UpdateAI – Zoom meeting assistant
Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development.
Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jon Johnson & Josh Schachter. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout.
Tired of answering the same customer queries over and over again? How about cloning yourself?
As the GM, of EMEA at Quiq, Ejieme, our guest on this episode leads the growth and expansion, while also serving as the executive sponsor of the culture committee. She is also the founder of Success in Black, an award-winning platform to advance diversity, equity, and inclusion in customer success. She is also an active angel investor and advisor to various pre-seed and seed-stage companies across different sectors.
We are heading in 2024!
In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024.
Mickey is back! & Let’s welcome Kristie Gaunt to the UpdateAI Squad!
Kristie had been an AE at Gainsight for the past 2years.
Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell to learn more about
Wouldn’t life become a breeze if renewals could be automated?
Well, Renewtrak does just that!
Mathew Cagney joins Kristi Faltorusso, Jon Johnson & Josh Schachter and they discuss
The role of the customer success team evolves at each stage of the startup.
Eric Kingsbury, Founder of Retain Solutions, the go-to consultant in the Customer Success Enablement space joins Kristi Faltorusso, Jon Johnson & Mickey Powell to discuss the evolving landscape of customer success roles in various stages of company growth.
Our hosts, Josh Schachter, Kristi Faltorusso, & Jon Johnson, are joined by Tanya Earles, the SVP of customer success at Tebra. Tanya, who leads a team of 470 people across 16 functions, brings insights into the intriguing question: Are leadership and customer success truly on the same side?
risti Faltorusso has made a lasting impact on the customer success community.
Join us as we delve into her modeling career, and how her upbringing shaped her for success. Kristi’s journey is inspiring and a testament to hard work and hustle.
Laid Off?
What’s next?
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.
Josh Schachter & Jon Johnson chat about Jon’s journey to CS
Dickey Singh, Founder and CEO of Cast.app the leading automation platform for companies to drive growth, sales, and referrals from their existing customers.
Job hunting isn’t easy.
What adds to the frustration are the assignments, presentations, and exercises in these interview rounds.
CSMs are responsible for a wide range of tasks, including:
Onboarding new customers
Providing technical support
Managing customer accounts, developing and implementing customer success strategies, identifying and resolving customer churn …
Organizational leaders often sign up for a CS Platform to solve their biggest customer success challenges. However, software implementation and adoption can be difficult, and many platforms don’t meet all the needs of their customers.
When revenue growth is a company’s top priority, the value of post-sales teams is often overlooked.
Customer Success, in hindsight, is a long-term renewal strategy.
Watch the uncut BTS & BS on our YouTube channel – https://youtu.be/Hyk_jL3i0u0
Join Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell as they chat with Jeff Kushmerek, Founder of Infinite Renewals. Jeff helps startups improve their customer success strategy.
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
