[Un]Churned – The No. 1 Podcast for Customer Retention

Gainsight

Retention is the new growth & AI is rewriting the rules. Hosted by Josh Schachter, SVP of Atlas at Gainsight, [Un]Churned—the No. 1 podcast for retention and Customer Success leaders—features real talk with the sharpest minds in the Customer Success space. We dig into how teams are scaling smarter, activating AI agents, and redesigning the customer journey for lasting impact. If you're experimenting with automation, questioning the traditional post-sales model, or trying to drive more value with less headcount, you're in the right place. AI won’t fix churn, but these conversations might.

  1. How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo)

    HÁ 1 DIA

    How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo)

    How Disqo Sparked an AI Movement With a Company-Wide Hackathon When everyone was talking about AI but few knew where to start, Disqo took a bold step: they cleared two full days and ran a company-wide AI hackathon. The result? 70 people, 15 teams, and a wave of innovation that’s still driving value today. In this episode, David Karp, Chief Customer Officer at Disqo, shares the inside story of how they achieved this and how it transformed their culture. From creating starter ideas and cross-functional teams to sustaining momentum with office hours and grassroots initiatives, David lays out the exact playbook you can use to kickstart AI adoption in your own org. What you’ll learn: - How to design an AI hackathon that drives real business outcomes. - Why constraints and scoring criteria make or break innovation. - How to spark bottom-up energy with top-down support. - Ways to sustain momentum with AI office hours and team-led mini-hackathons. - Why AI adoption starts with leaders using the tools themselves. Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/ Where to Find David: LinkedIn - https://www.linkedin.com/in/davidalankarp/ Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/ In this episode, we cover: 0:00 – Preview & Introduction 1:56 – Meet David Karp, CCO of Disqo 2:50 – Disqo’s AI Journey: Where It All Began 4:00 – Seeding Ideas: Building the Hackathon Foundation 7:09 – The Secret Sauce: Rules, Constraints & Incentives 11:40 – Behind the Scenes: Planning Hackathon Logistics 16:22 – Scoring, Evaluation & The Prize That Motivated Teams 19:19 – How Disqo Ran an Internal CS Hackathon 21:35 – Keeping Momentum Alive After the Event 23:28 – Outcomes: The Lasting Impact of the Hackathon 24:00 – Key Lessons for CS Leaders & SaaS Executives

    28min
  2. How to Scale Customer Success with AI Agents ft. LeeRon Yahalomi (Aligned)

    10 DE SET.

    How to Scale Customer Success with AI Agents ft. LeeRon Yahalomi (Aligned)

    The Secret Workflow Letting LeeRon Manage 100 Accounts With a 2-Person Team When tasked with managing 100 accounts with just two people, most leaders would immediately start hiring. Not LeeRon Yahalomi. Instead, the VP of Customer Success at Aligned built her own team of AI agents inside ChatGPT that handle customer handoffs, meeting prep, and even communication coaching. In this mind-opening conversation, LeeRon shares how she scaled her team without adding headcount, how she uses AI to deliver “11-star” customer experiences, and why she believes customer success is no longer about post-sales; it’s about the next sale. Whether you’re an AI skeptic or already experimenting with agents, this episode will change how you think about scaling teams, designing workflows, and the future of CS. What you’ll learn: 1. Why AI agents are the new teammates in customer success. 2. How to use ChatGPT for handoffs, prep, and communication. 3. Why CS is not just “post-sales”. 4. How to balance AI automation with human empathy. 5. How Customer Success can drive revenue when it focuses on expansion, not just retention. Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/ Where to Find LeeRon Yahalomi LinkedIn - https://www.linkedin.com/in/leeron-yahalomi-1b066819/ Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/ In this episode, we cover: 0:00 - Preview 1:32 - Meet LeeRon Yahalomi & Learn about Aligned's mission 3:31 - The thrill of working in early-stage startups 4:55 - Why AI became the only path to growth 11:00 - Will AI replace jobs in CS? 13:20 - AE to CS Handoff Agent 17:55 - Meeting Preparation Agent 20:57 - Communication Coaching Agent 23:20 - Orchestration CS with Agent 26:26 - Prioritising learning AI 28:28 - Why CS isn’t post-sales anymore; it’s the “next sale” Referenced: - ChatGPT: https://chatgpt.com/ - n8n: https://n8n.io/

