36 episodes

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/

Unchurned Josh Schachter - UpdateAI

    • Business
    • 5.0 • 78 Ratings

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/

    Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)

    Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)

    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! 


    👉 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.

    • 30 min
    Why Insights Without Accountability Mean Little ft. Dickey Singh (Cast)

    Why Insights Without Accountability Mean Little ft. Dickey Singh (Cast)

    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 customerWhy 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! 



    👉 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.

    • 27 min
    Why Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango)

    Why Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango)

    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 AudienceWhy 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 operatesResource: CS Salary & Industry Report 2022


    This was a jam-packed episode, so be sure to catch it wherever you listen to your podcasts! 



    👉 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.

    • 23 min
    What You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView)

    What You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView)

    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 PLGWhy 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. 
    👉 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.

    • 36 min
    #OpenToWork series ft. Leslie Chamberlain

    #OpenToWork series ft. Leslie Chamberlain

    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, a strategic 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
    👉 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.
    👉 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.

    • 9 min
    How to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora)

    How to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora)

    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. 
    👉 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.

    • 25 min

Customer Reviews

5.0 out of 5
78 Ratings

78 Ratings

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.

em191818 ,

Super thoughtful and innovative !!!

Keep them coming!!

CarChaseAlex ,

The value of after the sale

You can’t run a modern business without customer success, and Josh knows the secrets of customer success like no one else. I’ve learned a ton from this podcast useful for my business!

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