104 episodes
Unchurned - The No. 1 podcast for Customer Success Josh Schachter - UpdateAI
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- Business
The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. The CS & BS series is a part of the Unchurned podcast wherein, with each episode, our hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team.
Unchurned, and the CS&BS series, are presented by UpdateAI - https://update.ai/
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CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners)
#updateai #customersuccess #saas #business
John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospects, and the excitement around AI advancements.
Timestamps
0:00 - Preview, Intros & Leading an Ice Hockey team
9:15 - Playing with the winning team
15:02 - Creating a venture firm for post-logo entrepreneur support
20:10 - 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
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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. -
How to Gain Control of Your Customers and Win Trust ft. Damien Howley
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
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👉 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 -
Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta
Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:
- The changing job market and customer expectations
- Aligning CS with revenue and business outcomes
- Standardizing practices while keeping the human touch
- Major industry moves and consolidation
Get an insider's perspective from one of CS's most respected voices - with some surprises 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!
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👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Nic Mehta: https://www.linkedin.com/in/nickmehta/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
CS [Un]churned: Do We Really Need QBRs With Every Customer?
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango -
Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona)
Emily Lockhart, VP of Customer Success at Percona, joins the hosts Kristi Faltorusso, & Josh Schachter. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the difference between product and customer advisory boards and their significance.
Timestamps
0:00 - Preview & Intros
3:10 - Customer Success at Percona
4:30 - Customer Success Account Managers
7:07 - Breaking into Customer Success
10:55 - Fostering relationships with customers to focus on value delivery
18:30 - Prioritising High Touch & Tech Touch
22:10 - Utilizing Product Advisory Board
24:00 - Difference between Product Advisory Boards & Customer Advisory Board
27:30 - Hiring for Customer Success Roles
35:16 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Emily Lockhart: https://www.linkedin.com/in/emilyclockhart/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
CS [Un]churned: Do We Really Need QBRs With Every Customer?
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk -
Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst)
Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the
- Importance of journey mapping and scaling
- Challenges around value creation and management
- Necessity of proving the value of your CS department
- Importance of open-ended questions when interacting with customers
Seth emphasizes failing forward, pivoting, and fostering a customer-centric mindset.
Timestamps
0:00 - Preview, BS, & Meet Seth Terbeek
4:05 - Effectiveness of phone calls and texting in a business setting
7:06 - What is Customer Transformation?
11:40 - Creating a customer transformation department to increase renewal dollars
16:40 - Sharing customer information cross-functionally and centralizing information
20:44 - the need for focusing on managing accounts and addressing friction separately
26:46 - Finding the right customer experience balance
30:00 - Customer Transformation Goals 2024
32:36 - Change management and training for using Plan Hat effectively
34:10 - Plan Hat coffee and its Swedish origins
36:46 - Failing forward, creating safe spaces, and customer-centric thinking
41:30 - Recognizing areas for improvement, & customer journey map
47:06 - CS Meetup, London
48:08 - Sponsorship of Pulse event and Jess Cohen's upcoming workshop
50:30 - Closing
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Seth Terbeek: https://www.linkedin.com/in/sethterbeek/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
CS [Un]churned: Do We Really Need QBRs With Every Customer?
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Goog -
Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki
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
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#updateai #customersuccess #saas #business
___________________________
👉 Follow the podcast
Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared
Apple Podcast: https://apple.co/3dfWXmD
Spotify: https://spoti.fi/3KD3Ehl
Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.
👉 Connect with the guest
Mike Sasaki - https://www.linkedin.com/in/sasakimike/
👉 Connect with hosts
Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/
Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
Josh Schachter: https://www.linkedin.com/in/jschachter/
👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams.
👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/
👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter
👉 Check out the most loved episodes
Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
CS [Un]churned: Do We Really Need QBRs With Every Customer?
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-s