - Articulating worth for maximizing impact33:54 - CSMs are trained to be a superhero35:33 - Transitioning from UiPath to BetterUp was personal37:35 - Wrap up!___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestSarah Parker: https://www.linkedin.com/in/sarahkparker/👉 Connect with hostsJon 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 UpdateAIAbout UpdateAIAt 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.
Unchurned is presented by UpdateAICarie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more.
Timestamps
0:00 - Preview
1:17 - Weekend Highlights & Intros
4:46 - Tech landscape in Atlanta
7:03 - Popmenu
9:45 - Listening Strategy & Customer Feedback
11:55 - Kristi's obsession with consultants
13:10 - Consulting mindset for problem-solving and success
17:00 - 3 skills Carie picked up from her time in consulting
19:05 - Feedback on customer requests vs. software innovation
21:50 - Balancing leadership and contact with individual contributors & customers
24:55 - Setting up governance models
26:50 - Gaining insights from skip-level meetings
28:22 - Dealing with the conflicting perspectives of employees and customers
29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce
34:50 - Kristi's She's So Suite Podcast
39:20 - Forming a CS team to manage your customer base
43:35 - Customer Success Roles and Responsibilities
45:00 - The interplay between Account Managers and Customer Success Managers
47:00 - Closing___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestCarie Buchanan: https://www.linkedin.com/in/cariebuchanan/👉 Connect with hostsJon 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.
________________Keywords: How to keep your customers happy customer success managercustomer supportcustomer success managementCustomer Success Manager rolehiring tips for customer successcustomer success engineercustomer success marketingconsulting and customer success______________________About UpdateAIAt 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.
Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia.
Timestamps0:00 - Preview0:58 - Intros & BS4:40 - Arbor Education 8:45 - Zoe's Journey from Education to EdTech13:19 - Transforming Education System with Tech16:35 - Ensuring Product Adoption22:37 - Account Management isn't easy 23:50 - Building a Discrete Customer Success Team27:07 - The Cost of Neglecting Customer Success30:30 - Distributing Team Functions Amid Growth Challenges33:45 - Before you build a CS Team35:00 - Account management team may lose customer contact37:42 - Closing___________________________👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=sharedApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestZoe Marshall: https://www.linkedin.com/in/zoe-marshall-54274261/
Arbor Education: https://arbor-education.com/👉 Connect with hostsJon 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.
________________Keywords: account management, account management best practices, account management skills, strategic account management, account management tips, key account management best practices, How to keep your customers happy, customer success manager, customer support, customer success management,customer success manager role#updateai #customersuccess #saas #business______________________UpdateAI presents UnchurnedAbout UpdateAIAt 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 #businessJess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.Timestamps0:00 - Preview1:10 - Kristi's new podcast - She's So Suite3:46 - Meet Jess Cohen4:31 - Jess wanted to become an astronaut!6:10 - Learning the purpose of life7:09 - Jon learns about stars and space from TikTok10:28 - Kristi's training for a marathon11:15 - CSMs influence customer behavior 11:55 -Not all who wander are lost16:15 - You'll love the CCO Club workshop in Boston21:35 - Should you voice your opinions?26:38 - Influencing customer behavior change31:42 - Breaking into CS32:10 - Jon can't decode Slack emojis34:42 - Kristi hates Slack35:50 - Slack as a productivity tool [Slack + CS = Magic]40:22 - Front-facing adoptive engineer42:30 - What does success look like as a CSM for Jess?44:40 - Josh loves structure46:15 - Wrapping up___________________________👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWkApple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestJess Cohen: https://www.linkedin.com/in/jessicalaurencohen/👉 Connect with hostsJon 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.
________________Keywords: How to keep your customers happy customer success managercustomer supportCustomer Success Manager rolecustomer success engineer______________________Unchurned is presented by UpdateAIAbout UpdateAIAt 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
Ryan Seams, Head of Customer Success at Assembly AI joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more.
Timestamps
0:00 - Preview
1:01 - Meet our hosts
1:48 - Meet Ryan Seams
4:50 - Dissecting the title - "Head of Customer Success"
6:06 - Ryan's Wall of "You Are Here" Starbucks mugs
15:01 - What does Assembly AI do?
18:50 - The hunger to embrace chaos for growth
22:33 - CSMs as strategic partners to drive value
25:31 - How to avoid customer success from becoming customer support?
26:46 - Meet your customers where they are at
32:55 - Allocating time on the tasks that matter
37:20 - Customer success needs different skills at different organizations
40:45 - Importance of using consistent customer segmentation in your organizations
43:00 - AI's indeterminacy challenges customer success
45:05 - Learning & contributing to CS
47:45 - 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
Ryan Seams: https://www.linkedin.com/in/ryanseams/
👉 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.
___________________
Keywords:
customer segmentation
customer loyalty
b2b customer segmentation
customer churn
customer profiling
behavioral segmentation
how to use customer segmentation
demographic segmentation
customer analytics
customer segmentation analytics
types of customer segmentation
how to do customer segmentation
customer segmentation marketing
what is customer segmentation
customer segmentation with a.i
customer segmentation meaning
______________________
updateai #customersuccess #saas #business
Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.
Timestamps
0:00 - Preview
0:36 - BS & Intros
4:04 - Meet Szuyin
6:08 - Need for GDPR rules
8:25 - Kristi is not friends with Josh
8:55 - CS & CS tool stack at Transcend
13:51 - Hiring a CSM for renewals
17:45 - Kristi is insecure about not having a consulting background
25:41 - Pick a leader, not a job
26:54 - Identifying superpowers
28:50 - You don't need a CS background32:10 - Szuyin's husband is a YouTuber.
34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience
___________________________
👉 Connect with the guestSzuyin Leow: https://www.linkedin.com/in/szuyinleow/
👉 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:
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
consulting and customer success
experience versus expertise
Paul Holder, CEO of OnRamp, joins the hosts Kristi Faltorusso, Mickey Powell, Jon Johnson & Josh Schachter.
They discuss how OnRamp is designed to streamline the onboarding process for customers.
The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue.
From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision.
Timestamps0:00 - Preview
1:07 - Welcome to The Pantless Podcast
2:43 - Meet our hosts
4:58 - Bid Adieu Mickey!
9:42 - Josh & Kristi argue about the right way to introduce guests
11:30 - Meet Paul Holder
12:22 - The onboarding tool stack can be chaotic
16:41 - OnRamp is not just another onboarding platform
20:14 - Leading the CS Team at Troops
22:53 - Jon takes center stage
23:39 - How can CSMs ensure growth & retention
25:55 - Kristi is ambitious
26:38 - Practicing customer obsession
30:18 - How can CSMs become irreplaceable?
32:28 - Transitioning as a Co-Founder
34:39 - Banter & Closing
👉 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
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/Y8B6do0iado
Tired of answering the same customer queries over and over again? How about cloning yourself?
Let's hear from our guest, Bethany Stachenfeld, Co-founder & CEO of Sendspark, about scaling personal touch with AI.
Timestamps
0:00 - Preview & BS
3:13 - Meet our Guest
4:23 - Sendspark
6:50 - Personal touch at scale with AI
14:01 - Drive behavior change - 3x engagement on your emails with video
23:41 - Future of AI Automation
25:25 - Adapt or Die
29:15 - check out
30:20 - CS over Sales?
36:03 - Leading a startup
37:50 - Let's wish Bethany a happy birthday
Sendspark is a platform that helps Customer Success (CS) and sales teams connect with customers using AI-personalized videos at scale
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
As the GM, of EMEA at Quiq, Ejieme, our guest on this episode leads the growth and expansion, while also serving as the executive sponsor of the culture committee. She is also the founder of Success in Black, an award-winning platform to advance diversity, equity, and inclusion in customer success. She is also an active angel investor and advisor to various pre-seed and seed-stage companies across different sectors.
