Unchurned - The No. 1 podcast for Customer Success

Josh Schachter - UpdateAI
  • 5.0 (87)
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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. How to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com)

    1 DAY AGO

    How to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com)

    #updateai #customersuccess #saas #business Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development. She also shares the challenges and successes she faced while prioritizing customer needs. This episode is a must-listen for anyone looking to understand how leading SaaS companies can effectively harness customer feedback to drive innovation and achieve sustained growth. Timestamps 0:00 - Preview & Intros 4:11 - Leah's role and background 10:40 - Evolution of Voice of the Customer at Monday.com 16:30 - Aligning sales, CS, and product teams 19:20 - Handling Customer Feedback 26:40 - Closing the loop on customer requests 27:45 - Differences in expectations between product and client-facing teams 28:40 - Balancing client requests with product innovation 33:45 - Steps to improve VOC systems ___________________________ 👉 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 Leah Bauman: https://www.linkedin.com/in/leah-bauman-670ba615/ 👉 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, Unchurned podcast, Leah Bauman, UpdateAI, enterprise product alignment, product feedback, product roadmap, client expectations, voice of the customer, product management, SaaS, customer centricity, Monday.com, work management platform, client-facing teams, customer success, sales, customer insights, VOC culture, customer feedback, product innovation, product design, client personas, customer relationship, cross-functional collaboration, hackathon, product features, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics ______________________ 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.

    36 min
  2. Redefining Compensation to Better Align CS Roles with Revenue Goals

    4 DAYS AGO

    Redefining Compensation to Better Align CS Roles with Revenue Goals

    #updateai #customersuccess #saas #business Hosts ⁠⁠Kristi Faltorusso (CCO, ClientSuccess)⁠⁠, ⁠⁠Jon Johnson(Principal CSM, Key Accounts at UserTesting)⁠⁠ & ⁠⁠Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year. Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they’re observing, and reflect on the evolution of customer success and account management and the ongoing merger of these roles. Timestamps 0:00 - Preview, BS & Intros 5:44 - Are CS leaders transitioning to account management roles? 9:00 - Redesigning compensation models to align CS with revenue activities 14:50 - Problems with current data management practices 25:18 - Predictions for 2025 28:52 - LinkedIn algorithm, AI content, and Social Media Behavior 36:08 - Need for a defined strategy and long-term planning 39:30 - Pressure on CS to demonstrate quick impact and results ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWk Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 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.

    47 min
  3. Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)

    6 DAYS AGO

    Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)

    #updateai #customersuccess #saas #business Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions. Timestamps 0:00 - Preview 1:00 - Meet Colin Murphy and overview of BMC Software 6:30 - Customer Success at BMC Software 11:35 - Core objectives of CS 13:13 - BMC's Growth Priorities 15:01 - Engagement framework, tracking & adoption reviews 21:30 - Vision and Objectives for 2025 24:40 - Use of AI in CS and Tech Support ___________________________ 👉 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 Colin Murphy: https://www.linkedin.com/in/colinmurphy-techoperatingexecutive/ 👉 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 management, risk mitigation, adoption maturity, expansion, gross retention rate, GRR, customer engagement, adoption assessment, adoption review, success plan, executive touchpoints, executive customer engagement, customer experience, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics ______________________ 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
  4. Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)

    JAN 8

    Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)

    #updateai #customersuccess #saas #business Emily McIlwain, Director of Customer Success at Exo, joins the hosts ⁠⁠Jon Johnson, Principal CSM at User Testing⁠⁠ , and ⁠⁠Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup. Timestamps 0:00 - Preview 1:36 - Josh is engaged 2:50 - Exo- Overview, Products and Mission 15:00 - Importance of process documentation and improvement 17:15 - Challenges of automating processes and maintaining clear communication 20:12 - Setting realistic expectations for new implementations and product shifts ___________________________ 👉 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 Emily McIlwain: https://www.linkedin.com/in/emilymcilwain/ 👉 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.

    27 min
  5. Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect)

    JAN 1

    Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect)

    #updateai #customersuccess #saas #business Margaret Wise, Chief Revenue Officer at ActiveProspect joins ⁠⁠Josh Schachter⁠⁠, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth. Timestamps 0:00 - Preview & Intros 1:36 - Overview of ActiveProspect 5:07 - Margaret’s career progression, key learnings and insights 8:12 - Compensation & Incentives to acquire the right customers 12:34 - Implementing smooth transitions between sales and customer success teams 17:50 - Utilization of AI and Technology Enablement ___________________________ 👉 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 Margaret Wise: https://www.linkedin.com/in/mgtwise/ 👉 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.

    20 min
  6. Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense)

    12/18/2024

    Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense)

    #updateai #customersuccess #saas #business Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins ⁠⁠Josh Schachter, Founder & CEO of UpdateAI⁠⁠. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time, and navigating the complexities of global growth. The episode also explores the integration of AlphaSense's recent acquisition and the importance of digital success in reaching diverse personas. Timestamps 0:00 - Preview & Intros 1:51- Overview of AlphaSense 6:35 - Value is greater than price 8:42 - Onboarding is an experience 9:55 - Aligning services and solutions to customer requirements 14:25 - Acquisition & Integration 19:20 - Tailoring Digital Success approaches based on customer profiles 25:02 - Hiring Alert ___________________________ 👉 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 Sam Slevin: https://www.linkedin.com/in/sam-slevin-9b2ba21b/ 👉 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.

    26 min
  7. Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)

    12/11/2024

    Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)

    #updateai #customersuccess #saas #business Tatiana Ferreira (CCO, Launchmetrics) joins the hosts ⁠⁠Kristi Faltorusso (CCO, Client Success)⁠⁠, ⁠⁠Jon Johnson (Principal CSM, User Testing)⁠⁠ & ⁠⁠Josh Schachter⁠⁠ (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM models, the emerging role of AI in predicting risk within customer success, the balance between specialized and generalized customer support, and the imperative of clear communication during organizational changes. Timestamps 0:00 - Preview, BS, Intros 3:50 - Overview of Launchmetrics 9:20 - Aligning motivations & communicating post-merger integration 13:26 - OKRs and employee engagement 15:50 - Mixed roles in CS and professional services 18:27 - Challenges in customer interaction and communication clarity 25:00 - Automation and tech stack 27:35 - Enablement and evolving skill sets for CSMs 30:00 - Need for understanding data and being proactive ___________________________ 👉 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 Tatiana Ferreira: https://www.linkedin.com/in/tatianarferreira/ 👉 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.

    38 min
  8. The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)

    12/04/2024

    The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)

    #updateai #customersuccess #saas #business Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability. Timestamps: 0:00 - Preview, BS, & Intros 2:00 - Forter's services and impact 7:35 - Ozge's role in hiring and facilitating career transitions 12:51 - The downside of focusing solely on churn 17:25 - Cross-segment strategies and mindset shifts 20:15 - Establishing and managing a churn budget 28:30 - Tackling the "happy ears" problem 35:43 - Prioritizing customer signals 38:40 - Planning for the new year and beyond ___________________________ 👉 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 Ozge Ozcan: https://www.linkedin.com/in/ozgetuncel/ 👉 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, Ozge Ozcan, Forter, e-commerce fraud prevention, customer experience optimization, discount misuse, enterprise customer strategy, churn management, customer retention, revenue growth, expansion opportunities, cross-segment strategies, headcount planning, Calendar detox, executive check-ins, net revenue retention (NRR), churn budget, mild-market churn, SMB churn, discount management, product investment, customer service mindset. ______________________ 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.

    43 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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