    33min
  3. What Really Happens When AI Becomes Your Teammate ft.Brady Bluhm & Kalpana KrishnaKumar (Gainsight)

    3 DE SET.

    What Really Happens When AI Becomes Your Teammate ft.Brady Bluhm & Kalpana KrishnaKumar (Gainsight)

    How Kalpana, our Enterprise CSM, Scaled Her Book of Business by 40% With AI Kalpana Krishna Kumar, an Enterprise CSM at Gainsight, and Brady Bluhm, Senior Product Manager at Gainsight, join the show to share how they’re reimagining customer success with AI. From Kalpana’s 40% increase in her book of business to Brady’s unlikely journey from child actor to AI trailblazer, this episode is full of surprising stories about scaling, stress relief, and the human side of AI. Together, they reveal how AI is less about automation and more about unlocking the best version of yourself. What you’ll learn: 1. How Kalpana scaled her accounts by 40% without burning out. 2. Why peace of mind is one of AI’s most underrated benefits. 3. The grassroots AI movement that transformed Gainsight. 4. Brady’s personal workflow hacks for integrating AI into daily work. 5. Why AI isn’t replacing CSMs—it’s making them stronger. Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/ Where to Find Brady Bluhm LinkedIn - https://www.linkedin.com/in/bradybluhm/ IMDb - https://www.imdb.com/name/nm0089603/ Where to Find Kalpana Krishna Kumar LinkedIn - https://www.linkedin.com/in/kalpana-krishna-kumar/ Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/ In this episode, we cover: 0:00 - Preview 1:00 - Meet Brady & Kalpana 3:35 - First steps with AI 8:24 - Grassroots AI education at Gainsight 10:50 - Scaling book of business by 40% 17:13 - Why AI gives CSMs peace of mind 19:01 - Find a meeting recording tool 24:34 - Predicting the future of CS 25:05 - Building personal AI agents & say goodbye to busy work 35:03 - Closing reflections Referenced: - Staircase AI - https://www.gainsight.com/staircase-ai/ - Gamma - https://gamma.app/ - NotebookLM - https://notebooklm.google/ - Claude - https://claude.ai/ - Zoom AI Companion - https://www.zoom.com/en/products/ai-assistant/

    37min
  4. How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145

    27 DE AGO.

    How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145

    AI is evolving so fast that it’s hard to keep up—sparking both excitement and anxiety about the future of work. Will AI replace jobs, or will it redefine them? In this episode of [Un]churned, host Josh Schachter, SVP of Atlas at Gainsight, sits down with Jeffrey Bussgang, General Partner & Co-Founder at Flybridge Capital Partners and Senior Lecturer at Harvard Business School, and Teresa Anania, Chief Customer Officer at Sophos, who’s been leading from the frontlines of AI-driven customer engagement. Together, they unpack the gap between the theory of AI transformation and the reality of implementation in large organizations. Jeff discusses how leaders can foster an “AI native” culture—one that encourages experimentation while valuing human judgment. Teresa shares a candid look into Sophos' AI journey, addressing the fears, resistance, and cultural shifts that come with change. She also highlights practical strategies to empower teams and enhance customer experiences through thoughtful automation. Whether you’re a tech leader, customer success pro, or just AI-curious, this conversation is packed with actionable insights on embracing the future without losing the human touch. Timestamps: 0:00 - Preview 0:48 - Meet Jeff & Teresa 2:40 - The Impact of AI on Business Innovation 5:00 - Fostering an AI-Driven Culture to Elevate Workforce Value 16:10 - How AI Enables Rapid Prototyping 19:40 - Balancing Human and AI Workflows 21:50 - Quality Assurance and Customer Experience at Scale 27:50 - Internal “Agent Assist” Solutions 35:07 - Dynamics in Adopting AI Solutions ______________________ 👉 Follow the podcast Subscribe: https://www.youtube.com/@Gainsight Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Explore more episodes, takeaways & transcripts: https://gainsight.com/unchurned 👉 Connect with the guests Jeffrey Bussgang: https://www.linkedin.com/in/bussgang/ Teresa Anania: https://www.linkedin.com/in/teresa-anania/ Check out Jeff's Book “The Experimentation Machine": https://experimentationmachine.com/ 👉 Connect with host Josh Schachter: https://www.linkedin.com/in/jschachter/ ______________________ [Un]Churned is presented by Gainsight About Gainsight Gainsight is the retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. Learn more at www.gainsight.com.