Timestamps
0:00 - Preview
1:43 - Jon goofs up intros
5:14 - Meet our guest
7:25 - We didn't meet at Pulse
8:50 - Ejieme shares about Success In Black
15:26 - Sign up for Success in Black
18:50 - Ejieme shares insights about Quiq
23:29 - Kristi is launching a new show
24:10 - Ejieme's career in consulting
26:47 - Customer experience in the NY Times
29:12 - Stepping into the role of VP of CS with no CS background
30:19 - Building a CS Team at Snaps & addressing challenges
35:58 - Merger of Snaps with Quiq
39:45 - How being in CS has turned out to be valuable for Ejieme's role as a GM
46:45 - Challenges of being a GM with a CS background
48:05 - Ejieme's plans for the future
Connect with Ejieme: https://www.linkedin.com/in/ejieme/details/experience/
Sign up for Success In Black: https://www.successinblack.co/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
We are heading in 2024!
In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024. 00:00 - Preview & Intro
01:08 - Jon is sensitive about his music
08:16 - Everyone shares their lows and highs of 2023
20:50 - Kristi & Jon predict the decline of generalist CSMs, Mickey disagrees Merry Christmas & a Happy New Year!
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/jHrl8ZBNhyI
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/f21ShT6YZA0?feature=shared
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
Wouldn't life become a breeze if renewals could be automated?
Well, Renewtrak does just that!
Mathew Cagney joins Kristi Faltorusso, Jon Johnson & Josh Schachter and they discuss
- Focusing on renewals
- How Renewtrak works
- What's up with renewals?
- Justifying revenues
- Predicting the likelihood of churn
- Integrating Renewtrak with other systems
- Birth of Renewtrak
- The CS team at Renewtrak
Connect with Mathew: https://www.linkedin.com/in/mathewcagney/
Checkout Renewtrak: https://www.renewtrak.com/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/N22Id931Tb4
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
The role of the customer success team evolves at each stage of the startup.
Eric Kingsbury, Founder of Retain Solutions, the go-to consultant in the Customer Success Enablement space joins Kristi Faltorusso, Jon Johnson & Mickey Powell to discuss the evolving landscape of customer success roles in various stages of company growth.
0:00 - Preview
1:10 - Jon was a cheerleader
5:10 - Meet our hosts & guest
9:35 - Eric's path to CS Enablement
14:35 - Eric's experience applying for a job at Heap
16:16 - Transitioning as a consultant
21:00 - Getting started with CS Enablement
24:50 - Why aren't companies deploying CS Enablement
28:32 - Eric's learning curve as a CS Enablement consultant
32:27 - Enabling CS for different stages during the startup journey
40:00 - Living the solopreneur life
42:20 - Closure
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/N22Id931Tb4
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
Mickey is back! & Let's welcome Kristie Gaunt to the UpdateAI Squad!
Kristie had been an AE at Gainsight for the past 2years.
Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to learn more about
14:10 - Working at Gainsight
16:55 - The Work Culture at ClientSuccess
18:00 - Navigating Strengths on the Career Highway
23:05 - Getting Hired at Gainsight
25:45 - Bidding Adieu to Gainsight
28:30 - Hiring for a New Role at a Startup
30:36 - Cons of Startup Life
38:30 - Cultivating a Growth Mindset in the Startup Jungle
12:00 - Big Shoutout to Hamish Stephenson (Selr.io) (Check out the episode "Who Wins the Tug-of-War, Team Customer Success or Team Sales?")
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/me_SnBXsUyI
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
Our hosts, Josh Schachter, Kristi Faltorusso, & Jon Johnson, are joined by Tanya Earles, the SVP of customer success at Tebra. Tanya, who leads a team of 470 people across 16 functions, brings insights into the intriguing question: Are leadership and customer success truly on the same side?
Key Topics
- Managing customer success from "Ivory Tower"
- Measuring and validating KPIs
- Is the future of CS dark?
- Sustainability in relationships at the workplace
- Making an impact as an individual
- Importance of Journey Mapping
- Tanya's next role
- Tanya's advice to her "entry-level" self
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/ycxNw-diImY
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
Kristi Faltorusso has made a lasting impact on the customer success community.
Join us as we delve into her modeling career, and how her upbringing shaped her for success. Kristi's journey is inspiring and a testament to hard work and hustle.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/ycxNw-diImY
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
Laid Off?
What's next?
Job Hunt?
Side gig?
Referrals & Networking?
Prayers?
Navigating through challenging times can be stressful.
This week, Jon & Josh sit down with Jared Orr (3 Js this episode) to discuss how you as a candidate can bag the job of your dreams by convincing the hiring team and showing them how you are a great fit for their company.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Josh Schachter & Jon Johnson chat about Jon's journey to CS
Timestamps
4:20 - Memories from Jon's tough childhood
19:12 - Jon's Educational Background
27:00 - Working at Microsoft
30:57 - Breaking into CS at Invoca
32:52 - CS, Humanity, & Leadership
39:39 - Working at ShipHawk
44:21 - Jon's plans for the future
Check out the video on YouTube: https://youtu.be/TEqVE1seYAc
Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Starting as a CSM and transitioning through various roles in customer success (CS Enterprise, CS Mid-market & Scaled CS) and product management, Erica Akroyd has done it all.
Erica is currently leading the customer education team at Pendo.io
Also, Erica has a message for those looking to break into and rock CS.
See Jon's hair makeover exclusively on our YouTube channel. Episode Starts at 8:30
In this episode, Josh Schachter, Kristi Faltorusso, & Jon Johnson chat with Erica to break down the pros and cons of each role on the ladder of success as a CS professional.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Dickey Singh, Founder and CEO of Cast.app the leading automation platform for companies to drive growth, sales, and referrals from their existing customers.
You need to lean on the data to find out what does and doesn’t resonate with customers in his conversation with the UpdateAI CEO, Josh Schachter uncover
- How Cast helps companies foster and expand their customer relationships
- Why underestimating the customer is not an option
- Why email is the king when it comes to reaching customers
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Job hunting isn't easy.
What adds to the frustration are the assignments, presentations, and exercises in these interview rounds.
Jenny Calvert, Director of CS at HuntClub joins hosts Kristi Faltorusso, Jon Johnson & Mickey Powell to discuss the challenges in talent acquisition and faults in the hiring process.
Check out the uncut video - https://youtu.be/UZT0QT9Pay0
Enjoy the heap load of BS till 6:40!
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
CSMs are responsible for a wide range of tasks, including:
- Onboarding new customers
- Providing technical support
- Managing customer accounts
- Developing and implementing customer success strategies
- Identifying and resolving customer churn
All of these responsibilities require CSMs to be highly skilled and adaptable. They need to be able to switch gears quickly and handle a wide range of tasks simultaneously.
Tune in to listen to Stevie Case, CRO Vanta chat with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell about - 'How CS Teams are Defining Value and Elevating Customer Experience at Vanta'.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Organizational leaders often sign up for a CS Platform to solve their biggest customer success challenges. However, software implementation and adoption can be difficult, and many platforms don't meet all the needs of their customers.
Checkout the [Un]cut BS on Youtube - https://youtu.be/J0ymZInO6C8
In this episode, hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, explore the reasons behind this struggle and also dive deep into
- 7 objectives of a CS leader
- Enforcing adoption of the CS platform
- Effectively using automated communications
- Closing deals versus solving customer problems
- identifying churn patterns and indicators
Plus, hear Kristi's secret to fitness, Josh's weight loss tips, and why planning birthdays is chaotic for Jon.
13:13 - CS platforms might not give you everything you are looking for
👉 Here's Mickey's post
👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
When revenue growth is a company's top priority, the value of post-sales teams is often overlooked.
Customer success (CS) teams are among the most critical touchpoints in the customer journey. By partnering with the CCO, who can help develop and implement customer-centric strategies that increase customer satisfaction, loyalty, and spending, companies can retain their existing customers and boost revenue.
