92 episodes

The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge.
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 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.
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/

    Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu)

    Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu)

    Unchurned is presented by UpdateAI

    Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more.

    Timestamps

    0:00 - Preview

    1:17 - Weekend Highlights & Intros

    4:46 - Tech landscape in Atlanta

    7:03 - Popmenu

    9:45 - Listening Strategy & Customer Feedback

    11:55 - Kristi's obsession with consultants

    13:10 - Consulting mindset for problem-solving and success

    17:00 - 3 skills Carie picked up from her time in consulting

    19:05 - Feedback on customer requests vs. software innovation

    21:50 - Balancing leadership and contact with individual contributors & customers

    24:55 - Setting up governance models

    26:50 - Gaining insights from skip-level meetings

    28:22 - Dealing with the conflicting perspectives of employees and customers

    29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce

    34:50 - Kristi's She's So Suite Podcast

    39:20 - Forming a CS team to manage your customer base

    43:35 - Customer Success Roles and Responsibilities

    45:00 - The interplay between Account Managers and Customer Success Managers

    47:00 - 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
    Carie Buchanan: https://www.linkedin.com/in/cariebuchanan/

    👉 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.

    ________________
    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 engineer
    customer success marketing
    consulting and customer success
    ______________________
    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-ba

    • 48 min
    Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor)

    Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor)

    Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia.



    Timestamps
    0:00 - Preview
    0:58 - Intros & BS
    4:40 - Arbor Education
    8:45 - Zoe's Journey from Education to EdTech
    13:19 - Transforming Education System with Tech
    16:35 - Ensuring Product Adoption
    22:37 - Account Management isn't easy
    23:50 - Building a Discrete Customer Success Team
    27:07 - The Cost of Neglecting Customer Success
    30:30 - Distributing Team Functions Amid Growth Challenges
    33:45 - Before you build a CS Team
    35:00 - Account management team may lose customer contact
    37:42 - 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
    Zoe Marshall: https://www.linkedin.com/in/zoe-marshall-54274261/

    Arbor Education: https://arbor-education.com/

    👉 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.

    ________________
    Keywords:
    account management, account management best practices, account management skills, strategic account management, account management tips, key account management best practices, How to keep your customers happy, customer success manager, customer support, customer success management,customer success manager role


    #updateai #customersuccess #saas #business
    ______________________
    UpdateAI presents Unchurned

    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.

    • 43 min
    Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)

    Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)

    #updateai #customersuccess #saas #business

    Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.

    Timestamps
    0:00 - Preview
    1:10 - Kristi's new podcast - She's So Suite
    3:46 - Meet Jess Cohen
    4:31 - Jess wanted to become an astronaut!
    6:10 - Learning the purpose of life
    7:09 - Jon learns about stars and space from TikTok
    10:28 - Kristi's training for a marathon
    11:15 - CSMs influence customer behavior
    11:55 -Not all who wander are lost
    16:15 - You'll love the CCO Club workshop in Boston
    21:35 - Should you voice your opinions?
    26:38 - Influencing customer behavior change
    31:42 - Breaking into CS
    32:10 - Jon can't decode Slack emojis
    34:42 - Kristi hates Slack
    35:50 - Slack as a productivity tool [Slack + CS = Magic]
    40:22 - Front-facing adoptive engineer
    42:30 - What does success look like as a CSM for Jess?
    44:40 - Josh loves structure
    46:15 - Wrapping up

    ___________________________
    👉 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
    Jess Cohen: https://www.linkedin.com/in/jessicalaurencohen/

    👉 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.


    ________________
    Keywords:
    How to keep your customers happy
    customer success manager
    customer support
    Customer Success Manager role
    customer success engineer
    ______________________
    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
    Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)

    Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)

    #updateai #customersuccess #saas #business



    Ryan Seams, Head of Customer Success at Assembly AI joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more.



    Timestamps

    0:00 - Preview

    1:01 - Meet our hosts

    1:48 - Meet Ryan Seams

    4:50 - Dissecting the title - "Head of Customer Success"

    6:06 - Ryan's Wall of "You Are Here" Starbucks mugs

    15:01 - What does Assembly AI do?

    18:50 - The hunger to embrace chaos for growth

    22:33 - CSMs as strategic partners to drive value

    25:31 - How to avoid customer success from becoming customer support?

    26:46 - Meet your customers where they are at

    32:55 - Allocating time on the tasks that matter

    37:20 - Customer success needs different skills at different organizations

    40:45 - Importance of using consistent customer segmentation in your organizations

    43:00 - AI's indeterminacy challenges customer success

    45:05 - Learning & contributing to CS

    47:45 - Closing



    ___________________________

    👉 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

    Ryan Seams: https://www.linkedin.com/in/ryanseams/



    👉 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



    ________________

    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.


    ___________________

    Keywords:

    customer segmentation

    customer loyalty

    b2b customer segmentation

    customer churn

    customer profiling

    behavioral segmentation

    how to use customer segmentation

    demographic segmentation

    customer analytics

    customer segmentation analytics

    types of customer segmentation

    how to do customer segmentation

    customer segmentation marketing

    what is customer segmentation

    customer segmentation with a.i

    customer segmentation meaning

    ______________________

    • 50 min
    Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)

    Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)

    #updateai #customersuccess #saas #business

    Szuyin Leow, VP of Customer Experience at Transcend joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠  & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.


    Timestamps

    0:00 - Preview

    0:36 - BS & Intros

    4:04 - Meet Szuyin

    6:08 - Need for GDPR rules

    8:25 - Kristi is not friends with Josh

    8:55 - CS & CS tool stack at Transcend

    13:51 - Hiring a CSM for renewals

    17:45 - Kristi is insecure about not having a consulting background

    25:41 - Pick a leader, not a job

    26:54 - Identifying superpowers

    28:50 - You don't need a CS background
    32:10 - Szuyin's husband is a YouTuber.

    34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience

    ___________________________

    👉 Connect with the guest
    Szuyin Leow: https://www.linkedin.com/in/szuyinleow/



    👉 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

    ________________

    Keywords:

    How to keep your customers happy

    customer success manager

    customer support

    customer success management

    Customer Success Manager role

    hiring tips for customer success

    steps in hiring a customer success manager

    consulting and customer success

    experience versus expertise

    • 46 min
    The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)

    The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)

    Paul Holder, CEO of OnRamp, joins the hosts ⁠Kristi Faltorusso⁠, ⁠Mickey Powell, Jon Johnson⁠  & ⁠Josh Schachter⁠.

    They discuss how OnRamp is designed to streamline the onboarding process for customers.

    The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue.

    From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision.



    Timestamps
    0:00 - Preview

    1:07 - Welcome to The Pantless Podcast

    2:43 - Meet our hosts

    4:58 - Bid Adieu Mickey!

    9:42 - Josh & Kristi argue about the right way to introduce guests

    11:30 - Meet Paul Holder

    12:22 - The onboarding tool stack can be chaotic

    16:41 - OnRamp is not just another onboarding platform

    20:14 - Leading the CS Team at Troops

    22:53 - Jon takes center stage

    23:39 - How can CSMs ensure growth & retention

    25:55 - Kristi is ambitious

    26:38 - Practicing customer obsession

    30:18 - How can CSMs become irreplaceable?

    32:28 - Transitioning as a Co-Founder

    34:39 - Banter & Closing



    👉 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

    • 36 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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