UpdateAI – Zoom meeting assistant

Episode #67: Breaking into and Rocking CS: A Roadmap for Professional Success ft. Erica Akroyd (Pendo.io)

Starting as a CSM and transitioning through various roles in customer success (CS Enterprise, CS Mid-market & Scaled CS) and product management, Erica Akroyd has done it all.

Erica is currently leading the customer education team at Pendo.io
Also, Erica has a message for those looking to break into and rock CS.

See Jon’s hair makeover exclusively on our YouTube channel.

Episode Starts at 8:30

In this episode, Josh Schachter, Kristi Faltorusso, & Jon Johnson chat with Erica to break down the pros and cons of each role on the ladder of success as a CS professional.

Read More »

Episode #60 Orchestrating a Value Journey that Ensures Customers Get the Most Out of Your Product ft. Ahmed Quadri

Customer experience is more than just using the product. Every interaction with a customer is a touchpoint that can influence your relationship with them.

Don’t let your customers fall through the cracks.

Ahmed Quadri, CCO at Heap, joins Josh Schachter, CEO of UpdateAI, to discuss how they navigate the value journey at Heap to maximize the value and relationship customers get.

Josh and Ahmed also discuss

Read More »

Episode #54 CS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)

There has been a long-standing cold war between Sales and CS.
This episode addresses the tiff.

The disconnect between the teams’ expectations makes it challenging for organizations to prioritize the long-term health of the customer.

Hamish Stephenson, Founder & CEO of, Selr.io joins our hosts, Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to defuse the tension between the two teams.

Read More »

Episode #52 CS & BS: Leadership Onboarding, Job Hunting, Strategy versus Tools and Google’s Bard ft. Celia Gouveia

unting for your next role is no easier than working a full-time job.

You know it’s tough out there.

Celia Gouveia had been there too. She had been on a job hunt for more than 3 months before she finally landed the dream job as Director, Customer Success at Smart Recruiters. She unveils all the frustration that she had to go through while job hunting and also explains how you can find your next gig by leveraging your network.

Read More »

Episode #48 CS [Un]churned: Do We Really Need QBRs With Every Customer?

🥁🥁🥁This week, we finally have a name for the CS Insider <> [Un]churned collab series!🥁🥁🥁

Unpack the BS with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell, and dig into why you need to
– Focus on impact rather than urgency
– Say goodbye to the mundane QBR meetings
– Standout from the digital filth of AI content on Linkedin

Read More »