The Chief Customer Officer Podcast
Episodes
EP011: Team-Wide AI Adoption
02 Apr 2026
Contributed by Lukas
Jay Nathan and Jeff Breunsbach break down what 50+ CS leaders are actually doing with AI — and what most teams are still getting wrong. Jeff shares ...
EP010: You Can't AI Your Way Out of Bad Data
19 Mar 2026
Contributed by Lukas
Jay Nathan and Jeff Breunsbach get into the foundational data problem most SaaS teams are ignoring — and why it's about to become a crisis. If your ...
EP009: Sitting Ducks and Fortresses: How to Read the AI Landscape
12 Mar 2026
Contributed by Lukas
Jay and Jeff are back with another hosts-only episode — and Jay builds an AI vulnerability matrix live on the call. They cover how to stand out as a...
EP008: Cut Your Own Prices Before Someone Else Does
05 Mar 2026
Contributed by Lukas
No guest this week — just Jay and Jeff getting into the weeds on what they're actually building with AI right now. From Block's layoffs (and why AI ...
EP007: The Wisest Person in your Company You're Not Talking To
26 Feb 2026
Contributed by Lukas
Jon Olson, Chief Legal Officer at Blackbaud, joins Jay and Jeff to flip the script on what legal teams are actually for.Jon argues that the law depart...
EP006: What We're Actually Building with AI Right Now
19 Feb 2026
Contributed by Lukas
Jay and Jeff are back — and this week it's just the two of them. No guest, no slides. Just a real conversation about what they've each been building...
EP005: Building Predictive Customer Success with AI w/ Justin Chappell
05 Feb 2026
Contributed by Lukas
What does world-class digital customer experience actually look like? In this episode, Justin Chappell, Head of Digital Strategy at OneTrust, breaks d...
EP004: Consensus on GRR, none on Customer Success
29 Jan 2026
Contributed by Lukas
Summary In this episode, Jeff and Jay discuss the evolving landscape of customer success, the integration of AI tools, and the importance of gross rev...
EP003: Context is King
23 Jan 2026
Contributed by Lukas
Summary In this episode of The Chief Customer Officer Podcast, Jeff Breunsbach and Jay Nathan delve into the evolving role of AI in brandi...
EP002: Death of the Coverage Model
15 Jan 2026
Contributed by Lukas
The death of the coverage model... In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach peel back the layers on the p...
Trailer (Land & Expand)
08 Jan 2026
Contributed by Lukas
EP001: Agentic Renewals
08 Jan 2026
Contributed by Lukas
And we're back... In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach discuss the evolving landscape of customer s...
EP011: Revenue-impacting, customer feedback at scale. Tales from the woman who ran voice of customer for The Home Depot.
20 Mar 2025
Contributed by Lukas
Meet Joann Campbell, Head of Customer Experience Strategy at The Home Depot for over 25 years. If you think CX is fluffy and not connected to the busi...
EP009: Unpacking Smart Brevity - 23 minutes that will make you a better communicator.
12 Mar 2025
Contributed by Lukas
Rachel Orston and Jay break down the concept of Smart Brevity. This is a practical guide that was a good refresher for us and hopefully a good primer ...
EP008: CJ Gustafson, CFO PartsTech and author at mostlymetrics.com. Public/private SaaS valuations; how CFOs are thinking about GTM and customer success.
20 Feb 2025
Contributed by Lukas
Jay Nathan and CJ Gustafson delve into the intricacies of SaaS valuation multiples, the importance of revenue metrics, and the dynamics of company own...
EP007: Nikki Bishop, VP Marketing & Experience at Emerson; When customer success is the difference between life and death.
13 Feb 2025
Contributed by Lukas
In this conversation, Jay Nathan and Nikki Bishop discuss the critical role of customer success in the life sciences industry, particularly in the con...
EP006: Pawan Deshpande, Product at Galileo. Critical Customer Care Framework; a simple methodology for customer success.
06 Feb 2025
Contributed by Lukas
Summary In this conversation, Jay and Pawan Deshpande, discuss the SaaS Critical Customer Care framework that Pawan developed to address customer c...
EP005: Kate Peter, CCO of Payscale. Why was customer success was one of the "most quit" jobs of 2024? Automation, AI, and the unbundling of customer success.
30 Jan 2025
Contributed by Lukas
Kate Peter, Chief Customer Officer at PayScale, sits down with host, Jay Nathan, to explore the evolution of customer success and why the CSM role is ...
EP004: Peter Harris, COO of Pipedrive; from audit to SaaS operator; navigating sales and success in a PLG world.
23 Jan 2025
Contributed by Lukas
In this conversation, Jay Nathan and Pete Harris discuss the interplay between physical health, work-life balance, and career progression. Pete shares...
EP003: Bonus Episode - Knowing and mastering your retention metrics
21 Jan 2025
Contributed by Lukas
In this solo episode of Land and Expand, host Jay Nathan dives into the foundational SaaS metrics every leader should know cold: ARR (Annual Recurring...
EP002: Toya Del Valle, CCO of Cornerstone; Go for it, saying "Yes" to leadership (and "No" to SSO); how to operationalize customer centricity
16 Jan 2025
Contributed by Lukas
EP001: Rachel Orston, CCO of Instructure; The rise of take-private transactions; PE vs. VC vs. Publicly-traded companies.
02 Jan 2025
Contributed by Lukas
Summary In this conversation, Rachel Orston and Jay Nathan explore the differences between private equity (PE) and venture capital (VC), focusing o...
Trailer: Welcome to the Land And Expand Podcast
02 Dec 2024
Contributed by Lukas
Welcome to Land and Expand, the podcast for customer success leaders.