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

Have you been frustrated with checking boxes without truly understanding why you are doing it? So are Jon and Mickey. Kristi knows for sure that the leadership is at fault. Unpack the BS with hosts Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell , and hear out why Mickey is all set to start a new Truth LinkedInOut platform, the challenges of transitioning into customer succe...

CS & BS: Leadership Onboarding, Job Hunting, Strategy versus Tools and Google's Bard ft. Celia Gouveia Hunting for your next role is no easier than working a full-time job. You know it's tough out there. Celia Gouveia had been there too. She had been on a job hunt for more than 3 months before she finally landed the dream job as Director, Customer Success at Smart Recruiters .  She u...

The early days of a startup are like a never-ending game of whack-a-mole. You're constantly putting out fires, and you never know when the next one is going to pop up. Embracing chaos, and juggling multiple hats comes with a lot of fun too. This is one of the few episodes you absolutely can't miss! Mike Molinet , Co-founder of Branch and  Founder of Thena goes unchurned and shares his ex...

🥁🥁🥁This week, we finally have a name for the CS Insider <> [Un]churned collab series!🥁🥁🥁   Unpack the BS with hosts Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell , and dig into why you need to  - Focus on impact rather than urgency - Say goodbye to the mundane QBR meetings - Standout from the digital filth of AI content on Linkedin 👉 Get the advice and insight...

Tensions are neither good nor bad. It's how we deal with them.  Building trusting relationships lies at the heart of customer success, and Dr. Wendy Smith , Author of Both/And Thinking reveals how you can navigate through the tension between building strong relationships with customers and selling/renewing their business. Using the framework of making micro shifts back and forth with intentio...

Through more than 50 captivating conversations, we've had the privilege of engaging with distinguished guests, including Customer Success leaders, founders, and a few amazingly talented authors who wrote books not about Customer Success, not about customer-facing teams necessarily, but whose thought leadership can be easily applied. This week's episode is a spotlight episode with the key...

In the world of business, the concept of customer happiness has long been regarded as the holy grail.  Damien , CCO at Nimbello , argues that customer happiness should not be the primary objective in business. Instead, it should be viewed as a lagging indicator, a result of delivering value and meeting customers' objectives. Tune in to learn how you can maintain control of your customers and...

Pulse 2023 is here! It's getting harder to keep calm. Make sure to tune in to this light-hearted, humor-filled conversation with  Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell , and special guest Nick Mehta , CEO of Gainsight , as they uncover the swag at the upcoming Pulse conference. Everyone guesses Nick's outfit for Pulse, plays the drinking game, and discuss...

"You'll not sustain shareholder value unless you create greater value for your customers. (It's time to) rethink and reconceptualize the organization as being into business at customer service." - Bill George Delve in this [Un]churned conversation with host, Josh Schachter and Bill George, an executive fellow at Harvard Business School and author of the True North series as the...

Welcome to #OTW! #OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role. This episode features, Erica Scully , Member, Customer Success Collective.  Erica is addicted to challenges, is customer-obsessed, and loves building long-term client relationships. She likes to get things done and enjoys educating her cus...

Damien Howley , CCO, Nimbello joins  Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell in this week's CS Unchurned episode. Tune in to hear them discuss their experiences and insights on - Stories of losing control of customers - Strategies for managing difficult interactions. - Limitations of using happiness as a metric for CS - Use of Net Promoter Score (NPS) as a custo...

In this episode of [Un]churned, host Josh Schachter talks with James Manderson , Senior Vice President of Global Customer Success at Braze , a leading marketing platform that helps brands interact with their customers in real time.  Josh and James discuss:    Evolution of the Customer Success Department at Braze Importance of specialization in roles and incentive plans tailored to specific roles M...

Welcome to the collaboration episode with CS Insider ! Catch up with hosts Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell discussing on a discussion about - CS is not a support function - A degree program for CS - Storytelling for CS - Being strategic with customers   - Jackson's cameo Watch the podcast on Youtube: https://youtu.be/BkBB1QEJGAY 👉 Get the advice and ins...

Welcome to #OTW! #OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role. This episode features, Benoit Bouteille, VP of Customer Experience, Tinyclues (now Splio).  Ben has led Marketing teams in the e-com industry for 12+ years, operating in various sizes of companies. He moved into the Saas business in 2016,...

Kindra Hall , former Chief Storytelling Officer of Success Magazine , joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned podcast to discuss - Importance of storytelling in business and a framework for compelling storytelling - Four types of stories: value story, founder story, purpose story, and customer story. - Activating customer stories - The founding story o...

Welcome to the collaboration episode with CS Insider ! Catch up with hosts Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell on a discussion about the potential for AI to improve communication between sales and customer success teams, owning renewals, and the need for customer success teams to showcase their value through metrics such as renewals, growth, and advocacy. Watch t...

Welcome to #OTW! #OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role. This episode features, Jeremy Donaldson, a seasoned Customer Success Professional with over 10 years of SaaS experience managing over $50 million in ARR at Cornerstone OnDemand (f/k/a SumTotal Systems), Skillsoft, Synapsis (f/k/a WhiteHat...

In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan , founder, and CEO of Rocketlane ,  a customer onboarding platform.  Sri discusses the origins of Rocketlane, including the community they built before launching the product - Preflight, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry.  Sri emphasizes the impo...

Welcome to the first collaboration episode with CS Insider ! Catch up with hosts Josh Schachter , Kristi Faltorusso , Jon Johnson   & Mickey Powell on a discussion about career success, the importance of networking and referrals, and ways for candidates to stand out in the job market. Links from the episode Advice for CS job seekers who want to land referrals .- Nick Mehta How to get churn dow...

 In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard , the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago. They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success. They also touch on the concept of "Yes, and" and how it c...

In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanan i, the Chief Customer Officer at Cloudflare .  They discuss Cloudflare's mission to improve the internet for everyone and their approach to customer success, including how they segment their customers based on needs, size, vertical, speed, and readiness of teams. Harnish emphasizes the importance of serving the custo...

This week’s episode is all about maximization.  As a CSM, how do you maximize your seat at the table?  Because it wasn’t that long ago that customer success rarely – if ever – had a seat at the table. We’re still fighting in many cases, but today, CSMs find themselves more-and-more at the center of major organizational decisions. And when we get there, it’s important to know what to do.  Fortunate...

This week is all about how we interact with customers – and we have a great guest who knows a whole lot about it. In fact, he literally wrote the book on it.  Author Rob Fitzpatrick has been helping small businesses and entrepreneurs reach their goals for years. He’s written several books, including “ The Mom Test : How to Talk to Customers & Learn If Your Business Is a Good Idea When Everyone...

It’s a tough time in the business world right now – but that doesn’t mean progress goes right out the window. In fact, Judd Borkaove , the chief growth and community officer at GTM Partners , looks at it completely differently; Judd, on the latest episode of “[Un]churned,” hosted by UpdateAI CEO Josh Schachter, said he believes it’s a “good time” for businesses right now, whether it’s setting the...

Taking a company from 50 customers to 3,500 customers is easier said than done; the same goes for growing ARR from $2 million to $250 million in a year. And it certainly goes for helping lead a startup to a $2.6 billion acquisition from Google .  Thankfully, Brian LaFaille has hands-on experience with all of that – and he’s here to tell us how he did it. Brian – who now oversees global CS programs...