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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.

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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.

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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

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Episode #57 Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners)

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.

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Episode #44 [Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, Gainsight

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

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