In this episode, Josh Schachter, Founder of UpdateAI, speaks with Alexis Hennessy, Partner at Heidrick & Struggles, and Rod Cherkas, CEO and Founder of Hello CCO, about:
- The role of post-sales teams in driving revenue
- The need for cross-functional collaboration
- How to highlight the value and challenges of post-sales teams through real customer examples
- Trends in career paths for chief customer officers
Check out the video episode here: https://youtu.be/SzSz7tXhnfc
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter 👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin*.
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter*
Customer Success, in hindsight, is a long-term renewal strategy.
Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/Hyk_jL3i0u0
Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell as they chat with Jeff Kushmerek, Founder of Infinite Renewals. Jeff helps startups improve their customer success strategy.
Episode Highlights
- Consultants reset expectations and provide better advice
- Lack of customer engagement may lead to customer loss
- Need for diverse perspectives and engagement with a broader range of customers
- Challenge of managing underperforming employees
- Learn from successful customer success companies
- Consultants versus Executive Leadership
... and, a lot of BS
Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Customer experience is more than just using the product. Every interaction with a customer is a touchpoint that can influence your relationship with them.
Don't let your customers fall through the cracks.
Ahmed Quadri, CCO at Heap, joins Josh Schachter, CEO of UpdateAI, to discuss how they navigate the value journey at Heap to maximize the value and relationship customers get.
Josh and Ahmed also discuss
- Expanding existing customer base
- Using data-driven health scores to make customer data actionable
- Conducting a deal readiness assessment during the pre-sale cycle
- Identifying and solving red flags in the deal
- Aligning teams to ensure continuity in the value journey
Subscribe to UpdateAI's YouTube channel to get the latest updates and enjoy the video podcast -
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Every customer-facing team has a hypothesis about what drives customer success.
How accurate is this hypothesis?
Finding problems and fixing them in silos isn't going to give the full picture of what a successful customer journey needs to look and feel like from onboarding to renewal.
Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/DnAkuGOrG78
Ramli John joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to highlight the necessity of cross-functional collaborations and
- Finding and reinforcing the positives to customers
- Engaging with customers early on for long-term success
- Understanding micro steps for activation and strategy development
- Onboarding as a cross-functional area involving success, sales, and marketing teams
- Using tools to capture data on customer interactions
Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Shareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by customer success teams and also discusses the three pillars of his customer success strategy: gap analysis, executive touchpoints, and value engineering team.
Finally, Shareth shares his advice on how to handle conversations regarding alternative solutions and tactical approaches to address plan B scenarios.
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Every decision goes through emotional processing.
How we feel about something at heart is way more important and impactful than what we think about something.
So we need to lead with the heart and rationalize with logic.
Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer success teams can use psychology to manage expectations, build trust, and drive customer success.
Josh & Ed discuss
- The danger of assuming others understand us
- Creating shared accountability and understanding; setting expectations
- Emotions drive decisions
- The need for Efficiency, Effectiveness, and Exposure
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Do you want to make a career switch and break into CS?
Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the preconceived notions of the customer success industry with Julie Raeder, CSM Dooly, who transitioned from education to customer success.
Key Highlights
- Importance of empathy and individualization in CS
- Tailoring customer journeys and understanding needs
- Creating lesson plans versus success plans
- Lack of feedback and reliance on data
- Recommendation to watch sales calls and study case studies to understand product and decision-making processes
and much more
👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
When every other business is cutting costs, it has become more important than ever to retain your customers.
With a focus on retaining customers, Gillian Heltai, CCO of Lattice shares insights on her 2x2 framework to help you assess customer health and put in place strategies to retain customers during the downturn.
Key Highlights
- Tech downturn impacting budgets and renewal cycles
- An economic framework for customer retention strategies
- Assessing value: ask, adoption metrics, health score
- Determining business health: ask customers, and analyze data
- North Star Metric: health score elements, product adoption
- Focus on best customers, reinforce value, gather resources
- Health score drives customer engagement and retention
- Helping customers during the crisis to retain advocates.
Check out the framework: https://www.emcap.com/thoughts/playbook-for-retaining-customers-in-an-economic-downturn/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
There has forever been an ongoing cold war between Sales versus CS.
This episode addresses the tiff.
The disconnect between the teams' expectations makes it challenging for organizations to prioritize the long-term health of the customer.
Hamish Stephenson, Founder & CEO of, Selr.io joins our hosts, Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to defuse the tension between the two teams by discussing whether
- CS needs to contribute to the sales process to improve customer retention and NRR
- CSMs need recognition and fair compensation in comparison to sales representatives
- Organisations need to learn to act upon the insights and recommendations by CSMs
- Companies can balance the focus on growth and retention
- A strong product can reduce the reliance on sales and customer success teams
- Companies need to strike a balance between short-term revenue targets and long-term customer health
👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
The terrifying truth is that the prosperity or downfall of a SaaS organization depends on the value the product delivers to its customers.
Despite the fact that the feedback loop between product and customer could be challenging, the efforts made by the CS & the product team to understand and prioritize customer input hugely decide the fate of our company.
Alli Tiscornia, CCO & Abby Hammer, CPO at ChurnZero join Josh Schachter on this unchurned episode to discuss the importance of
- Understanding the Customer Perspective while tailoring solutions
- Having multiple methods of obtaining customer feedback
- Avoiding unrealistic product promises
- Involving the CS team in feature development
- Developing a roadmap to present to customers
- Reviewing enhancement requests and assigning a business impact value
You can also binge-watch the Unchurned videos on our YouTube channel - https://www.youtube.com/@updateai9697
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at Linkedin and also discuss:
- Using data-driven content can enable scaling
- The role of core values in guiding operations and solving conflicts
- Finding early customers who understand the startup mentality
He also shares his personal experience as an immigrant and a big part of his becoming an entrepreneur.
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Have you been frustrated with checking boxes without truly understanding why you are doing it? So are Jon and Mickey.
Kristi knows for sure that the leadership is at fault.
Unpack the BS with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and hear out why Mickey is all set to start a new Truth LinkedInOut platform, the challenges of transitioning into customer success roles, and the CS echo chamber - Is every advice on LinkedIn is generic?
Also, you can't miss the ClientSuccess Customer Success Thought Leader Summer Webinar Series.
Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
We are inviting guests to BS with us! Tune in to know if you are the one we need to feature in our upcoming episodes :)
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👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
The early days of a startup are like a never-ending game of whack-a-mole. You're constantly putting out fires, and you never know when the next one is going to pop up. Embracing chaos, and juggling multiple hats comes with a lot of fun too.
This is one of the few episodes you absolutely can't miss!
Mike Molinet, Co-founder of Branch and Founder of Thena goes unchurned and shares his experiences in the early days of the Branch when he did everything from outbound outreach to support and implementation. He also touched upon focusing on adoption in addition to
- Why relationships matter more than product
- The right time to hire when scaling the company
- Why you don't need to overengineer tooling
- How investing in indirect revenue can pay off.
Mike also talks about the market pulling towards messaging for communication and how he is building Thena, a customer engagement platform for modern B2B companies.
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
🥁🥁🥁This week, we finally have a name for the CS Insider <> [Un]churned collab series!🥁🥁🥁
Unpack the BS with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and dig into why you need to
- Focus on impact rather than urgency
- Say goodbye to the mundane QBR meetings
- Standout from the digital filth of AI content on Linkedin
👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Tensions are neither good nor bad. It's how we deal with them.
Building trusting relationships lies at the heart of customer success, and Dr. Wendy Smith, Author of Both/And Thinking reveals how you can navigate through the tension between building strong relationships with customers and selling/renewing their business.
Using the framework of making micro shifts back and forth with intentionality, Dr. Smith explores possible solutions to this dilemma and emphasizes the importance of training and enabling individuals to handle the complexity of both approaches.
