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

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 customers and seeing them win in their business with our products. 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 customer feedback metric. Watch the podcast on Youtube: https://youtu.be/YNNZRrAdAeMLinks from the episode- Buy the book: Control Your Customer - 10 reasons why Customer Success should own Revenue - Will AI kill off Net Promoter Score?- 6 bad habits that cost CSMs a fortune👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 BrazeImportance of specialization in roles and incentive plans tailored to specific rolesMonitoring teamwork through showcases, analytics, and ops teamImportance of personalization and real-time communicationRole of Leadership in career growth👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 cameoWatch the podcast on Youtube: https://youtu.be/BkBB1QEJGAY 👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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, where he built a world-class high-touch Customer Success team and led the marketing department for a Saas company in the MarTech industry. His expertise is in mentoring team members to find the optimum organization that benefits clients and the business.Connect with Benoit Bouteille on Linkedin👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 of UpdateAI- The importance of authenticity in storytelling was emphasized.The conversation ends with a recommendation for the book "Stories That Stick". 👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 the podcast on UpdateAI:  https://portal.update.ai/recap/ba6eb517-2813-4acf-853d-246a362c439d?shareCode=0acd0b96-9cf9-4991-be71-7673c1912fd2👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 Security), and Totango.He has been honored by the Customer Community as SuccessHacker's Top 25 Customer Success Influencer in 2021 and 2022.  Jeremy specializes in 1) working with Customer Success Leaders to create and enhance customer journey maps, strategic accounts engagements, scaled and pooled model teams, renewals workflows, risk mitigation, voice of the customer, and team recruitment. 2) CSM coaching and best practices.Connect with Jeremy Donaldson on Linkedin👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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 episodeAdvice for CS job seekers who want to land referrals.- Nick MehtaHow to get churn down & retention up - Jason Lemkin👉Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 Sign up for UpdateAI - the only Zoom virtual assistant for customer-facing teams. 👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at https://blog.update.ai/ 👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter