Unchurned - The No. 1 podcast for Customer Success

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

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/

  1. Defining the CS Playbook Philosophy to Balance - Guidance and Governance ft. Caitlin Wood (ZeroFox)

    5D AGO

    Defining the CS Playbook Philosophy to Balance - Guidance and Governance ft. Caitlin Wood (ZeroFox)

    Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecurity, where the ROI often means that nothing happens. Tune in as Caitlin uncovers how she approaches customer experience, the evolution of customer engagement models, and the balance between AI integration and the indispensable human element in achieving customer success. Timestamps 0:00 - Preview, BS & Intros 4:08 - Learn about ZeroFOX 5:10 - Challenges in Proving ROI in Cybersecurity 7:45 - Customer Engagement and Service Model 10:57 - Lead Pass Process and CSQLs 15:10 - Complexity and Simplicity in Incentives 18:10 - Efforts to Mature Models and Remove Friction 22:35 - Adaptation of Playbooks 25:51 - Attitude, Aptitude, and Experience in Hiring 30:56 - Integrating AI for Internal Teams & Tasks ___________________________ 👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697 Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Caitlin Wood : https://www.linkedin.com/in/caitlinewood/ 👉 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/⁠ ________________ 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, Chief customer officer, Customer engagement, Account manager, Technical account managers, Customer experience, Playbooks, Onboarding, customer outcomes, Health scoring, Productivity tools, Work with customers ______________________ 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.

    35 min
  2. How to Scale Customer Success Beyond the Comfort Zone? ft. Kelly McGuire (Everstage)

    MAR 19

    How to Scale Customer Success Beyond the Comfort Zone? ft. Kelly McGuire (Everstage)

    #updateai #customersuccess #saas #business Kelly McGuire, Vice President of Customer Success at Everstage, joins hosts Jon Johnson and Josh Schachter (Co-Founder & CEO of UpdateAI). They dive into how Everstage is disrupting the market, driving outcomes for its clients, and empowering a range of roles—from sales operations to account managers. Kelly shares her "comfort zone philosophy," emphasizing the importance of stepping beyond our comfort zones to foster growth and achieve success. She also talks about Everstage’s vibrant, no-ego culture, the crucial role leadership plays in scaling customer success, and her vision for expanding Everstage’s impact in the years ahead. Timestamps 0:00 – Preview 0:48 – Meet Kelly McGuire, VP of Customer Success at Everstage 4:00 – The role of customer success in sales 6:10 – Kelly’s "comfort zone philosophy" 12:10 – Transition from Sisense to Everstage 15:42 – No-ego culture and collaborative work environment 20:20 – Leadership alignment and transparency initiative 25:55 – Kelly’s vision for scalable growth at Everstage ___________________________ 👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697 Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Kelly McGuire : https://www.linkedin.com/in/kellymcguire22/ 👉 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/⁠ ________________ 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, sales compensation, EverStage, customer journey, sales ops, rev ops, revenue goals, customer outcomes ______________________ 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.

    28 min
  3. How to Build a Customer-Centric Culture ft. Rimple Patel (Eightfold.ai)

    MAR 12

    How to Build a Customer-Centric Culture ft. Rimple Patel (Eightfold.ai)

    #updateai #customersuccess #saas #business Rimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company. Timestamps 00:00 - Preview & Intros 01:35- Overview of Eightfold.ai 04:30 - AI in Talent Management 08:00 - Rimple’s Journey, Career Path & Industry Experience 17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability 28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment 33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar ___________________________ 👉 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 Rimple Patel https://www.linkedin.com/in/rimpledpatel/ 👉 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/ ______________________ 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.

    35 min
  4. How CS Teams Can Build Trust and Secure Buy-In to Grow and Scale Customer Success ft. Lawrence Waldman (GLMX)

    MAR 5

    How CS Teams Can Build Trust and Secure Buy-In to Grow and Scale Customer Success ft. Lawrence Waldman (GLMX)

    #updateai #customersuccess #saas #business Lawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relationships and innovative approaches. Timestamps 0:00 - Preview, Music Nerds Unite, LinkedIn & Intro 8:30 - GLMx, its services 12:28 - Lawrence's new role at GLMx, team dynamics and culture 15:08 - Lawrence's experience hunting a job 19:00 - The first 100 days 23:10 - Building trust and buy-in 31:45 - Pleasant surprises and operational challenges 38:23 - Transitioning from learning to executing ___________________________ 👉 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 Lawrence Waldman:https://www.linkedin.com/in/lawrencejwaldman/ 👉 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 at⁠https://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.