Wendy also emphasizes the importance of "both-and" thinking and how it can be applied in the context of customer success.Josh and Wendy discuss
- Tensions aren't good or bad. It's how.
- Shift from either-or to both-and approach.
- Teams can cause conflict or inspire creativity.
- "Both and" requires creativity and boundaries.
- Long-term thinking can improve relationships and profits.
- Balancing roles, train to simplify complexity.
" We have fewer people but larger expectations of what we need to get done. How can we rethink how we resource people and their time and their experiences to be more efficient, more engaging, or more effective in the kind of work they're doing? - Wendy Smith
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
Through more than 50 captivating conversations, we've had the privilege of engaging with distinguished guests, including Customer Success leaders, founders, and a few amazingly talented authors who wrote books not about Customer Success, not about customer-facing teams necessarily, but whose thought leadership can be easily applied.
This week's episode is a spotlight episode with the key takeaways from three insightful conversations with
- Kindra Hall will discuss how to craft compelling stories and narratives to connect with your customers.
- Geoffrey Moore emphasizes the importance of redirecting budgets during downturns and patching up issues within customer success.
- Kelly Leonard shares practical exercises on how to build better relationships and handle challenging situations using improv techniques.
Listen to the full episode to hear more about these fascinating insights and how they can be applied to your work in customer success and beyond.
Checkout the full episodes with
- Kindra Hall on Spotify | Apple | Youtube
- Geoffrey Moore on Spotify | Apple | Youtube
- Kelly Leonard on Spotify | Apple | Youtube
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at www.update.ai/podcast
👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.
In the world of business, the concept of customer happiness has long been regarded as the holy grail. Damien, CCO at Nimbello, argues that customer happiness should not be the primary objective in business. Instead, it should be viewed as a lagging indicator, a result of delivering value and meeting customers' objectives.
Tune in to learn how you can maintain control of your customers and deliver exceptional value while ensuring the success of the customer's overall experience.
Episode Highlights
- STO framework for customer segmentation
- Tailoring programs to deliver value and maintain customer attention
- Value of maintaining active hygiene in customer interactions
- Celebrating the efforts of customer success
- Maintaining control as a CSM and understanding the customer experience
- Creating a playbook for the team and using the STO framework
- The challenge of identifying customer contacts 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
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Pulse 2023 is here! It's getting harder to keep calm.
Make sure to tune in to this light-hearted, humor-filled conversation with Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and special guest Nick Mehta, CEO of Gainsight, as they uncover the swag at the upcoming Pulse conference. Everyone guesses Nick's outfit for Pulse, plays the drinking game, and discuss
- Digital CS & Generative AI
- CS as Drivers of Change and Performance
- Optimizing the workload of customer success managers.
Don't miss this episode filled with laughter, insights, and the goodness of CS. Make sure to hit that FOLLOW button to be notified of future episodes.
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"You'll not sustain shareholder value unless you create greater value for your customers. (It's time to) rethink and reconceptualize the organization as being into business at customer service." - Bill George
Delve in this [Un]churned conversation with host, Josh Schachter and Bill George, an executive fellow at Harvard Business School and author of the True North series as they discuss
02:43 - True North Framework
05:30 - Younger generations are more focused on purpose and values.
07:26 - Serving customers is the focal point of business success
09:04 - Talk to customers every day!
10:21 - CEOs spend only 3% of their time talking to customers
12:23 - The importance of prioritizing frontline people over CEOs
16:31 - Everyone in an organization must think of themselves as a leader to make a difference.
21:00 - Bill George's True North
Resources
- Connect with Bill on Linkedin
- Get a copy of True North: Leading Authentically in Today's Workplace
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, Erica Scully, Member, Customer Success Collective.
Erica is addicted to challenges, is customer-obsessed, and loves building long-term client relationships. She likes to get things done and enjoys educating her customers and seeing them win in their business with our products.
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Damien Howley, CCO, Nimbello joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell in this week's CS Unchurned episode.
Tune in to hear them discuss their experiences and insights on
- Stories of losing control of customers
- Strategies for managing difficult interactions.
- Limitations of using happiness as a metric for CS
- Use of Net Promoter Score (NPS) as a customer feedback metric.
Watch the podcast on Youtube: https://youtu.be/YNNZRrAdAeMLinks from the episode
- Buy the book: Control Your Customer
- 10 reasons why Customer Success should own Revenue
- Will AI kill off Net Promoter Score?
- 6 bad habits that cost CSMs a fortune
👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
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In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time.
Josh and James discuss:
- Evolution of the Customer Success Department at Braze
- Importance of specialization in roles and incentive plans tailored to specific roles
- Monitoring teamwork through showcases, analytics, and ops team
- Importance of personalization and real-time communication
- Role of Leadership in career growth
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Welcome to the collaboration episode with CS Insider!
Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell discussing on a discussion about
- CS is not a support function
- A degree program for CS
- Storytelling for CS
- Being strategic with customers
- Jackson's cameo
Watch the podcast on Youtube:https://youtu.be/BkBB1QEJGAY
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, Benoit Bouteille, VP of Customer Experience, Tinyclues (now Splio).
Ben has led Marketing teams in the e-com industry for 12+ years, operating in various sizes of companies. He moved into the Saas business in 2016, where he built a world-class high-touch Customer Success team and led the marketing department for a Saas company in the MarTech industry. His expertise is in mentoring team members to find the optimum organization that benefits clients and the business.
Connect with Benoit Bouteille on Linkedin
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Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned podcast to discuss
- Importance of storytelling in business and a framework for compelling storytelling
- Four types of stories: value story, founder story, purpose story, and customer story.
- Activating customer stories
- The founding story of UpdateAI
- The importance of authenticity in storytelling was emphasized.
The conversation ends with a recommendation for the book "Stories That Stick".
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Welcome to the collaboration episode with CS Insider!
Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about the potential for AI to improve communication between sales and customer success teams, owning renewals, and the need for customer success teams to showcase their value through metrics such as renewals, growth, and advocacy.
Watch the podcast on UpdateAI: https://portal.update.ai/recap/ba6eb517-2813-4acf-853d-246a362c439d?shareCode=0acd0b96-9cf9-4991-be71-7673c1912fd2
👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
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In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform.
Sri discusses the origins of Rocketlane, including the community they built before launching the product - Preflight, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry.
Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.
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Welcome to the first collaboration episode with CS Insider!
Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a discussion about career success, the importance of networking and referrals, and ways for candidates to stand out in the job market.
Links from the episode
- Advice for CS job seekers who want to land referrals.- Nick Mehta
- How to get churn down & retention up - Jason Lemkin
👉Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report
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In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago.
They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success.
They also touch on the concept of "Yes, and" and how it can be used to navigate disagreements or situations where agreement may not be possible. Overall, the podcast highlights the value of practicing human skills and using science to understand better and connect with customers.
They also discuss
- the importance of building relationships in business
- how improvisational theatre exercises can help improve communication skills.
- dealing with demanding customers who complain frequently.
- the power of comedy in diffusing difficult situations,
- the importance of avoiding toxic people and bosses,
- the value of improvisation in business.
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In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare.
They discuss Cloudflare's mission to improve the internet for everyone and their approach to customer success, including how they segment their customers based on needs, size, vertical, speed, and readiness of teams.
Harnish emphasizes the importance of serving the customer and building relationships from the initial prospecting stage through the entire journey with the company.
They also touch on Kanani's background in enterprise consulting and his leadership style focused on serving the customer.
The episode also covers various aspects of customer success, including
- Building reference ability with initial customers,
- Market conditions and budget forecasting
- How Cloudflare uses the Customer Maturity Model (CMM) to communicate value to its enterprise customers.
The CMM helps Cloudflare assess how customers are using their platform, identify opportunities for additional ROI, and work towards becoming best in class.
The company's customer success team works with individual customers to help them achieve their goals and elevate their usage of Cloudflare's solutions.
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This week’s episode is all about maximization.
