98 episodes

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/

Unchurned - The No. 1 podcast for Customer Success Josh Schachter - UpdateAI

    • Business
    • 5.0 • 86 Ratings

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/

    Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)

    Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)

    #updateai #customersuccess #saas #business

    Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss:
    - Challenges of constant employee turnover
    - Aligning Sales & CS on Success Plans
    - Strategies for successful cross-functional collaboration
    - Role of AI in sharing the voice of the customer
    - Differentiating onboarding phases
    - Prioritizing customer-centric tactics
    - Strategic approaches to improving customer retention
    - Navigating challenges related to M&A


    Timestamps
    0:00 - Preview
    1:25 - Meet our guests & Solar Eclipse
    6:31 - Leadership is lonely
    8:35 - Challenges in cross-function collaboration
    10:58 - Challenges dealing with churn, employee turnover
    16:50 - Kristi shares the benefits of re-onboarding & strategies around it
    22:50 - Alex shares his perspective on onboarding & non-regretted churn
    24:35 - How you can tactically be customer-centric
    28:20 - Responsive ---Behind the scenes
    32:50 - Re-onboarding doesn't have to be free
    35:35 - Identifying customer behavior
    38:50 - Using AI to keep customer insights aligned across teams
    40:22 - Alex shares about transitioning to an enterprise value selling motion
    44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33%
    45:45 - Adjusting success plans
    50:43 - Closing
    ___________________________
    #updateai #customersuccess #saas #business

    ___________________________

    👉 Follow the podcast
    Youtube: ⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠
    Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠
    Spotify: ⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠


    Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review.

    👉 Connect with the guest
    Michael Forney - https://www.linkedin.com/in/michael-forney/
    Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/

    👉 Connect with hosts
    Jon Johnson: ⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠⁠⁠⁠⁠
    Kristi Faltorusso: ⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠⁠⁠⁠⁠
    Josh Schachter: ⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠⁠⁠⁠⁠

    👉 ⁠⁠⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams.
    👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠⁠⁠
    👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠⁠⁠



    👉 Check out the most loved episodes


    ⁠⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠⁠



    👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠Google⁠

    • 52 min
    Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot)

    Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot)

    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=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
    Jonathan Corbin: https://www.linkedin.com/in/jcorbin01/

    👉 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

    • 31 min
    Increase Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365)

    Increase Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365)

    #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=shared⁠⁠⁠⁠⁠
    Apple Podcast: ⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠
    Spotify: ⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠

    👉 Connect with the guest
    Kris Sundberg: https://www.linkedin.com/in/kriswithak/

    👉 Connect with hosts
    Jon Johnson: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠⁠⁠
    Kristi Faltorusso: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠⁠⁠
    Josh Schachter: ⁠⁠⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠⁠⁠

    👉 ⁠⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams.
    👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠⁠
    👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠⁠



    👉 Check out the most loved episodes


    ⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠



    👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠.


    ______________________
    Unchurned is presented by UpdateAI

    About UpdateAI
    At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS co

    • 43 min
    Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk)

    Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk)

    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=shared⁠⁠⁠⁠
    Apple Podcast: ⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠
    Spotify: ⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠

    👉 Connect with the guest
    Elisabeth Zornes: https://www.linkedin.com/in/elisabethzornes/

    👉 Connect with hosts
    Jon Johnson: ⁠⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠⁠
    Kristi Faltorusso: ⁠⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠⁠
    Josh Schachter: ⁠⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠⁠

    👉 ⁠⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams.
    👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠⁠
    👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠⁠CS Insider Newsletter⁠⁠⁠⁠



    👉 Check out the most loved episodes


    ⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠
    ⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠



    👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠.


    ______________________
    Unchurned is presented by UpdateAI

    About UpdateAI
    At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

    • 47 min
    Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries)

    Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries)

    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=shared⁠⁠⁠
    Apple Podcast: ⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠
    Spotify: ⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠

    👉 Connect with the guest
    Jill Sawatzky: https://www.linkedin.com/in/jillsawatzky/

    👉 Connect with hosts
    Jon Johnson: ⁠⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠⁠
    Kristi Faltorusso: ⁠⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠⁠
    Josh Schachter: ⁠⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠⁠

    👉 ⁠⁠⁠Sign up for ⁠UpdateA⁠⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams.
    👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠⁠https://blog.update.ai/⁠⁠⁠⁠
    👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠⁠CS Insider Newsletter⁠⁠⁠



    👉 Check out the most loved episodes


    ⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠
    ⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠
    ⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠
    ⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠



    👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠, ⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠, ⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠,⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠,  ⁠⁠⁠⁠Google⁠⁠⁠⁠, ⁠⁠⁠⁠ Totango⁠⁠⁠⁠,⁠⁠⁠⁠  Zoura⁠⁠⁠⁠, ⁠⁠⁠⁠Workday⁠⁠⁠⁠, ⁠⁠⁠⁠Zendesk⁠⁠⁠⁠, ⁠⁠⁠⁠Braze⁠⁠⁠⁠, ⁠⁠⁠⁠BMC Software⁠⁠⁠⁠, ⁠⁠⁠⁠Monday.com⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠ and ⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠.


