102 episodes
Unchurned - The No. 1 podcast for Customer Success Josh Schachter - UpdateAI
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- Business
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5.0 • 86 Ratings
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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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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
___________________________
#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 -
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 -
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
Customer Reviews
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!
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.
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.