As a CSM, how do you maximize your seat at the table?
Because it wasn’t that long ago that customer success rarely – if ever – had a seat at the table. We’re still fighting in many cases, but today, CSMs find themselves more-and-more at the center of major organizational decisions.
And when we get there, it’s important to know what to do.
Fortunately, Monica Trivedi, JLL Technology’s senior director of global customer success, is our guest this week on Unchurned, and she has plenty of wisdom to share.
In particular, you’ll want to listen for Monica’s 3 Essential Tips on how CSMs can leverage their seats at the table.
But there was much more covered in this episode, including:
- Gaining your seat at the table to begin with
- How CS takes shape within a major commercial real estate company
- The importance of being “crisp” when making budget requests
- Why you need to know your audience and what motivates them
- The benefit of sharing your wins – and losses
So be sure to check out the latest Unchurned episode on Spotify, Apple Podcasts and YouTube.
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This week is all about how we interact with customers – and we have a great guest who knows a whole lot about it.
In fact, he literally wrote the book on it.
Author Rob Fitzpatrick has been helping small businesses and entrepreneurs reach their goals for years. He’s written several books, including “The Mom Test: How to Talk to Customers & Learn If Your Business Is a Good Idea When Everyone Is Lying to You.”
This is something he knows and cares about – and he was kind enough to spend nearly an hour breaking it all down with UpdateAI’s Josh Schachter!
Topics covered in their Unchurned conversation include:
- Creating the “perfect customers” for software products
- Why how you frame a conversation is critical
- Why talking to customers should be like “surgery”
- How to find “overlap” between CS and learning about the customer
- The value in being “sneaky” in meetings
- Living the remote life in Europe
There’s plenty more they discussed, too, so be sure to listen to the full episode!
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It’s a tough time in the business world right now – but that doesn’t mean progress goes right out the window.
In fact, Judd Borkaove, the chief growth and community officer at GTM Partners, looks at it completely differently; Judd, on the latest episode of “[Un]churned,” hosted by UpdateAI CEO Josh Schachter, said he believes it’s a “good time” for businesses right now, whether it’s setting the right foundation for a new company or reimagining how an older firm does business.
That optimism serves him well at his day job at GTM Partners, a data-driven analyst firm focused on making GTM easy for companies via research, workshops, analyst work sessions, and studies. (Judd is also a partner at Red Monkey Consulting.)
Judd went in-depth with Josh in this episode on go-to-market strategies and how businesses can thrive in the current environment.
Topics covered in this episode include:
– Why retention and expansion are essential, especially in a down economy
– Why it’s “good time” to build solid businesses
– Determining the best go-to-market strategy
– The “8 Pillars” of Judd’s GTM framework
– The importance of getting value to the customer ASAP
– How to “incentivize” more sales while in a CS role
– Using data to remove bias and make sound decisions
– Ranking the best Judds
This episode covers plenty of ground, so be sure to have your “Notes” app ready, because you’ll probably want to jot down a point or two from Judd. You can find “[Un]churned,” as always, on Spotify, Apple Podcasts, and YouTube.
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Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google.
Thankfully, Brian LaFaille has hands-on experience with all of that – and he’s here to tell us how he did it. Brian – who now oversees global CS programs at Google after his last company, Looker, was acquired by the tech giant in 2020 – is the latest guest on Unchurned with UpdateAI CEO Josh Schachter.
Brian shared a number of great insights during his 30 minute conversation with Josh. Some of the topics they touched on include:
– Why treating customers “like gold” is imperative, especially for startups
– Why scalability should not be a major concern for young companies
– The importance of fostering your first 100 customer “champions”
– Brian’s journey from the Bay Area to living in Joshua Tree
This is another jam-packed episode, so be sure to check it out on Spotify, Apple Podcasts or YouTube!
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Another week, another great guest on Unchurned.
This week it’s Dickey Singh, founder, and CEO of Cast app, the leading automation platform for companies to drive growth, sales, and referrals from existing customers.
Dickey understands the customer space about as well as anyone. He knows what does and doesn’t resonate with customers, and he’s unafraid to lean on the data to drive his messaging – a topic he touched on in his conversation with UpdateAI CEO Josh Schachter
But having good data on your customers isn’t enough. You have to be able to leverage it. As Dickey said at one point on the podcast: “Insights without actionability mean very little.”
Dickey goes into more detail on that belief in the podcast, so make sure you listen for that. But there are plenty of other topics covered in this episode as well, including:
- Dickey’s journey from New Delhi to Silicon Valley (with a pit stop in Switzerland)
- How Cast helps companies foster and expand their customer relationships
- Why you can’t underestimate the customer
- Why email is still king when it comes to reaching customers
On top of all that, Dickey might be the best guest simply to listen to in Unchurned history – his soothing voice could easily get paid to read audiobooks. So what more could you ask for? Make sure you check out this episode wherever you listen to your podcasts!
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When it comes to customer success, Totango is one of the first companies you think about.
That’s due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango’s website explains.
It’s been a move that has certainly worked out well for the company, which has become a staple of Silicon Valley and raised more than $150 million since being founded in 2010.
Totango’s success is due in no small part to the contributions of Karen Budell, the company’s chief marketing officer, and Robyn Fernandez, its senior director of CS. And fortunately, both women were nice enough to join UpdateAI CEO Josh Schachter on the latest episode of [Un]churned,
Robyn, Karen and Josh touch on a number of topics in this episode, including:
- KYA: Know Your Audience
- Why customer experience is a top priority for CS teams
- Who is in the best position to own the customer relationship?
- How Totango’s CS team operates
Resource: CS Salary & Industry Report 2022
This was a jam-packed episode, so be sure to catch it wherever you listen to your podcasts!
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You know how they say someone “wrote the book” on a topic? When it comes to Product-Led Growth, they’re talking about Blake Bartlett.
Blake is a partner at OpenView, where he’s led investments in major companies like Highspot, Expensify, Calendly, Postscript and Cypress, among others. He also notably coined the term PLG in 2016 – and it’s only gained significant traction in the years since.
Blake’s granular understanding of PLG and what it takes for startups to be successful are what made him a great guest on the latest “Unchurned” podcast with UpdateAI CEO Josh Schachter.
Josh and Blake cover a lot of ground in this episode, including, of course, what Blake’s quick definition of PLG is:
“A go-to-market strategy that relies primarily on the product itself as the driver of customer acquisition, conversion and expansion.”
They touched on a number of other PLG-related topics, too, like:
- OpenView’s SaaS focus
- Great examples of PLG
- Why Sales shouldn’t be worried about PLG
- How PLG leads to less “friction”
- Potential downsides of PLG
If you’ve been interested in learning more about PLG – and why it is or isn’t ideal for your company – this podcast was tailor-made for you.
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, Leslie Chamberlain, astrategic customer success leader offering 15+ years of international management, professional growth, and development experience. She is known as an expert in delivering reliable, cost-saving business solutions and strategies to streamline processes, drive business growth, and enhance customer satisfaction in a fast-paced environment such as software as a service (SaaS).
Connect with Leslie Chamberlain on Linkedin
Email Josh at josh@update.ai to be a featured guest on the #OTW series
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Jeremy Evans has spent about as much time leading customer success teams as anyone you’ll find.
Jeremy is the SVP of Customer Success at Zuora, a SaaS company focused on helping subscription services manage their businesses. Prior to Zuora, he also led CS teams at Entelo, New Relic Inc., and Marin Software.
In short: he knows CS like the back of his hand.
And that’s what made him such a great guest on the latest episode of Unchurned.
Here’s a quick rundown of the topics Jeremy spoke to UpdateAI CEO Josh Schachter about on this episode:
- Fixing a negative NPS
- Developing a more “holistic approach” to the customer journey
- Instilling a “people first” mindset
- How to evaluate and calculate potential churn
- Bonus: Why Jeremy’s bachelor party was national news in Canada
Don’t miss this episode, because it’s packed with 30 minutes of great insights. You can listen to the full episode on Spotify and Apple Podcasts, and you can also watch it on YouTube.
