[Un]Churned – The No. 1 Podcast for Customer Retention
Episodes
Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)
14 Feb 2024
Contributed by Lukas
#updateai #customersuccess #saas #business Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts Kristi Faltorusso, Jo...
Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)
07 Feb 2024
Contributed by Lukas
#updateai #customersuccess #saas #business Ryan Seams, Head of Customer Success at Assembly AI joins the hosts Kristi Faltorusso, ...
Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)
31 Jan 2024
Contributed by Lukas
#updateai #customersuccess #saas #business Szuyin Leow, VP of Customer Experience at Transcend joins the hosts Kristi Faltorusso, ...
The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)
24 Jan 2024
Contributed by Lukas
Paul Holder, CEO of OnRamp, joins the hosts Kristi Faltorusso, Mickey Powell, Jon Johnson & Josh Schachter. They discuss ho...
AI Automation for Scaled Customer Success ft. Bethany Stachenfeld (Sendspark)
17 Jan 2024
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/Y8B6do0iadoTi...
The Reality of Career Growth: Everyone Does CS ft. Ejieme Eromosele (Success In Black, Quiq)
10 Jan 2024
Contributed by Lukas
As the GM, of EMEA at Quiq, Ejieme, our guest on this episode leads the growth and expansion, while also serving as the executive sponsor of the cultu...
Will 2024 Mark the End of Generalist CSM Roles?
20 Dec 2023
Contributed by Lukas
We are heading in 2024! In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell debate whether there will be ...
Supercharge Revenue Growth By Automating Renewals ft. Mathew Cagney (Renewtrak)
13 Dec 2023
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/f21ShT6YZA0?f...
Embracing Customer Success Enablement ft. Eric Kingsbury (Founder, Retain Solutions)
06 Dec 2023
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Jo...
How All Roads Led a Gainsight AE to UpdateAI ft. Kristie Gaunt (UpdateAI)
29 Nov 2023
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Jo...
Are Leadership and Customer Success on the Same Side? ft. Tanya Earles
22 Nov 2023
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/me_SnBXsUyIJo...
From Being Insecure to Becoming Queen Bee of CS ft. Kristi Faltorusso (CCO, Client Success)
17 Nov 2023
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/ycxNw-diImYJo...
WHY SHOULD WE HIRE YOU? ft. Jared Orr (Sharp Brand)
08 Nov 2023
Contributed by Lukas
Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/ycxNw-diImYJo...
Homelessness, Music, CS, & Leadership ft. Jon Jonson (UserTesting)
01 Nov 2023
Contributed by Lukas
Josh Schachter & Jon Johnson chat about Jon's journey to CSTimestamps4:20 - Memories from Jon's tough childhood 19:12 - Jon's Edu...
Breaking into and Rocking CS: A Roadmap for Professional Success ft. Erica Akroyd (Pendo.io)
25 Oct 2023
Contributed by Lukas
Starting as a CSM and transitioning through various roles in customer success (CS Enterprise, CS Mid-market & Scaled CS) and product management, E...
Boost Revenue from Existing Customers with Scalable Success ft. Dickey Singh (Cast.app)
18 Oct 2023
Contributed by Lukas
Dickey Singh, Founder and CEO of Cast.app the leading automation platform for companies to drive growth, sales, and referrals from their existing cu...
The Flawed Hiring Process: Recommendation, Referral, and Rejection ft. Jenny Calvert (Director of CS, HuntClub)
11 Oct 2023
Contributed by Lukas
Job hunting isn't easy. What adds to the frustration are the assignments, presentations, and exercises in these interview rounds. Jenny Calvert, ...
CSMs Need to Have Octopus Hands ft. Stevie Case (Vanta)
03 Oct 2023
Contributed by Lukas
CSMs are responsible for a wide range of tasks, including:Onboarding new customersProviding technical supportManaging customer accountsDeveloping and ...
Do CS Platforms Really Solve the Problems Faced by the CS Team? : CS & BS
27 Sep 2023
Contributed by Lukas
Organizational leaders often sign up for a CS Platform to solve their biggest customer success challenges. However, software implementation and adop...
Driving Revenue Growth with the CCO as a Strategic Partner ft. Alexis H. (Heidrick & Struggles) & Rod Cherkas (Hello CCO)
20 Sep 2023
Contributed by Lukas
When revenue growth is a company's top priority, the value of post-sales teams is often overlooked.Customer success (CS) teams are among the most...
The Consultant's Secret for Improving Customer Success ft. Jeff Kushmerek (Infinite Renewals)
13 Sep 2023
Contributed by Lukas
Customer Success, in hindsight, is a long-term renewal strategy. Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/Hyk_jL3i0u0Joi...
Orchestrating a Value Journey that Ensures Customers Get the Most Out of Your Product ft. Ahmed Quadri
06 Sep 2023
Contributed by Lukas
Customer experience is more than just using the product. Every interaction with a customer is a touchpoint that can influence your relationship with t...
CS & BS: Say "NO" to Silos & "YES" to Cross-Functional Collaboration for REAL Customer Success Ft. Ramli John (Appcues)
30 Aug 2023
Contributed by Lukas
Every customer-facing team has a hypothesis about what drives customer success. How accurate is this hypothesis?Finding problems and fixing them in s...
Addressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth Ben
24 Aug 2023
Contributed by Lukas
Shareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by custo...
Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners)
16 Aug 2023
Contributed by Lukas
Every decision goes through emotional processing. How we feel about something at heart is way more important and impactful than what we think about so...
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
09 Aug 2023
Contributed by Lukas
Do you want to make a career switch and break into CS? Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the ...
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
02 Aug 2023
Contributed by Lukas
When every other business is cutting costs, it has become more important than ever to retain your customers.With a focus on retaining customers, Gilli...
CS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
26 Jul 2023
Contributed by Lukas
There has been a long-standing cold war between Sales and CS. This episode addresses the tiff. The disconnect between the teams' expectations mak...
Partnering With the Product Team for Customer Success Ft. Alli Tiscornia & Abby Hammer (ChurnZero)
19 Jul 2023
Contributed by Lukas
The terrifying truth is that the prosperity or downfall of a SaaS organization depends on the value the product delivers to its customers. Despite the...
Early Customers Who Get the Startup Mentality Are Essential to Success ft. Nikola Mijic (Founder, Matik)
05 Jul 2023
Contributed by Lukas
In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, a...
CS & BS: Do We Need to Ditch the Checkbox Mentality?
28 Jun 2023
Contributed by Lukas
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 l...
CS & BS: Hunting for your next role is no easier than working a full-time job ft. Celia Gouveia
28 Jun 2023
Contributed by Lukas
CS & BS: Leadership Onboarding, Job Hunting, Strategy versus Tools and Google's Bard ft. Celia GouveiaHunting for your next role is no easier...
The Inside Story of Branch’s $100M ARR Success ft. Mike Molinet (Co-founder, Branch)
21 Jun 2023
Contributed by Lukas
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 o...
CS [Un]churned: Do We Really Need QBRs With Every Customer?
14 Jun 2023
Contributed by Lukas
🥁🥁🥁This week, we finally have a name for the CS Insider <> [Un]churned collab series!🥁🥁🥁 Unpack the BS with hosts Josh Schach...
Finding Balance in Customer Success: Navigating Paradoxes to Build Long-Term Relationships ft. Wendy Smith (Author)
07 Jun 2023
Contributed by Lukas
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. W...
[Un]churned Spotlight: Insights from 3 Remarkable Authors ft. Kindra Hall, Kelly Leonard, Geoffrey Moore
31 May 2023
Contributed by Lukas
Through more than 50 captivating conversations, we've had the privilege of engaging with distinguished guests, including Customer Success leaders...
Is Customer Happiness Overrated? : The Truth About Value Delivery ft. Damien Howley (Nimbello)
24 May 2023
Contributed by Lukas
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 ...
[Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, Gainsight
16 May 2023
Contributed by Lukas
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,...
Discovering Your True North: The Key to Authentic Leadership and Sustained Business Growth ft. Bill George (Author, True North Series)
10 May 2023
Contributed by Lukas
"You'll not sustain shareholder value unless you create greater value for your customers. (It's time to) rethink and reconceptualize th...
#OpenToWork series ft. Erica Scully
06 May 2023
Contributed by Lukas
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 n...
CS [Un]churned - Breaking down Report #34 from CSInsider.co
03 May 2023
Contributed by Lukas
Damien Howley, CCO, Nimbello joins Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell in this week's CS Unchurned episode. Tu...
The Role of Leadership in Building a Successful Customer Success Team ft. James Manderson (Braze)
25 Apr 2023
Contributed by Lukas
In this episode of [Un]churned, host Josh Schachter talks with James Manderson, Senior Vice President of Global Customer Success at Braze, a leading m...
