Episode #119 Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)
Tatiana Ferreira (CCO, Launchmetrics) joins the hosts Kristi Faltorusso (CCO, Client Success), Jon Johnson (Principal CSM, User Testing) & Josh Schachter (Founder & CEO, UpdateAI)
Episode #118 The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)
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.
Episode #117 Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar)
Hosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts.
Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold) – [Un]churned: Revenue Edition Ep. 3
In this special installment of the revenue series of the Unchurned Podcast, we’re thrilled to have Micki Howl (Chief Revenue Officer, Marigold) join Josh Schachter (Founder & CEO, UpdateAI) to shed light on the connection between sales and post-sales, and the critical role customer feedback plays in driving business success. They also discuss her career path and the incredible growth trajectory of Marigold.
Episode #116 Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure)
Rachel Orston, Chief Customer Officer at Instructure joins the hosts Jon Johnson & Josh Schachter to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of connection and collaboration.
Episode #115 Can Lean Teams Navigate Their Customers to Achieve BIG Impact? ft. Aanal Patel (Crunchbase)
Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts Jon Johnson & Josh Schachter to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users.
Episode #114 Leveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel)
Paul Staelin, CCO at Vercel joins Josh Schachter, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs.
How You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend) – [Un]churned: Revenue Edition Ep. 2
In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value.
Episode #113 Can Sales & CS Team Up to Take Customers to Success? ft. Nicole Guarino
Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion.
How Crucial Are CSMs in Empowering Sales Success? ft. Brian Weinberger (CRO, Sisense) – [Un]churned: Revenue Edition Ep. 1
Brian Weinberger, CRO at Sisense, joins the host, Josh Schachter, Founder and CEO at UpdateAI, to discuss the gap between sales and post-sales with actionable insights and lessons from his experience. He also shares insights into his dual focus on sales and customer success and emphasizes the importance of creating long-term customer relationships.
Episode #112 The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)
Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery.
Episode #111 Mastering Customer Relations to Drive Strategic Growth ft. Reanna Dempsey (Unanet)
Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates.
Episode #110 How to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam)
Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam’s journey transitioning from a desktop application to a cloud-based SaaS model, focusing on the intricate details of customer success, internal team support, and transition challenges.
Episode #109 Are CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman
This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal alignment, strategic planning, and a holistic approach to customer success—all aimed at fostering sustainable growth and alignment with long-term business objectives. So, sit back, relax, and join us as we unearth valuable insights and actionable strategies to elevate your customer success efforts.
Episode #108 How Can CSMs Manage Interruptions & Predict Customer Risk? ft. Arit Nsemo (Searchspring)
Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost productivity for CSMs. She also discusses her experience at CS100.
Episode #107 How to Recognize and Leverage the Moments that Matter ft. Daniel Silverstein (Carta)
Daniel Silverstein, VP of Customer Success at Carta, joins hosts Jon Johnson and Josh Schachter on this episode to share insights about the pivotal moments that shape customer success and the critical understanding of customer personas’ life cycles.
Episode #106 How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer)
Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections.
Episode #105 Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures)
Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry.
Episode #104 How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai)
Brent Grimes, Founder and CEO at Reef.ai joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data and the impact of AI agents on future work.
Episode #103 Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi)
Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers.