[Un]Churned – The No. 1 Podcast for Customer Retention

Most companies think of education as a support function, the real shift is treating it as a go-to-market engine. In this episode of the UnChurned Podcast, Josh Schachter and Samantha Murray sit down with Yash Tekriwal, Head of Go-to-Market Engineering Ecosystem at Clay, to unpack how he became the company's first-ever GTM Engineer, why Clay rebranded its entire education team, and what it actually...

Most founders treat product-market fit like a feeling. Mark Roberge thinks that's as absurd as calling profit a feeling. The founding CRO of HubSpot, Harvard Business School lecturer, and Stage 2 Capital co-founder joins Josh to break down his new book, The Science of Scaling. The argument at the center of it - the decision of when and how fast to scale shouldn't be a gut call. It should be gated...

Most leaders treat community as a marketing channel. They're leaving the real advantage on the table. Chris Catania , Head of Community at Esri built community from a love of live music. Lately, he wrote the playbook. In this episode he joins Erica Kuhl, who scaled Salesforce's legendary Trailblazer community, and Josh Schachter to make the case that community isn't a nice-to-have. It's a strategi...

Everyone's racing to "do AI." Almost nobody can say what for. Brian Evergreen, Forbes AI thought leader, author of Autonomous Transformation, ex-Microsoft, Founder & CEO of The Future Solving Company joins Josh Schachter to flip the playbook. Start with a problem? That traps you in incrementalism. Be data-driven? There's no data about the future. The old industrial-era moves quietly sabotage e...

No one celebrates a new ERP. No champagne. Just groans. Jean de Villiers, Chief Customer Officer at Unit4, wants to flip that script. Jean shares they have kept customers for 20+ years in an industry built on dread. Secret? He runs customer success like a business, not a cost center. He cut the safe middle option. He's betting big on AI agents. And he trains his whole team to have the uncomfortabl...

Two hands. A free Slack channel. A spreadsheet. That was the entire toolkit when AWS asked Jason Dunn to build a developer community. Jason Dunn spent five years on building something people actually want to belong to. He grew a developer community into thousands of members spread across more than a hundred countries, working with far less budget and tooling than you'd expect. This conversatio...

What if giving customers more value is exactly what's making them leave? Kellie Snyder, Chief Customer Officer at LinkSquares, joins Josh Schachter after a two-year replatform to fully agentic contract management. She unpacks how AI reshaped their customer 360, the retention mistake hiding in their onboarding, why digital-first went too far, and how to bring human engagement back without losin...

133 million learners. 100% of the Fortune 100. And the woman steering go-to-market behind those numbers will tell you to stop chasing churn. Monika Saha, CCO of Articulate, doesn't trade in best-practice platitudes. In this episode she takes the sacred cows out back: why "customer education is a cost center" is half-wrong instead of all-wrong, when fighting retention is a flat waste...

Most companies think selling software is enough, but the real shift is owning the outcome. In this episode of the [Un]Churned Podcast, Josh Schachter sits down with Chuck Ganapathi, CEO of Gainsight, live from Pulse 2026 at Caesars Forum in Las Vegas, to unpack why the next era of SaaS isn't about selling seats, it's about delivering results. Chuck shares the thinking behind Gainsight's biggest st...

Everybody can build with Claude now, but nobody figured out the responsibility part yet. Chael Banks runs customer success at Okta. 20,000 customers. Billions of logins a day. In this episode he breaks down a hard rule: his team will never sell. Ever. Why? Trust. In identity security, trust is everything. The moment money becomes the motive, the relationship tarnishes. Chael draws a sharp line bet...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. Most companies think customer loyalty is about retention but the real metric is referrals. In this episode of the UnChurned Podcast, Josh Schachter sits down with Fred Reichheld the creator of N...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. Most CS teams are stuck in a loop. Monitor the health score. Chase the red account. Run the QBR. Hope the renewal sticks. Adnan Rahman saw the loop. And broke it. As the Head of Customer & P...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. Most people in tech are sprinting toward AI. Scott Barker, Partner & MD at Enfold Institute, Ex-Partner at GTMfund, and the youngest director in Outreach history, is among the few who stoppe...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. Rob Edmondson, CCO at Ironclad - an AI contracting platform - brings a military-grade operating philosophy to customer outcomes: mission first, people always. In this episode, he breaks down wha...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. When your customer success org covers all of Azure — Microsoft's $60B+ cloud business — "deployment" isn't a checkbox. It's a global operation spanning thousands of projects, 180+ people, and a...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. When healthcare equipment goes down, healthcare goes down. That's the world Brad Casemore operates in — where a broken MRI or a failed sterilization unit isn't an inconvenience, it's a crisis. I...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. Knowledge used to be the CSM's edge. Not anymore. Diane Wu, Global Head of Customer Success & Experience at Google Cloud Security, operates where every touchpoint is mission-critical — and s...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. Watch Eric Gilpin, President of Go-To-Market at G2 , reveal how he’s building the first-ever unified revenue org in a 210,000-product marketplace. In this episode, he takes us behind the scenes...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. What does the future of CS actually look like? Ghazi Masood, CRO of Replit, has some strong opinions and the growth numbers to back them up. In one year, Replit went from $2M to $150M in revenue...

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch. Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate. CS is going through an identity crisis. Is it product? Is it relationships? Is it revenue? According to Cassie Vaughn (RVP of CS at monday.com)… it’s now all three, and AI is forcing it to be so...

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned Most companies treat AI rollouts like software deployments. But according to Christina Meng (OpenAI), AI adoption isn’t a technology problem — it’s a human transformation challenge. In this episode of Unchurned, Josh Schachter sits down with Christina, the leader behind the...

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned What does it actually take to move from human-first customer success to digital-first at scale? In this episode of Unchurned, host Jenny Calvert sits down with Jo Massie, COO at Slido, to unpack how her team is transforming customer experience using AI, community-led support...

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned Customer Success is changing fast, and many CS leaders are realizing that staying visible to customers between meetings is becoming essential. In this episode of Unchurned, host Josh Schachter sits down with social selling expert Darren McKee to explore how LinkedIn can beco...

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned In this episode of Unchurned, Jenny Calvert sits down with Carsten Schütz, VP & Global Head of Scaled CS at SAP, to talk about how modern CS teams must evolve to serve thousands of customers without losing the human touch. Carsten shares how his journey from startup CSM...

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned Customer Success doesn’t become mission-critical because you say it is. It becomes mission-critical when it owns revenue. In this episode of Unchurned, Josh Schachter sits down with Manish Chawla, CCO at PowerSchool, to talk about what it actually takes to make CS essential...