Episode #77: AI Automation for Scaled Customer Success ft. Bethany Stachenfeld (Sendspark)
January 17, 2024
Tired of answering the same customer queries over and over again? How about cloning yourself?
UpdateAI – Zoom meeting assistant
Episode #55 How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
August 16, 2023
Do you want to make a career switch and break into CS?
Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the preconceived notions of the customer success industry with Julie Raeder, CSM Dooly, who transitioned from education to customer success.
Episode #45 Is Customer Happiness Overrated? : The Truth About Value Delivery ft. Damien Howley (Nimbello)
May 22, 2023
In the world of business, the concept of customer happiness has long been regarded as the holy grail. Damien, CCO at Nimbello, argues that customer happiness should not be the primary objective in business. Instead, it should be viewed as a lagging indicator, a result of delivering value and meeting customers’ objectives.
Episode #56 Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
May 16, 2023
Do you want to make a career switch and break into CS?
Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the preconceived notions of the customer success industry with Julie Raeder, CSM Dooly, who transitioned from education to customer success.
Episode #58 Addressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth Ben
May 16, 2023
Shareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by customer success teams and also discusses the three pillars of his customer success strategy: gap analysis, executive touchpoints, and value engineering team.
Episode #44 [Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, Gainsight
May 16, 2023
Pulse 2023 is here! It’s getting harder to keep calm.
Make sure to tune in to this light-hearted, humor-filled conversation with Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and special guest Nick Mehta, CEO of Gainsight, as they uncover the swag at the upcoming Pulse conference. Everyone guesses Nick’s outfit for Pulse, plays the drinking game, and discuss
Episode #57 Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners)
May 16, 2023
Every decision goes through emotional processing.
How we feel about something at heart is way more important and impactful than what we think about something.
So we need to lead with the heart and rationalize with logic.
Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer success teams can use psychology to manage expectations, build trust, and drive customer success.
Episode #43 Discovering Your True North: The Key to Authentic Leadership and Sustained Business Growth ft. Bill George (Author, True North Series)
May 9, 2023
“You’ll not sustain shareholder value unless you create greater value for your customers. (It’s time to) rethink and reconceptualize the organization as being into business at customer service.” – Bill George
Episode #41 The Role of Leadership in Building a Successful Customer Success Team ft. James Manderson (Braze)
May 3, 2023
In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading marketing platform that helps brands interact with their customers in real time.
Episode #39 Crafting Authentic Stories to Connect With Customers Ft. Kindra Hall (Author, Stories That Stick)
April 11, 2023
Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned
Episode #30 Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)
January 31, 2023
Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google.
Episode #5 Sneak Peek at the Gainsight Pulse -2022 ft. Kellie Capote
November 9, 2022
This unchurned conversation takes you behind the scenes of the movement into customer lead growth – Pulse 2022 with Kellie Capote, Chief Customer Officer, Gainsight.
Episode #1: Want to Be a Leader? UCLA Anderson’s Dylan Stafford Says You Must Prioritize Integrity and Authenticity
November 9, 2022
Becoming a great leader is easier said than done. And when it comes to customer success – and business in general – leadership requires the ability to galvanize your team to perform at its highest level, both when you are present and also when you aren’t there, looking over an employee’s shoulder.
Episode #18 How to Survive (and Thrive in) the Economic Storm With Geoffrey Moore
November 9, 2022
No one believed Geoffrey Moore would become much of anything in the business world – including those closest to him
Episode #27: What You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView)
November 9, 2022
You know how they say someone “wrote the book” on a topic? When it comes to Product-Led Growth, they’re talking about Blake Bartlett.
Episode #2: Always serve 6 spoons – lessons in building customer trust ft. David Sable
November 9, 2022
In this unchurned conversation on building trust & the importance of effective note taking with David Sable, you get to learn about
Episode #17: How To Thrive as a “Tech Mom” With Growth Molecules’ Emilia D’Anzica and Sabina Pons
November 9, 2022
Balancing a high-stress job in tech with the high-stress responsibility of being a mother isn’t easy, but it can be done. Emilia D’Anzica and Sabina Pons have proven that – and they now want to help other ambitious moms flourish, both at home and at the office.
Episode #3: Is Customer Success a function or movement? ft. Alex Farmer
November 9, 2022
In this unchurned conversation about the rise of the customer success echo chamber with Alex Farmer, VP of Customer Success at Cognite, we discuss:
The June 2022 CS Excellence Awards
The perils of CS as an echo chamber
The need for CS to be a cross functional, multidisciplinary mindset
Learn about Cognite and the CS team there
What to do when high touch isn’t available
Episode #19 How to Approach an Irate Customer With Mimecast’s Alice Jeffery
November 9, 2022
The customer is furious – and now you have to talk to them.
It’s not ideal, but it’s a common situation for anyone working in customer success. So what’s the best way to handle it?
Episode #20: The 3 Essential Attributes of Customer Success Superstars With Zendesk’s Teresa Anania
November 9, 2022
Teresa Anania has a lot on her plate. But you wouldn’t expect that to be the case, based solely on her calm demeanor and amiable conversation skills.
Those characteristics certainly helped her get to where she is at the top of the CS world, though.