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

Caitlin Wood, Chief Customer Officer at ZeroFox, dives into the complex world of customer success in cybersecurity. She reveals the challenges of proving ROI when nothing happens, illustrating the delicate balance between customer experience and tangible outcomes. Caitlin discusses the evolution of engagement models, the role of AI in streamlining processes, and the importance of hiring the right talent to foster effective customer success. With insights on adapting playbooks and simplifying strategies, she offers a fresh perspective on maximizing customer value.

Kelly McGuire, VP of Customer Success at Everstage, brings her expertise in sales compensation management to the conversation. She discusses how stepping outside our comfort zones can drive exceptional growth and success. Kelly also highlights Everstage’s no-ego culture and its emphasis on collaboration across teams. The talk delves into the crucial role of leadership alignment in scaling customer success, and her vision for expanding Everstage's impact in a rapidly changing market.

#updateai #customersuccess #saas #businessRimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.Timestamps00:00 - Preview & Intros01:35- Overview of Eightfold.ai04:30 - AI in Talent Management08:00 - Rimple’s Journey, Career Path & Industry Experience17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar___________________________👉 Follow the podcast Youtube: https://youtu.be/JprAz-o-dWkApple Podcast: https://apple.co/3dfWXmDSpotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestRimple Patel https://www.linkedin.com/in/rimpledpatel/👉 Connect with hostsJon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/Josh Schachter: https://www.linkedin.com/in/jschachter/👉 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/______________________Unchurned is presented by UpdateAIAbout UpdateAIAt 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.

#updateai #customersuccess #saas #businessLawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relationships and innovative approaches.Timestamps0:00 - Preview, Music Nerds Unite, LinkedIn & Intro8:30 - GLMx, its services12:28 - Lawrence's new role at GLMx, team dynamics and culture15:08 - Lawrence's experience hunting a job19:00 - The first 100 days23:10 - Building trust and buy-in31:45 - Pleasant surprises and operational challenges38:23 - Transitioning from learning to executing___________________________👉 Follow the podcastYoutube:https://youtu.be/JprAz-o-dWkApple Podcast:https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guestLawrence Waldman:https://www.linkedin.com/in/lawrencejwaldman/👉 Connect with hostsJon Johnson:https://www.linkedin.com/in/jonwilliamjohnson/Kristi Faltorusso:https://www.linkedin.com/in/kristiserrano/Josh Schachter:https://www.linkedin.com/in/jschachter/👉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 at⁠https://blog.update.ai/⁠______________________Unchurned is presented by UpdateAIAbout UpdateAIAt 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.

Andrei Negrau, Co-founder and CEO of Siena AI, and Chad Horenfeldt, VP of Customer Success, delve into the world of empathic AI tailored for e-commerce. They discuss the critical role of maintaining brand voice during AI interactions and the company's drive for net dollar retention. The conversation highlights innovative strategies for leveraging tools like UpdateAI to enhance real-time customer insights and improve customer experience. Listeners gain valuable insights into balancing intuition with feedback while fostering collaboration across teams.

#updateai #customersuccess #saas #businessJoin 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.Timestamps0:00 - Preview, BS & Intros2:49 - Thoma Bravo and merger discussion6:04 - Team dynamics post-merger8:00 - Introduction to Opexus and Casepoint11:53 - The curiosity post-merger and job security14:43 - Engagement models and customer-centricity22:17 - Bonnye's strategy & approach to CS___________________________👉 Follow the podcastYoutube:https://youtu.be/JprAz-o-dWkApple Podcast:https://apple.co/3dfWXmD Spotify:https://spoti.fi/3KD3Ehl👉 Connect with the guestBonnye Hart:https://www.linkedin.com/in/bonnye/👉 Connect with hostsJon Johnson:https://www.linkedin.com/in/jonwilliamjohnson/Kristi Faltorusso:https://www.linkedin.com/in/kristiserrano/Josh Schachter:https://www.linkedin.com/in/jschachter/👉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/⁠________________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______________________Unchurned is presented by UpdateAIAbout UpdateAIAt 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.

In this discussion, Amy Oilman, SVP of Customer Success at Conversica, draws from her extensive background at Google and Salesforce. She emphasizes the importance of a clear team vision and core values in building effective customer success teams. Amy shares innovative strategies for battling customer churn and fostering lasting relationships. Additionally, she dives into the significance of hiring with intention, promoting empathy, and preparing effectively for customer interactions to drive satisfaction and success.

Christine Boermeester, Senior Director of Strategy & Enablement at Deltek, shares her insights on transforming customer success roles to drive growth. Tune in as she discusses innovative initiatives aimed at enhancing customer relationships. Hear about the challenges of standardizing processes across diverse products and how specialized roles are being created. Christine also reveals the excitement within her team as they prepare for a customer success kickoff, aiming to redefine engagement in a rapidly changing landscape.

Leah Bauman, Head of Enterprise Product Alignment at monday.com, brings her sales expertise to the forefront of product development. She discusses the importance of aligning customer feedback with product strategies. Leah shares her journey of bridging gaps between client-facing teams and product developers. The conversation highlights innovative feedback loops and how Monday.com has evolved its Voice of the Customer culture. Leah emphasizes the necessity of structured communication in transforming customer insights into impactful product decisions.

The hosts dive into how companies are reinventing compensation models to better link customer success with revenue outcomes. They discuss the evolving roles of customer success and account management, emphasizing revenue accountability and data management challenges. The conversation also touches on the impact of AI on content authenticity, particularly on social media platforms. Lastly, they stress the necessity for a solid strategy in customer success to cope with shifting expectations and leadership dynamics.