    43min
  5. Gainsight's New CEO ft. Nick Mehta and Chuck Ganapathi | Ep. 144

    20 DE AGO.

    Gainsight's New CEO ft. Nick Mehta and Chuck Ganapathi | Ep. 144

    Meet Chuck Ganapathi, the new CEO of Gainsight! In this special episode of [Un]Churned, host Josh Schachter sits down with Gainsight’s outgoing CEO Nick Mehta and his successor, Chuck Ganapathi, to mark a pivotal leadership transition. Nick reflects on his 13-year journey building Gainsight into a category-defining company, the lessons he’s learned navigating growth, and why now is the right time to hand over the reins. Chuck shares his gratitude for the opportunity, the deep trust he and Nick have built over decades of connection, and his vision for the company’s next chapter—one shaped by AI, customer success innovation, and a human-first culture. Timestamps 0:00 - Welcome & The Big Announcement 2:25 - Why Nick Is Stepping Down 3:54 - Lessons from Private Equity & Building a Lasting Company 6:23 - Chuck on becoming the NEW CEO 7:10 - How Nick & Chuck First Met (Stanford Days & Startup Stories) 16:25 - Why Chuck Was the Obvious Choice for CEO 21:12 - CEO Transitions as Turning Points 25:40 - Human-First Leadership & Gainsight’s Mission 28:20 - What’s Next for Customer Success in the Age of AI 34:12 - Will AI Replace CSMs? (Nick & Chuck’s Take) 36:42 - Looking Ahead: The Next Chapter of Gainsight 38:52 - Fun Facts About Chuck (Heartthrob, Tennis & Shopping!) 44:34 - Final Words: Legendary & Transformational Futures 👉 Explore more episodes, takeaways & transcripts: https://gainsight.com/unchurned 👉 Check out the bonus episode: https://gainsight.com/unlock ______________________ 👉 Follow the podcast Subscribe: https://www.youtube.com/@Gainsight Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guests Chuck Ganapathi: https://www.linkedin.com/in/chuckganapathi Nick Mehta: https://www.linkedin.com/in/nickmehta/ 👉 Connect with host Josh Schachter: https://www.linkedin.com/in/jschachter/ ______________________ Keywords: Gainsight, Customer Success, Nick Mehta, Chuck Ganapathi, CEO Transition, Customer Retention, SaaS Leadership, AI in Customer Success, AI Agents, Business Growth, Human-First Leadership, Churn Reduction, Scale Customer Success, SaaS Leadership Podcast, SaaS Growth Strategies ______________________ [Un]Churned is presented by Gainsight About Gainsight Gainsight is the retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. Learn more at www.gainsight.com.

    46min

  6. 18 DE JUN.

    Kristi's AI Project, Josh's Wedding & Until Next Time...

