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

  Dickey Singh , founder, and CEO of Cast app , the leading automation platform for companies to drive growth, sales, and referrals from existing customers.  You need to lean on the data to find out what does and doesn’t resonate with customers in his conversation with the UpdateAI CEO, Josh Schachter,  Dickey shares How Cast helps companies foster and expand their customer relationships  Why you...

When it comes to customer success, Totango is one of the first companies you think about. That’s due in large part to it being one of the first companies to prioritize CS – with its software helping companies “design, run, measure, and scale [their] SaaS customer journey to retain and grow customers,” as Totango’s website explains.  It’s been a move that has certainly worked out well for the compa...

You know how they say someone “wrote the book” on a topic? When it comes to Product-Led Growth, they’re talking about Blake Bartlett .  Blake is a partner at OpenView , where he’s led investments in major companies like Highspot, Expensify, Calendly, Postscript and Cypress, among others. He also notably coined the term PLG in 2016 – and it’s only gained significant traction in the years since.   B...

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, Leslie Chamberlain,  a strategic customer success leader offering 15+ years of international management, professional growth, and development experience. She is known as an expert in delivering reliable, cost-saving...

Jeremy Evans has spent about as much time leading customer success teams as anyone you’ll find. Jeremy is the SVP of Customer Success at Zuora , a SaaS company focused on helping subscription services manage their businesses. Prior to Zuora, he also led CS teams at Entelo, New Relic Inc., and Marin Software.  In short: he knows CS like the back of his hand.  And that’s what made him such a great g...

In this episode of [Un]churned we feature UpdateAI’s very own Chenay Gladstone. Chenay leads the data annotation and analysis practice at UpdateAI. She is our longest-serving employee and has been a bedrock of our effort to revolutionize natural language programming. We are blessed to have Chenay as a core member of the UpdateAI team. In this episode, Chenay shares with [Un]churned Host and Update...

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, David Kirkdorffer, who has been into marketing B2B and B2Dev technology all his career, targeting IT and Line of Business Buyers in SMB and Enterprise markets. Connect with David Kirkdorffer  on Linkedin Email Josh a...

I’ve said it before, but one of my favorite quotes comes from hockey legend Wayne Gretzky:  “I skate to where the puck is going to be, not where it has been.”  I love that approach because it isn’t just about hockey – it applies to business as well.  And Meenu Agarwal, the head of customer experience and success at Workday, seems to have followed that approach about as well as anyone.  Just one lo...

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, Roxane Tran, a Customer Success Professional with expertise in onboarding, operations.  Connect with Roxane Tran on Linkedin Email Josh at josh@update.ai to be a featured guest on the #OTW series 👉 Get the advice an...

 Ellie Wu , VP of Sales and Customer Success Excellence at Insight Partners, joins UpdateAI CEO Josh Schachter on the latest episode of “[Un]churned.” Insight Partners has backed some of the biggest tech companies in the world, including Shopify, Wix, and Monday.com. Ellie’s firsthand knowledge of those deals – and many others – made her an excellent source for customer success and the macro busin...

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, Jeremiah Bello from Nigeria, who had been a Customer Success Manager at Lazerpay in his past role.  Connect with Jeremiah Bello on Linkedin Email Josh at josh@update.ai to be a featured guest on the #OTW series 👉 Si...

Let’s be frank for a moment – working in customer success can be a stressful job.  And stress can come from multiple angles. An angry customer can make you anxious in about 30 seconds, to point to one obvious example, but there’s also internal stress that we deal with on a day-to-day basis. Concerns over whether we’re doing our jobs well enough or whether our careers are progressing at the rate we...

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, Yashwanth Reddy, a CS advocate with 15 years of experience in developing customer relations and leading teams with a focus on making data-driven decisions to enable better outcomes and adapt faster.  Connect with Yas...

This episode packs a punch.  In less than a half hour, LeeRon Yahalomi gives UpdateAI CEO Josh Schachter a handful of great insights on how to lead great customer success organizations.  And she’s speaking from experience. LeeRon recently joined Regie.ai as its head of customer success, after serving as VP of sales and CS at Textio for more than three years.  👉 Get the advice and insights you nee...

We love being understood, and so do our customers.  Being able to connect and empathize with the customer serves as a platform to better understand the needs and desires of the customers.  That's what we bring to you in this week’s  [Un]churned episode. . Josh Schachter sits down with Teresa Anansia to chat about  Creating a culture of empathy within the team Delivering great customer experie...

The customer is furious – and now you have to talk to them. It’s not ideal, but it’s a common situation for anyone working on customer success. So what’s the best way to handle it?  That’s something Alice Jeffery, a customer success manager at Mimecast, a cloud cybersecurity based in London, has put a lot of time and thought into. After years of research, she has put together a great game plan for...

“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey Moore Running a business can bring up challenges — from financial loss to employee morale. Especially, during an economic downturn, keeping your business' head above water is vital.  If you've got a new invention and want to market it correctly, the first thing to do is think about your...

Being in the tech industry and mom is no easy task. From working long hours to juggling home responsibilities, crafting the perfect balance is easier said than done. In this [Un]churned conversation, Emilia D’Anzica and Sabina Pons , Growth Molecules chat with Josh Schachter about pressing on as a tech mom and Marissa Mayer’s motherhood journey Transitions in motherhood over the time Giving up tec...

Customer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help with these decision-making processes if it leads you to understand what makes customers tick. In this [Un]churned conversation, Josh Schachter and Eduarda Camacho , Chief Customer Officer at BMC Software discuss  Role of empathy in customer experience P...

The journey of a customer is a long, winding road. They have many stops along the way, and each stop can lead to a different destination. Customers can be lost and confused about their next move, or they may entirely find themselves on the wrong path. In this [Un]churned conversation, Ariel Benzakein, VP, CS, Flosum gives a practical proven formula for achieving a high net retention rate.  Formula...

The relationship between Sales and Customer Success is a tricky one.  When sales and customer success fail to collaborate on the best way to achieve their goal of a mutually beneficial relationship with their customers, they end up fighting over territory.  There are some key myths that can make it difficult for both sides to work together effectively. In this [Un]churned conversation, Josh Schach...

The good thing about hitting rock bottom, there's only one way left to go and that's UP!  When things go wrong, when people disappoint you, or when events beyond your control challenge you, it is easy to lose your focus and confidence. But tough times don't last long if they are met with tough leadership. In the face of adversity, there is no room for weakness or indecision. Tough l...

Good leadership is not simply about having the ability to take charge or make decisions.  Nils Vinje, Leadership Coach, Founder, B2B Leaders Academy. has been working with leaders from different organizations. He frames leadership as the ability to be able to empower others and create an environment where their abilities can blossom into something greater than themselves. In this [Un]churned conve...

Jenny Calvert, Director of Customer Success at Hunt Club, is going [Un]churned on today’s episode with Josh Schachter to discuss the power of genuine relationships to find the best talent.   Josh & Jenny chat about:  Leveraging the one-to-one bonds to find the best talent Adding value by sharing back Rating internal meetings for transparency Creating a radically candid work culture “[While rat...

 Jeff  Ernst, & Kaily Baskett, from SlapFive, join Josh Schachter to decode the nuts & bolts of driving business growth by capturing customers' voices.   Organizational growth happens by placing facts over feelings. Getting to know the true essence of the value perceived by customers is pure gold for an organization. In this episode of [Un]churned, Josh chats with Jeff & Kaily abo...