Episode #124 How to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com)
Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps.
Episode #124 Redefining Compensation to Better Align CS Roles with Revenue Goals
Hosts Kristi Faltorusso (CCO, ClientSuccess), Jon Johnson(Principal CSM, Key Accounts at UserTesting) & Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year.
Episode #123 Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)
Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC’s customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC’s customer interactions.
Episode #121 Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)
Emily McIlwain, Director of Customer Success at Exo, joins the hosts Jon Johnson, Principal CSM at User Testing , and Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup.
Bridging Sales & Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise – [Un]churned Revenue Edition, Ep.4
Margaret Wise, Chief Revenue Officer at ActiveProspect joins Josh Schachter, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth.
Episode #120 Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense)
Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins Josh Schachter, Founder & CEO of UpdateAI. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time,
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.