CS [Un]churned - Breaking down Report #33 from CSInsider.co
19 Apr 2023
Contributed by Lukas
Welcome to the collaboration episode with CS Insider!Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell discussi...
#OpenToWork series ft. Benoit Bouteille
13 Apr 2023
Contributed by Lukas
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 n...
Crafting Authentic Stories to Connect With Customers Ft. Kindra Hall (Author, Stories That Stick)
11 Apr 2023
Contributed by Lukas
Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]chur...
CS [Un]churned - Breaking down Report #32 from CSInsider.co
04 Apr 2023
Contributed by Lukas
Welcome to the collaboration episode with CS Insider!Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell on a dis...
#OpenToWork series ft. Jeremy Donaldson
31 Mar 2023
Contributed by Lukas
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 n...
Customer-centric approach for a unified onboarding experience ft. Sri Ganesan (Rocketlane)
28 Mar 2023
Contributed by Lukas
In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane, a customer onboarding platform. Sri discuss...
CS [Un]churned - Breaking down Report #31 from CSInsider.co
23 Mar 2023
Contributed by Lukas
Welcome to the first collaboration episode with CS Insider! Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey Powell o...
"Thank you...because" - Using Improv to Build Better Customer Relationships - ft. Kelly Leonard (The Second City)
14 Mar 2023
Contributed by Lukas
In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at S...
Maximizing Value: Insights into Cloudflare's Approach to Customer Success ft. Harnish Kanani, CCO (Cloudflare)
07 Mar 2023
Contributed by Lukas
In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare. They discuss Cloudflare&apos...
3 Essential Tips for Leveraging Your Seat at the Table ft. Monica Trivedi (JLL Technologies)
21 Feb 2023
Contributed by Lukas
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 custom...
Unpacking the Art of Customer Interaction ft. Rob Fitzpatrick (The Mom Test, Author)
14 Feb 2023
Contributed by Lukas
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 boo...
The Pillars of Go-to-Market Success ft. Judd Borakove (GTM Partners)
07 Feb 2023
Contributed by Lukas
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 g...
Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)
31 Jan 2023
Contributed by Lukas
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 yea...
Why Insights Without Accountability Mean Little ft. Dickey Singh (Cast.app)
24 Jan 2023
Contributed by Lukas
Dickey Singh, founder, and CEO of Cast app, the leading automation platform for companies to drive growth, sales, and referrals from existing custom...
Why Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango)
17 Jan 2023
Contributed by Lukas
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 compa...
What You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView)
10 Jan 2023
Contributed by Lukas
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 ...
#OpenToWork series ft. Leslie Chamberlain
06 Jan 2023
Contributed by Lukas
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 n...
How to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora)
04 Jan 2023
Contributed by Lukas
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 Saa...
Creating a Best-In-Class Action Item Detection Model Ft. Chenay Gladstone (Updateai)
03 Jan 2023
Contributed by Lukas
In this episode of [Un]churned we feature UpdateAI’s very own Chenay Gladstone. Chenay leads the data annotation and analysis practice at UpdateAI. ...
#OpenToWork series ft. David Kirkdorffer
30 Dec 2022
Contributed by Lukas
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 n...
The one metric every CX should know ft. Meenu Agarwal (Workday)
27 Dec 2022
Contributed by Lukas
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 ...
#OpenToWork series ft. Roxane Tran (Customer Success Manager)
23 Dec 2022
Contributed by Lukas
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 n...
Translating CS to other business sectors ft. Ellie Wu (Insight Partners)
20 Dec 2022
Contributed by Lukas
Ellie Wu, VP of Sales and Customer Success Excellence at Insight Partners, joins UpdateAI CEO Josh Schachter on the latest episode of “[Un]churned...
#OpenToWork series ft. Jeremiah Bello (Customer Success Manager)
16 Dec 2022
Contributed by Lukas
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 n...
How CSMs Can Tackle Stress in 5 Easy Steps With Katharina Schmidt
14 Dec 2022
Contributed by Lukas
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...
#OpenToWork series ft. Yaswanth Reddy (CS leader)
09 Dec 2022
Contributed by Lukas
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 ...
How to Lead a Thriving Customer Success Organization With LeeRon Yahalomi (Regie.ai)
07 Dec 2022
Contributed by Lukas
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 gr...
Developing an empathic team to deliver an excellent customer experience- ft. Teresa Anansia, Zendesk
20 Nov 2022
Contributed by Lukas
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 th...