    #updateai #customersuccess #saas #business Welcome back to Unchurned! In this special episode, hosts Josh Schachter and Kristi Faltorusso gather for one last on-air session before a well-deserved summer break—and just before Josh’s London wedding celebration! They also dive into Kristi's AI learning journey—breaking down how she’s gone all-in on micro-learning, prompt engineering, and building real tools with zero engineering background. Listen as she and Josh discuss the importance of actually using AI, not just reading about it, the potential risks of ignoring these skills, and why investing just ten minutes a day could change your game in the evolving tech landscape. Timestamps 0:00 - Preview 0:45 - Josh is married/is getting married 4:30 - Upcoming summer break for the podcast 5:05 - Leadership Loss and Reflections at Planhat 8:07 - Kristi is learning & experimenting with AI 13:55 - Scaling Personal Expertise with AI 18:40 - Encouragement to Engage with AI ___________________________ 👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697 Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for ⁠UpdateAI⁠ 👉 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.

    24min
  7. The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)

    11 DE JUN.

    The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)

    #updateai #customersuccess #saas #business Rachel Tsui, the ex-Head of CS at Komodo Health, joins hosts Jon Johnson and Josh Schachter to dive deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health. Timestamps 0:00 - Preview, & Intros 7:30 - CS at Komodo Health 10:28 - KPIs for customer success at Komodo 12:00 - Plans and Priorities 13:22 - Focusing on separating support from CS activities 16:03 - Managing expectations around promotions 20:06 - Navigating career growth 23:50 - Cross-functional collaboration and tools for knowledge sharing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Rachel Tsui: https://www.linkedin.com/in/racheltsui 👉 Connect with hosts Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/ Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for ⁠UpdateAI⁠ 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, healthcare map, health data, AI, big data, Komodo Health, customer success, net dollar retention, CSM, customer engagement, healthcare platform, data platform, CS team, account management, product utilization, strategic initiatives, executive relationships, customer influence, renewal rate, Gainsight, CRM, AMs (Account Managers), team structure. ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

    25min
  8. How to Turn Insights into Company Strategy ft. Cait Keohane

    4 DE JUN.

    How to Turn Insights into Company Strategy ft. Cait Keohane

    #updateai #customersuccess #saas #business Join host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency. Timestamps 00:00 – Preview, Meet Cait Keohane & Learn About Airtable 01:30 – Cait's Journey at Zendesk 03:15 – Building Customer Success and Account Management at Zendesk 07:50 – Joining Airtable as CCO 08:50 – First 90 Days at Airtable: Priorities and Execution 13:10 – Feedback and Voice of Customer Mechanisms 15:00 – Renewal Management and Risk Mitigation 19:38 – Delivering Personalized Experiences at Scale 21:50 – Platform Complexity and Change Management 24:50 – The Role of MVP Users and Power Builders in Scaling 26:51 – Closing Thoughts and Future Outlook ___________________________ 👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697 Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Cait Keohane: https://www.linkedin.com/in/caitkeohane/ 👉 Connect with hosts Josh Schachter: https://www.linkedin.com/in/jschachter/ 👉 Sign up for ⁠UpdateAI⁠ 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠https://blog.update.ai/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, customer success metrics, Customer success strategies for SaaS companies, Building a customer-centric culture in tech, Scaling customer success teams effectively, Customer feedback integration in product strategy, Airtable's approach to customer success and retention, Airtable customer insights, Customer journey mapping, Product strategy feedback ______________________ Unchurned is presented by UpdateAI About UpdateAI At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

    29min
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Retention is the new growth & AI is rewriting the rules. Hosted by Josh Schachter, SVP of Atlas at Gainsight, [Un]Churned—the No. 1 podcast for retention and Customer Success leaders—features real talk with the sharpest minds in the Customer Success space. We dig into how teams are scaling smarter, activating AI agents, and redesigning the customer journey for lasting impact. If you're experimenting with automation, questioning the traditional post-sales model, or trying to drive more value with less headcount, you're in the right place. AI won’t fix churn, but these conversations might.

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