Navigating Mergers and Leading Through Change ft. Bonnye Hart

#updateai #customersuccess #saas #business

Join Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer.

Discover how these twin powers under the Thoma Bravo banner are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights.

Timestamps

0:00 - Preview, BS & Intros

2:49 - Thoma Bravo and merger discussion

6:04 - Team dynamics post-merger

8:00 - Introduction to Opexus and Casepoint

11:53 - The curiosity post-merger and job security

14:43 - Engagement models and customer-centricity

22:17 - Bonnye's strategy & approach to CS

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👉 Follow the podcast

Youtube:https://youtu.be/JprAz-o-dWk

Apple Podcast:https://apple.co/3dfWXmD

Spotify:https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Bonnye Hart:https://www.linkedin.com/in/bonnye/

👉 Connect with hosts

Jon Johnson:https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso:https://www.linkedin.com/in/kristiserrano/

Josh Schachter:https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Opexus and Casepoint merger, Thoma Bravo, merger, customer success, Vista private equity, GovDelivery, private equity investment, product adoption, customer engagement, customer services qualified leads, customer journey, customer satisfaction, sales interlock, , customer centricity, change management, organizational merger, customer experience

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.