Customers will never forget how you made them feel - ft. Alice Jeffery, Mimecast
19 Nov 2022
Contributed by Lukas
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. ...
The first thing to do in a downturn - ft. Geoffrey Moore, Best-Selling Author
07 Nov 2022
Contributed by Lukas
“The downturn enforces discipline, it enforces focus on outcomes that can be prioritized.” - Geoffrey MooreRunning a business can bring up challen...
17: The love for being a tech mom ft. Emilia D’Anzica and Sabina Pons, Growth Molecules
07 Nov 2022
Contributed by Lukas
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 ...
The magical ingredients to an excellent customer experience - ft. Eduarda Camacho, CCO, BMC Software
31 Oct 2022
Contributed by Lukas
Customer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help wit...
Decoding the Customer Retention Strategy - ft. Ariel Benzakein, VP, CS, Flosum
21 Oct 2022
Contributed by Lukas
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 ca...
Debunking the myths of tension between CS and Sales - ft. Dan Ennis & Brittany Rodriguez, Monday.com
15 Oct 2022
Contributed by Lukas
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 t...
Disrupting the Customer Success toolstack - ft. Edward Chiu, Co-Founder & CEO at Catalyst
07 Oct 2022
Contributed by Lukas
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, ...
Why it's critical to market your leadership - ft. Nils Vinje, leadership coach and CS leader, Founder, B2B Leaders Academy
04 Oct 2022
Contributed by Lukas
Good leadership is not simply about having the ability to take charge or make decisions. Nils Vinje, Leadership Coach, Founder, B2B Leaders Academy. ...
Simplifying the first touch of a trusted relationship ft. Jenny Calvert (Hunt Club)
27 Sep 2022
Contributed by Lukas
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 genuin...
Why we've got customer marketing all wrong ft. Jeff Ernst, CEO of SlapFive & Kaily Baskett
20 Sep 2022
Contributed by Lukas
Jeff Ernst, & Kaily Baskett, from SlapFive, join Josh Schachter to decode the nuts & bolts of driving business growth by capturing custome...
Ensuring organizational success with x-functional hyper-alignment ft. Ryan Weisert, Senior Director, Enterprise CS, Iterable
13 Sep 2022
Contributed by Lukas
There is nothing more powerful than having every member of the team charged with the vision of the company. To ensure that this relays across the orga...
How x-functional alignment powers Hubspot ft. Jonathan Corbin, HubSpot
04 Sep 2022
Contributed by Lukas
Building a one-on-one relationship with customers is one of the foundational pillars to ensuring success in business. Over a period of time, as the bu...
Is customer success just another arm of the revenue function? ft. Chris Hicken Co-founder & CEO of 'nuffsaid
30 Aug 2022
Contributed by Lukas
Different narratives have formed around the question of - ‘How does Customer Success contribute to the overall success of a business?’ But, the d...
Conducting Effective Meetings ft. Rachel Provan
23 Aug 2022
Contributed by Lukas
“ Protect your calendar, if you leave it open other people are going to take that time because CS is useful to every other department & that’s...
Sneak Peek at the Gainsight Pulse -2022 ft. Kellie Capote
15 Aug 2022
Contributed by Lukas
This unchurned conversation takes you behind the scenes of the movement into customer lead growth - Pulse 2022 with Kellie Capote, Chief Customer Offi...
Leading With Empathy ft. Jay Nathan of Higher Logic
08 Aug 2022
Contributed by Lukas
In this unchurned conversation about customer community and different facets of leadership with Jay Nathan, EVP & CCO of Higher Logic we discuss...
Is Customer Success a function or movement? ft. Alex Farmer
02 Aug 2022
Contributed by Lukas
In this unchurned conversation about the rise of the customer success echo chamber with Alex Farmer, VP of Customer Success at Cognite, we discuss:The...
Always serve 6 spoons - lessons in building customer trust ft. David Sable
26 Jul 2022
Contributed by Lukas
In this unchurned conversation on building trust & the importance of effective note taking with David Sable, you get to learn aboutWhy they follow...
Dear Leader, Why Would Anyone Listen To You? ft. Dylan Stafford
22 Jul 2022
Contributed by Lukas
“If the train tracks already exist you don’t need leadership, you need good management. When you are in the moment, in charge and there are no tra...
[Un]churned - Trailer
21 Jul 2022
Contributed by Lukas
Welcome to the Unchurned Podcast! This show brings to you stories that will help you forge incredible customer relationships, prevent churn, & bu...