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In this episode of [Un]churned we feature UpdateAI’s very own Chenay Gladstone. Chenay leads the data annotation and analysis practice at UpdateAI. She is our longest-serving employee and has been a bedrock of our effort to revolutionize natural language programming. We are blessed to have Chenay as a core member of the UpdateAI team.
In this episode, Chenay shares with [Un]churned Host and UpdateAI CEO Josh Schachter about the process behind the team’s approach to creating a best-in-class action item detection model. She shares her background in linguistics and how she’s been able to leverage her education.
Chenay also describes what keeps her hungry to help grow UpdateAI, her love for volleyball, and other fun facts about working at a startup. You can follow Chenay on LinkedIn at https://www.linkedin.com/in/chenay-gladstone/.
Here’s more about how Chenay and the team at UpdateAI have developed its proprietary artificial intelligence technology: https://update.ai/blog/how-updateai-detects-action-items-to-help-customer-relationship-builders/.
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, David Kirkdorffer, who has been intomarketing B2B and B2Dev technology all his career, targeting IT and Line of Business Buyers in SMB and Enterprise markets.
Connect with David Kirkdorffer on Linkedin
Email Josh at josh@update.ai to be a featured guest on the #OTW series
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I’ve said it before, but one of my favorite quotes comes from hockey legend Wayne Gretzky: “I skate to where the puck is going to be, not where it has been.”
I love that approach because it isn’t just about hockey – it applies to business as well.
And Meenu Agarwal, the head of customer experience and success at Workday, seems to have followed that approach about as well as anyone.
Just one look at her LinkedIn – from her time at Oracle to IBM to HubSpot to VMware to Workday – and her eclectic range of roles shows Meenu hasn’t been afraid to explore new ground.
It was one of the main reasons I wanted to talk to her on the latest episode of “[Un]churned,” frankly. I had to hear about her unique journey.
Thankfully, Meenu gave me some great insight into her career – and plenty of other topics.
On this podcast, we also covered the following:
- How to Scale a CS Organization
- The One Metric Everyone Should Know
- The State of Women in CS and Tech
This was a fun one, and one of the more illuminating conversations I’ve had on Unchurned. And I think you’ll enjoy it as much as I did.
– Josh Schachter, UpdateAI CEO
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, Roxane Tran, a Customer Success Professional with expertise in onboarding, operations.
Connect with Roxane Tran on Linkedin
Email Josh at josh@update.ai to be a featured guest on the #OTW series
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Ellie Wu, VP of Sales and Customer Success Excellence at Insight Partners, joins UpdateAI CEO Josh Schachter on the latest episode of “[Un]churned.”
Insight Partners has backed some of the biggest tech companies in the world, including Shopify, Wix, and Monday.com. Ellie’s firsthand knowledge of those deals – and many others – made her an excellent source for customer success and the macro business environment.
First, Ellie talked to Josh about her journey from Taiwan to Seattle, where she is now one of the top names in the CS world.
They touched on a number of other topics in this episode as well, including:
- Why efficiency is vital
- Key CS metrics
- How to “translate” CS to other business sectors
You can find the latest episode of “[Un]churned” on Spotify, Apple Podcasts, and YouTube. You can also listen by clicking here.
Resources from the episode
- Insight Partners’ Reports:
- SaaS Sales KPIs Report: https://go.pardot.com/l/321391/2022-10-04/83mlmn
- Post-Sales GTM Report: https://www.insightpartners.com/blog/introducing-the-2022-post-sales-gtm-report/
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, Jeremiah Bello from Nigeria, who had been a Customer Success Manager at Lazerpay in his past role.
Connect with Jeremiah Bello on Linkedin
Email Josh at josh@update.ai to be a featured guest on the #OTW series
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Let’s be frank for a moment – working in customer success can be a stressful job.
And stress can come from multiple angles. An angry customer can make you anxious in about 30 seconds, to point to one obvious example, but there’s also internal stress that we deal with on a day-to-day basis. Concerns over whether we’re doing our jobs well enough or whether our careers are progressing at the rate we want them to.
What do most of us do in those scenarios? We try our best to wear a facade.
But Katharina Schmidt, a highly regarded executive coach who prioritizes working with startups; she’s also UpdateAI CEO Josh Schachter’s personal EC. Katharina, on the latest episode of “[Un]churned,” said it’s important to address stress head-on, rather than run from it.
Luckily, Katharina shared some great tips on how to best handle stress. Tune in to listen to the full [Un]churned conversation.
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Welcome to #OTW!
OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.
This episode features, Yashwanth Reddy, a CS advocate with 15 years of experience in developing customer relations and leading teams with a focus on making data-driven decisions to enable better outcomes and adapt faster.
Connect with Yashwanth on Linkedin
Email Josh at josh@update.ai to be a featured guest on the #OTW series
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This episode packs a punch.
In less than a half hour, LeeRon Yahalomi gives UpdateAI CEO Josh Schachter a handful of great insights on how to lead great customer success organizations.
And she’s speaking from experience. LeeRon recently joined Regie.ai as its head of customer success, after serving as VP of sales and CS at Textio for more than three years.
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We love being understood, and so do our customers.
Being able to connect and empathize with the customer serves as a platform to better understand the needs and desires of the customers.
That's what we bring to you in this week’s [Un]churned episode. .
Josh Schachter sits down with Teresa Anansia to chat about
- Creating a culture of empathy within the team
- Delivering great customer experience with dynamic segmentation
- Using systems and processes to manage support organizations & collaborations
- Navigating through uncertainty as a leader
“At Zendesk, the one word that I think really embodies a lot of the culture fit is going to be humbledent, which is the combination of being humble, and also confident. I expect confidence in our solutions. Being at the table with the customer and having a point of view shows confidence. But I look at humbleness as a way to be curious and ask great questions to understand. ”
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“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey Moore
Running a business can bring up challenges — from financial loss to employee morale. Especially, during an economic downturn, keeping your business' head above water is vital.
If you've got a new invention and want to market it correctly, the first thing to do is think about your marketing plan. In this [Un]churned conversation, Josh Schachter and Geoffrey Moore, chat about
- Not taking your customer’s budget for granted
- Life cycle framework
- Attempting to start up a social network for sports
- Product- Lead-Growth play
- Customer Success Maturity Model
- Measure what matters the most
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Being in the tech industry and mom is no easy task. From working long hours to juggling home responsibilities, crafting the perfect balance is easier said than done. In this [Un]churned conversation, Emilia D’Anzica and Sabina Pons, Growth Molecules chat with Josh Schachter about pressing on as a tech mom and
- Marissa Mayer’s motherhood journey
- Transitions in motherhood over the time
- Giving up tech amidst the Covid-19 crisis
- Working mothers make tech better
- Balancing work and life
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Resource: Pressing on as a tech mom
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Customer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help with these decision-making processes if it leads you to understand what makes customers tick. In this [Un]churned conversation, Josh Schachter and Eduarda Camacho, Chief Customer Officer at BMC Software discuss
- Role of empathy in customer experience
- Personalizing customer experience at the scale
- The relationship between customer experience and product experience
“Stop talking about customers as logos, or generic personas; put faces and names [to them], work on the emotional intelligence piece. " - Eduarda Camacho
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The journey of a customer is a long, winding road. They have many stops along the way, and each stop can lead to a different destination. Customers can be lost and confused about their next move, or they may entirely find themselves on the wrong path. In this [Un]churned conversation, Ariel Benzakein, VP, CS, Flosum gives a practical proven formula for achieving a high net retention rate.
- Formula to a high net retention score.
- The hit rate for sales bringing in CS at the right time
- Measuring the implementation success while it is in progress
“If CS is not following the correct playbook, it ends up becoming level 2 tech support." - Ariel Benzakein
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Resources Mentioned:
- Success Hacker
- Greg Daines - Churn Doctor
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The relationship between Sales and Customer Success is a tricky one.
