Customer Success Collective

Retention Rethink podcast (Gainsight)

Business EN ↓ 4 episodes

Most CS teams fixate on stopping churn. Fair enough, but the real upside comes from building customer lifecycles that grow revenue, not just protect it. Retention Rethink is a four-part podcast series created with Gainsight (https://www.gainsight.com/), where hosts Taylor Johnston and Courtney Hauser dig into what truly drives retention today. They talk with the leaders rewriting the playbook on education, adoption, community, and AI... and how each one fuels long-term customer value. If you’re ready to build customer relationships that expand, deepen, and actually pay off, this series is your...

Author

Customer Success Collective

Episodes

Succeed: Scaling outcomes with AI and proactive customer success 16.12.2025 32:24

In healthcare, if equipment goes down, care goes down – and your customer success model has to keep up. In this final episode, Taylor talks with Brad Casemore, Chief Customer & Growth Officer at PartsSource , about what retention looks like when the stakes are sky-high. Brad shares why PartSource built value creation roadmaps for every customer, how AI helps them transform siloed data into pre...

Connect: Building community that customers genuinely love 10.12.2025 27:39

Picture this: A community member comes home from a user conference, shares that their child was just diagnosed with Type 1 diabetes, and dozens of people rally around them instantly. That’s the power of Jamf Nation’s community, and it’s the heart of this conversation. Courtney Hauser sits down with Jeni Asaba, Head of Community at Jamf, to talk about how to build a community that actually feels hu...

Adopt: Turning first value into long-term momentum 26.11.2025 25:21

What if you could predict retention from a customer’s first three logins? That’s exactly what TrendMiner discovered – and it changed the way they drive adoption. In this episode, Courtney chats with Jef Vanlaer, CS Ops Manager at TrendMiner, about how simplifying onboarding and focusing on early value can dramatically shift engagement. Jef shares how they cut an onboarding flow from 16 steps to 7...

Learn: Customer education that drives retention 18.11.2025 25:32

Most teams underestimate customer education, but it’s one of the biggest levers you have for retention. In the first episode of the series, our host Taylor Johnston sits down with Elyce Ladany, Senior Manager of Digital Education at AuditBoard, to break down why CS teams cannot treat learning as a “nice to have.” It’s a serious revenue driver. You’ll hear how AuditBoard connects learning paths to...