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

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 guest on the latest episode of Unchurned. Here’s a quick rundown of the topics Jeremy spoke to UpdateAI CEO Josh Schachter about on this episode: Fixing a negative NPS Developing a more “holistic approach” to the customer journey Instilling a “people first” mindset How to evaluate and calculate potential churn Bonus: Why Jeremy’s bachelor party was national news in Canada Don’t miss this episode, because it’s packed with 30 minutes of great insights. You can listen to the full episode on Spotify and Apple Podcasts, and you can also watch it on YouTube. 👉 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 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 UpdateAI CEO Josh Schachter about the process behind the team’s approach to creating a best-in-class action item detection model. She shares her background in linguistics and how she’s been able to leverage her education.Chenay also describes what keeps her hungry to help grow UpdateAI, her love for volleyball, and other fun facts about working at a startup. You can follow Chenay on LinkedIn at https://www.linkedin.com/in/chenay-gladstone/. Here’s more about how Chenay and the team at UpdateAI have developed its proprietary artificial intelligence technology: https://update.ai/blog/how-updateai-detects-action-items-to-help-customer-relationship-builders/.👉 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, 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 LinkedinEmail Josh at josh@update.ai to be a featured guest on the #OTW series👉 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

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 look at her LinkedIn – from her time at Oracle to IBM to HubSpot to VMware to Workday – and her eclectic range of roles shows Meenu hasn’t been afraid to explore new ground. It was one of the main reasons I wanted to talk to her on the latest episode of “[Un]churned,” frankly. I had to hear about her unique journey. Thankfully, Meenu gave me some great insight into her career – and plenty of other topics. On this podcast, we also covered the following:How to Scale a CS OrganizationThe One Metric *Everyone* Should KnowThe State of Women in CS and TechThis was a fun one, and one of the more illuminating conversations I’ve had on Unchurned. And I  think you’ll enjoy it as much as I did. – Josh Schachter, UpdateAI CEO 👉 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, Roxane Tran, a Customer Success Professional with expertise in onboarding, operations.  Connect with Roxane Tran on LinkedinEmail Josh at josh@update.ai to be a featured guest on the #OTW series👉 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

 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 business environment. First, Ellie talked to Josh about her journey from Taiwan to Seattle, where she is now one of the top names in the CS world. They touched on a number of other topics in this episode as well, including: Why efficiency is vital Key CS metricsHow to “translate” CS to other business sectorsYou can find the latest episode of “[Un]churned” on Spotify, Apple Podcasts, and YouTube. You can also listen by clicking here. Resources from the episode - Insight Partners’ Reports:SaaS Sales KPIs Report: https://go.pardot.com/l/321391/2022-10-04/83mlmnPost-Sales GTM Report: https://www.insightpartners.com/blog/introducing-the-2022-post-sales-gtm-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, Jeremiah Bello from Nigeria, who had been a Customer Success Manager at Lazerpay in his past role.  Connect with Jeremiah Bello on LinkedinEmail Josh at josh@update.ai to be a featured guest on the #OTW series👉 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 www.update.ai/podcast👉 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👉 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

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 want them to. What do most of us do in those scenarios? We try our best to wear a facade. But Katharina Schmidt, a highly regarded executive coach who prioritizes working with startups; she’s also UpdateAI CEO Josh Schachter’s personal EC. Katharina, on the latest episode of “[Un]churned,” said it’s important to address stress head-on, rather than run from it. Luckily, Katharina shared some great tips on how to best handle stress. Tune in to listen to the full [Un]churned conversation. 👉 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, 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 Yashwanth on LinkedinEmail Josh at josh@update.ai to be a featured guest on the #OTW series👉 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

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 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