When sales and customer success fail to collaborate on the best way to achieve their goal of a mutually beneficial relationship with their customers, they end up fighting over territory.
There are some key myths that can make it difficult for both sides to work together effectively. In this [Un]churned conversation, Josh Schachter, Dan Ennis & Brittany Rodriguez, chat about the love-hate relationship of CS with the sales team and burst some popular myths around the same:
- Role & KPIs of Sales and Scale team at Monday.com
- The Love & Hate relationship of CS with Sales
- Sales representatives overpromise on the product and CS
- Sales & CS handoff at Monday.com
- Sales representatives don’t care for CSM's need
- Fostering trust between the Sales and Scale team at Monday.com
- The sales team doesn't add value to the CS team
The article referenced in the episode: Four Myths That Could Be Hurting Your Relationship With Sales
“ Before ever working with the customer directly, the sales team creates a super detailed handover and a meeting is conducted to communicate that. This allows the CS team to be able to help break down silos by providing feedback to the sales team in case there is a disconnect from what was being communicated previously. " - Dan Ennis
“ Although the CSMs are focused on the adoption usage, the account managers are working on the growth and expansion, you need to continue to feed each other information as you are learning more about the business. ” -Brittany Rodriguez
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Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an excellent rating & review.
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The good thing about hitting rock bottom, there's only one way left to go and that's UP!
When things go wrong, when people disappoint you, or when events beyond your control challenge you, it is easy to lose your focus and confidence. But tough times don't last long if they are met with tough leadership.
In the face of adversity, there is no room for weakness or indecision. Tough leaders know this and also know how to deal with unexpected events that force them into action without hesitation.
In this [Un]churned conversation, with Josh Schachter, Edward Chiu, shares how he, as the co-founder of Catalyst battled the challenging times of Covid-19 with his brother, partner being with the virus. They also chat about:
- Raising Series B funding
- Digging into the pitch deck that helped raise $20M
- Onboarding the first customer
- How Kevin, Co-Founder & COO at Catalyst battled the first wave of Covid
- When you are the leader, everyone’s problem is your problem
- Customer Marketing at the core of business
“Intuitive user experience matters these days. Gone are the days when people used to want legacy tools that would take 6 months to a year to deploy and many admins to build things up. Everyone appreciates waking up to the view they have configured for themselves. When you have a tool that works the way you want it to you are obviously excited to log in and that’s always been our foundation." - Edward Chiu
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Resource:
Business Insider Article - Pitch deck that converted some of the top customers into investors https://www.businessinsider.com/catalyst-stepstone-customers-pitch-deck-leaders-slack-miro-to-invest-2022-8?IR=T
Connect with Edward Chiu Check out Catalyst
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Good leadership is not simply about having the ability to take charge or make decisions.
Nils Vinje, Leadership Coach, Founder, B2B Leaders Academy has been working with leaders from different organizations. He frames leadership as the ability to be able to empower others and create an environment where their abilities can blossom into something greater than themselves. In this [Un]churned conversation, with Josh Schachter, Nils throws light on topics like
- Gaining the belief to market yourself confidently
- Difference between therapy & coaching, consulting
- The coaching style of leadership, identifying a good coach
- Leading with curiosity
- Captivating the audience
- Ability to market leadership as a CS leader
“You have to market your leadership. No matter the level you belong to, just doing the work as a leader, is not going to be enough. " - Nils Vinje
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About Nils Vinje
After completing an MBA in Management and Organizational Behavior, Nils Vinje got into his first role in Customer Success as a Customer Success Manager. Nils’ alignment and passion for Customer Success enabled him to rise quickly from CSM to Team Lead to Director and VP. During his rise, he established a track record of orchestrating record-breaking renewals and up-sells.
Get a copy of the 30 Day Leadership Playbook- https://www.b2bleadersacademy.com/book
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UpdateAI presents Unchurned
Jenny Calvert, Director of Customer Success at Hunt Club, is going [Un]churned on today’s episode with Josh Schachter to discuss the power of genuine relationships to find the best talent.
Josh & Jenny chat about:
- Leveraging the one-to-one bonds to find the best talent
- Adding value by sharing back
- Rating internal meetings for transparency
- Creating a radically candid work culture
“[While rating our meetings] I have created the space to say, ‘Hey, this was a waste of my time.’, That level of autonomy & transparency fosters an environment for them to open up as well." - Jenny Calvert
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About Jenny Calvert
Jenny is the Director of Customer Success @ Hunt Club with a stint in brand management, marketing, and a lot of client-centric account management that led to her love for all things Customer Success! She leads great talent that is dedicated to helping customers adopt, expand and succeed.
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Jeff Ernst, & Kaily Baskett, from SlapFive, join Josh Schachter to decode the nuts & bolts of driving business growth by capturing customers' voices.
Organizational growth happens by placing facts over feelings. Getting to know the true essence of the value perceived by customers is pure gold for an organization. In this episode of [Un]churned, Josh chats with Jeff & Kaily about:
- Recognizing the full potential customers have to help drive growth
- Leveraging customer marketing within the organization
- Solution the one of the most significant challenge customer marketers face
- Kaily shares research findings around execs not recognizing the full potential of customers
- Maximizing success by effectively utilizing case studies
- Stats around the market of customer marketing
“Customer Marketing exists to cement the trust gap that exists in the market between buyers & sellers and this needs to be done with authenticity. " - Jeff Ernst
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About Jeff Ernst
Jeff Ernst, the co-founder of SlapFive, is customer-obsessed. Before SlapFive, Jeff was Principal Analyst at Forrester Research, covering B2B marketing, and then VP of Marketing, where he built Forrester's customer voice program. He was also the co-founder of TalentReef, and VP of Marketing & Product at Kadient and FatWire Software.
About Kaily Baskett.
Kaily is the Customer Advocacy and Marketing Program Strategist at SlapFive. She Empowers Customer Marketers and Advocacy Managers to capture strategic and authentic customer voices.
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There is nothing more powerful than having every member of the team charged with the vision of the company. To ensure that this relays across the organization, the role of a CS leader is crucial in translating and aligning the people in the product team with what the market and customers are looking for. Ryan Weisert,CS leader, Iterable is the unchurned guest in today’s episode.
Josh & Ryan share a conversation about:
- Ensuring hyper-alignment with the head of product
- Advocating certain features by presenting numbers and projections
- Crafting a career path for folks on your team
- Hiring and onboarding talent that fits in the culture
- Getting practical on delivering feasible value as a CSM
“A lot of customer segmentation strategies fall flat when they don't look at the feasibility just on a day-to-day basis of how a CSM manages their time.They also don't look at the growth path or the relative enjoyment of the job. " - Ryan Weisert
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About Ryan Weisert
Ryan is a Client Success leader focused on retaining and growing revenue. He is passionate about developing best-in-class Client Success Managers.
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UpdateAI presents Unchurned
Building a one-on-one relationship with customers is one of the foundational pillars to ensuring success in business. Over a period of time, as the business of the company grows, maintaining this initmate touchpoint with each of the customers from a widespread pool of customerbase serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.
Jonathan Corbin,Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about
- How Hubspot identifying different categories of customers
- Engaging and nurturing relationships to deliver a great customer experience
- Team segmentation & secrets to the motivating and progressive culture at Hubspot
- Aligning crossfunctionality in team
“Providing customers a delightful experience is deliberate, it doesn’t happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That’s NOT true." - Jonathan Corbin
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About Jonathan Corbin
Currently serving as the Global Vice President of Customer Success & Strategy at HubSpot, Jonathan is a Proactive leader with experience successfully building and scaling teams with industry-leading SaaS companies.
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UpdateAI presents Unchurned
Different narratives have formed around the question of - ‘How does Customer Success contribute to the overall success of a business?’