    ______________________
    Unchurned is presented by UpdateAI

    About UpdateAI
    At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

    • 46 min
    Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)

    Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)

    #updateai #customersuccess #saas #business

    Sarah 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.

    Timestamps
    0:00 - Preview
    1:02 - Josh's childhood bedroom & Men need pillows
    2:36 - Wish Jon a Happy Birthday!
    4:15 - Meet Sarah Parker & Learn about BetterUp
    6:42 - How coaching equips leaders to navigate challenges
    10:30 - Challenges at BetterUp
    13:00 - High-touch approach for customer success
    14:40 - Challenges despite a high NPS
    18:18 - Services offered by BetterUp
    22:04 - Mindset transition from a service provider to a partner
    25:15 - Augmenting CSMs & enabling customers as platform owners
    29:10 - High demand for low-touch models faces resistance.
    31:45 - Articulating worth for maximizing impact
    33:54 - CSMs are trained to be a superhero
    35:33 - Transitioning from UiPath to BetterUp was personal
    37:35 - Wrap up!
    ___________________________

    👉 Follow the podcast
    Youtube: ⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠
    Apple Podcast: ⁠⁠https://apple.co/3dfWXmD⁠⁠
    Spotify: ⁠⁠https://spoti.fi/3KD3Ehl⁠⁠

    👉 Connect with the guest
    Sarah Parker: https://www.linkedin.com/in/sarahkparker/

    👉 Connect with hosts
    Jon Johnson: ⁠⁠https://www.linkedin.com/in/jonwilliamjohnson/⁠⁠
    Kristi Faltorusso: ⁠⁠https://www.linkedin.com/in/kristiserrano/⁠⁠
    Josh Schachter: ⁠⁠https://www.linkedin.com/in/jschachter/⁠⁠

    👉 ⁠⁠Sign up for ⁠UpdateA⁠⁠I⁠ - the only Zoom virtual assistant for customer-facing teams.
    👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at ⁠⁠⁠https://blog.update.ai/⁠⁠⁠
    👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the ⁠⁠CS Insider Newsletter⁠⁠



    👉 Check out the most loved episodes


    ⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠
    ⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠
    ⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠
    ⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠



    👉 Past guests on The Unchurned Podcast include ⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠, ⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠, ⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠,⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠Cloudflare⁠⁠⁠,  ⁠⁠⁠Google⁠⁠⁠, ⁠⁠⁠ Totango⁠⁠⁠,⁠⁠⁠  Zoura⁠⁠⁠, ⁠⁠⁠Workday⁠⁠⁠, ⁠⁠⁠Zendesk⁠⁠⁠, ⁠⁠⁠Braze⁠⁠⁠, ⁠⁠⁠BMC Software⁠⁠⁠, ⁠⁠⁠Monday.com⁠⁠⁠, and best-selling authors like ⁠⁠⁠Geoffrey Moore⁠⁠⁠ and ⁠⁠⁠Kelly Leonard⁠⁠⁠.


    ______________________
    Unchurned is presented by UpdateAI

    About UpdateAI
    At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.

    • 37 min

Customer Reviews

5.0 out of 5
86 Ratings

86 Ratings

carlyjcais ,

Keep customers happy and sticky

If you’re in CS - or run any business - learning strategies and tactics for keeping customers happy is key to success. This podcast is one of the few out there that focuses specifically on customer retention and delight. Josh and his team know their stuff - and the guests provide several golden nuggets in every episode. A must-listen!

Lebo2k ,

Great, actionable learnings

I just binge-listened to a bunch of Unchurned episodes and am loving them. There are so many business podcasts out these that lose my interest with how general and obvious their "learnings" are. Unchurned isn't like that - they cover high level concepts all the way down to specific tactics that I can try with my own biz. I feel like I come away with a must-do for myself from every episode. If you're serious about customer success, I highly recommend it.

Chad_Horenfeldt ,

One of the best out there in Customer Success

I really enjoy these podcasts as the guests have a lot to share and they cover a wide variety of topics. I always take away 1-2 items that I can try out. Highly recommended if you are a CS leader.

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