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

#updateai #customersuccess #saas #business 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. Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they’re observing, and ref...

#updateai #customersuccess #saas #business 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...

#updateai #customersuccess #saas #business 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. Timestamps 0:00 - Preview 1:36 - Josh is engaged 2:50 - Exo- Overview, Products and Mission 15:00 - Im...

#updateai #customersuccess #saas #business 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. Timestamps 0:00 - Preview & Intros 1:36 - Overview of ActiveProspect 5:07 - Margaret’s career progression, key learnings and ins...

#updateai #customersuccess #saas #business 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, and navigating the complexities of global growth. The episode also explores the integration of AlphaSense's recent a...

#updateai #customersuccess #saas #business Tatiana Ferreira (CCO, Launchmetrics) joins the hosts ⁠⁠Kristi Faltorusso (CCO, Client Success)⁠⁠, ⁠⁠Jon Johnson (Principal CSM, User Testing)⁠⁠ & ⁠⁠Josh Schachter⁠⁠ (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM model...

#updateai #customersuccess #saas #business 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. Ozge shares her wealth of knowledge on navigating the delicate balance between growth...

#updateai #customersuccess #saas #business 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. They are adopting a long-term strategy that prioritizes customer growth w...

#updateai #customersuccess #saas #business 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 care...

#updateai #customersuccess #saas #business 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. Timestamps 0:00 -...

#updateai #customersuccess #saas #business 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. She also sheds light on Crunchbase's strategic partnership...

#updateai #customersuccess #saas #business 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. Timestamps 0:00 - Preview & Intros 9:00 - Strive for efficiency a...

#updateai #customersuccess #saas #business 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. We also look at how Rohan assembled a personal adviser network to stay updated on industry trends a...

#updateai #customersuccess #saas #business 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. Nicole sheds light on her transition from sales to customer...

#updateai #customersuccess #saas #business 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. How Cr...

#updateai #customersuccess #saas #business 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. The con...

#updateai #customersuccess #saas #business 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. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role...

#updateai #customersuccess #saas #business 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 suc...

#updateai #customersuccess #saas #business 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 h...

#updateai #customersuccess #saas #business In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost productivity for CSMs. She also discusses her expe...

He also shares Carta’s strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market conditions and IPO readiness. The episode also explores...

#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains how focusing on key stakeholders, using tools like G...

#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards, highlighting the critical role of board meeti...

#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data a...

#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the com...