But, the depth of the insights & knowledge that the CS team has from having access to different touchpoints of the end users experiencing the product is invaluable to planning and mapping out the next steps for the company's growth.
In this unchurned conversation, we bring in Chris Hicken, Co-founder & CEO of 'nuffsaid to chat with Josh about
- Role of different tiers of mentors in career advancement
- Focusing on the work that matters
- What lies in the future of CS
- Metric that gauges the success of those actively involved in CS
- Who takes responsibility for the Product-Market fit?
- Orientation of Product-led growth and Customer-led growth businesses
“The CS executives can & should score the quality of the experience delivered at each point. They should own the product-market fit scorecard for the business" - Chris Hicken
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About Chris HickenChris is the Co-founder & CEO of 'nuffsaid. He has 15 years of experience in B2B software as a leader, investor, advisor, and board member. He spent 8 years as President & COO of User Testing becoming an expert in creating great experiences.
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“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that’s great! But, if you let other people determine where your time is spent, it is going to be spent on their initiatives. " - Rachael Provan
Building great relationship with customers is a great way to level up customer success. Conducting meetings can become a pathway to build this relationship and deliver value to enrich the experience of customers. Josh sits down with Rachel Provan, VP of CS at Provan Success, to chat about:
- Bypassing the burnout & fatigue to lead a balanced an healthy life
- “why” and “why NOT” to have meetings
- Structuring agendas for internal team meetings
- Importance of documenting progress and accomplishments
- CS is complex, having patience is a virtue
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About Rachel ProvanRachel is a Top 50 Customer Success Leader, LinkedIn influencer, and Coach. She has 10+ years of experience building and scaling Customer Success departments for B2B SaaS organizations and works closely with C-level executives and across departments to drive data-driven process improvements that raise customer satisfaction, product adoption, NRR, and NPS. She is recognized for improving client experience and self-sufficiency, streamlining operations, and consistently delivering results.
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In this unchurned conversation takes you behind the scenes of the movement into customer lead growth - Pulse 2022 with Kellie Capote, Chief Customer Officer, Gainsight we discuss:
- Riding the tide and functioning for durable growth
- Factors that ushered appreciation for success
- Headwins from Heads’ of CS & CCOs’
- Value Realization through crossfunctional alignment fit
- Sneak peek into the Durable- Growth framework
“Organisations might double down Digital-Led Customer Success. Doing customer success with human-led approach along with leaning into technology & automation and find ways to augment what Human-Led CSMs can do but, at scale is going to be one of the key strategies that CS professionals are going to need to figure out. "
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Resources Mentioned In This Episode
- Kellie’s Forbes Article - Why Human-Led And Digital-Led CS Are Not At Odds
- Check out the Pulse conference - https://gainsightpulse.com/pulse-2022/
About Kellie Capote
Kellie is an energetic and results-driven customer success leader with over fifteen years of experience fostering customer relationships and leading customer facing teams. She has a proven track record of increasing account growth, retention and reference-ability through building trusted advisor relationships and driving measurable business outcomes for customers. She is deeply passionate about the philosophy of customer success and it being the growth engine of your organization.
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.
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UpdateAI presents Unchurned
In this unchurned conversation about customer community and different facets of leadership with Jay Nathan, EVP & CCO of Higher Logic we discuss:
- Leading with questions NOT answers
- Empowering your team by asking - “How I can help you?”
- Showcasing hospitality as a leader
- The value of customer community
“You have to empower and enable people. You have to make good people decisions all the time – put the right people in the right positions and help them move obstacles, because you dont’’ have all the skills needed, and even if you did, you don't have enough time in the day to do the work. "
Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
Books Mentioned In This Episode
- Coaching Habit
- Mindset: The New Psychology of Success
- Radical Candor
- Buy Setting the Table
About Jay NathanAcross the years and a number of functional executive roles in customer success, product, services and account management, Jay has developed a methodology for building, leading, and scaling SaaS companies serving a wide range of end-markets and customer sizes. Jay has co-founded Gain Grow Retain, a community for customer success leaders, and subsequently sold Customer Imperative, a company Jay founded, that focused on helping B2B SaaS retain customers, grow revenue and scale customer success to Higher Logic where he is currently serving as the Chief Customer Officer. - Check out the Gain, Grow, Retain Podcast
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UpdateAI presents Unchurned
In this unchurned conversation about the rise of the customer success echo chamber with Alex Farmer, VP of Customer Success at Cognite, we discuss:
- The June 2022 CS Excellence Awards
- The perils of CS as an echo chamber
- The need for CS to be a cross functional, multidisciplinary mindset
- Learn about Cognite and the CS team there
- What to do when high touch isn’t available
“Customer Success is a team and company-wide responsibility WE REALLY FIND OURSELVES STRUGGLING TO DRIVE change and impact. We need to go out and influence other teams to make it more customer-centric."Get tips and insights from top leaders of the Customer Relationship world in your inbox each week. Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
About Alex FarmerAlex is a CS executive with experience building post-sale teams to reduce churn at high-growth B2B SaaS scale-ups. He is the Founder and CEO of Customer Success Excellence - the world's first awards event dedicated to the Customer Success profession and has been recognized as a 2021 Top 25 Customer Success Influencer and 2020 Top 100 Customer Success Strategist by SuccessHacker. He is currently serving as the VP Customer Success at Cognite, a global industrial AI SaaS company supporting the full-scale digital transformation of heavy-asset industries around the world.
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In this unchurned conversation on building trust & the importance of effective note taking with David Sable, you get to learn about
- Why they follow the customer first approach at Amazon
- Josh shares the employee-first mantra at Intuit
- How you can build effective service relationships with customers
- Why restaurant servers make the best salespeople
- What makes note-taking so important - Publish or Perish
*“Relationships are built on understanding what outcome your customer exactly needs. What does your customer need to be successful?”
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About David Sable
David is an author, entrepreneur, social activist, storyteller and coach. He led the largest advertising agency in the world and currently serves on multiple boards of public companies.
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.
Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter Unchurned is presented by UpdateAI
“If the train tracks already exist you don’t need leadership, you need good management. When you are in the moment, in charge and there are no train tracks, you need to shine as a true leader.”
In this unchurned conversation on Leadership with Dylan Stafford, Assistant Dean at UCLA, you get to learn about
- What defines leadership in a true sense?
- Leadership is a natural self-expression
- Ways to become self-expressive
- Four foundational factors of leadership
- Power of your word as a leader
- Drop the story & honor your own word
- Authenticity is the alignment to who I allow you to think I am & who I actually am
- Dance with uncertainty
- J . F Kennedy as a leader
Would you like to get tips and insights from top leaders of the Customer Relationship world in your inbox each week? Subscribe to the Unchurned weekly newsletter at www.update.ai/unchurned
About Dylan Stafford
Building a world of effective leaders, Dylan is committed to empowering organizational excellence through culture. He is an Assistant Dean at UCLA Anderson. His book "Building a Winning Organization" challenges readers to lead in their organizations, and shows them how. Before UCLA, I worked for Siemens AG in Santa Clara and Munich, Germany. Dylan earned his MBA from the Chicago Booth School of Business, with concentrations in Finance and Marketing and is a graduate with honors from Texas A&M University.
Check out Dylan’s Leadership course - Being a leader & the effective exercise of leadership
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin!
Follow UpdateAI for latest news on the unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI
Welcome to the Unchurned Podcast!
This show brings to you stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. With each episode, Josh Schachter, the host of the show, will uncover the secrets from top leaders and innovators of companies so that you can advance your own career, the performance of your customer success team, and skyrocket customer retention.
Please subscribe to the show to stay up to date with the tips & tricks from the top leaders in the customer relations world. Show us your support by giving us a rating & an awesome review.
Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin & Twitter.
Follow UpdateAI for latest news on the Unchurned podcast on Linkedin & Twitter
Unchurned is presented by UpdateAI