    42 min
  5. Redefining Customer Experience with Empathic AI ft. Andrei Negrau & Chad Horenfeldt (Siena AI)

    FEB 26

    Redefining Customer Experience with Empathic AI ft. Andrei Negrau & Chad Horenfeldt (Siena AI)

    #updateai #customersuccess #saas #business Andrei Negrau, CEO of Siena AI, and Chad Horenfeldt, VP of CS at Siena AI, join Jenny Calvert and Josh Schachter to discuss the intricacies of maintaining brand voice integrity in AI-driven interactions, the company's strategic focus on net dollar retention, and the unique challenges and opportunities of AI’s transformative role in e-commerce. Plus, learn how companies can leverage tools like UpdateAI to capture real-time customer insights and drive strategic growth. Timestamps 0:00 - Preview & Introductions 7:01 - The Concept of Empathic AI 11:20 - Working at Startups vs. Larger Companies 14:30 - Aligning Company and Team Goals for Customer Success 17:18 - Siena’s Customer Experience Strategy for 2025 24:14 - Using UpdateAI’s Frameworks to Score Customer Experience 28:03 - Facilitating Better Cross-Functional Alignment ___________________________ 👉 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 Andrei Negrau :https://www.linkedin.com/in/negrau/ Chad Horenfeldt :https://www.linkedin.com/in/chadhorenfeldt/ 👉 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 at⁠https://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.

    32 min
  6. Navigating Mergers and Leading Through Change ft. Bonnye Hart

    FEB 19

    Navigating Mergers and Leading Through Change ft. Bonnye Hart

    #updateai #customersuccess #saas #business Join Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer. Discover how these twin powers under the Thoma Bravo banner are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights. Timestamps 0:00 - Preview, BS & Intros 2:49 - Thoma Bravo and merger discussion 6:04 - Team dynamics post-merger 8:00 - Introduction to Opexus and Casepoint 11:53 - The curiosity post-merger and job security 14:43 - Engagement models and customer-centricity 22:17 - Bonnye's strategy & approach to CS ___________________________ 👉 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 Bonnye Hart:https://www.linkedin.com/in/bonnye/ 👉 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/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Opexus and Casepoint merger, Thoma Bravo, merger, customer success, Vista private equity, GovDelivery, private equity investment, product adoption, customer engagement, customer services qualified leads, customer journey, customer satisfaction, sales interlock, , customer centricity, change management, organizational merger, customer experience ______________________ 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.

    27 min
  7. How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica)

    JAN 29

    How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica)

    #updateai #customersuccess #saas #business Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction. Timestamps 0:00 – Preview & Intros 4:10 – Priorities for 2025 7:07 – Rules of the Road 8:40 – The #1 Rule of the Road 11:23 – Collaboration with Internal Teams 13:00 – Showing Up with a Point of View & Being Engaged 15:37 – Identifying and Hiring Potential Candidates 17:20 – "The Best in the Universe" 21:37 – Amy's Experience at the CS100 Conference 23:40 – Personal Branding and Growth ___________________________ 👉 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 Amy O.: https://www.linkedin.com/in/amy-oilman/ 👉 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/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, customer success, customer success team, customer empathy, conversational AI, rules of the road, customer satisfaction, customer retention, customer expansion, Salesforce, Google, customer relationships, CS leader, Conversica, CS priorities, customer experience, retention strategies, customer advocacy, customer insights, collaboration, internal teams, customer empathy, customer journey, customer 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.

    28 min
  8. Enabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek)

    JAN 22

    Enabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek)

    Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base. Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers. Christine also highlights her team’s excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships and driving business growth. Timestamps 0:00 - Preview & Intros 3:00 - Christine's Career Evolution 4:15 - Formation of the Strategy and Enablement Group 11:00 - Team Structure & Implementation 12: 19 - Hiring Plans & Profiles 13:40 - Expectations from CSMs 17:40 - Diverse challenges due to multiple products and systems 20:51 - Team Sentiment and Engagement ___________________________ 👉 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 Christine Boermeester: https://www.linkedin.com/in/christine-boermeester-9315472/ 👉 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/⁠ ________________ Keywords: How to keep your customers happy, customer success manager, customer success management, Customer Success Manager role, Unchurned, customer relationships, Deltek, enterprise software, information solutions, customer care, customer support, customer success, strategy and enablement, digital content management, customer enablement group, customer experience, customer engagement, customer success manager, renewals, digital segment, account management ______________________ 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.

    23 min
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    5
    out of 5
    87 Ratings

    About

    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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