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

Michael Goetz, VP of Customer Success Strategy at GitHub, shares his insights from his extensive experience in the tech industry. He breaks down GitHub's strategic shift towards customer success, emphasizing the importance of defining measurable business outcomes. The discussion highlights how GitHub navigates diverse user needs and maintains engagement with rapid product innovations. Goetz also explores the dynamics between end-users and organizational stakeholders, stressing the necessity of understanding user personas to enhance customer interactions.

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, 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.___________________________👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guest Srikrishnan Ganesan : https://www.linkedin.com/in/srikrishnang/👉 Connect with hostJosh Schachter: https://www.linkedin.com/in/jschachter/👉 Sign up for ⁠UpdateAI⁠ 👉 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 relationships with their customers. 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 #businessJosh Schachter, Co-Founder & CEO of UpdateAI, sits down with Carly Van Kirk, Head of CS at AngelList. Carly pulls back the curtain on AngelList’s unique approach to supporting emerging and established GPs and shares her journey into this pivotal leadership role amidst rapid company growth and industry transformation. Join us as Carly shares how AngelList is reshaping customer segments, dealing with the challenges of scaling an increasingly complex platform, and balancing high-touch professional services with tech-driven solutions.Timestamps0:00 - Preview1:45 - Overview of AngelList2:35 - COVID-Era Growth & Rolling Fund at AngelList4:12 - Carly's Role, Team Structure & Customer Segmentation at AngelList9:30 - Hunting for a New Job13:20 - Carly’s Priorities in Her First 180 Days at AngelList14:45 - Key Challenges and Initiatives Identified14:45 - Automation, Tooling, and Workflow Inefficiencies22:43 - Understanding and Improving Time to Value24:24 - AI’s Current and Future Role in AngelList and CS27:36 - Customer Success as a Commercial Center___________________________👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guest Carly Van Kirk : https://www.linkedin.com/in/carlyvankirk/👉 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.

In this deeply personal discussion, the hosts share heartfelt stories about navigating life's challenges, including job transitions and profound losses. They reflect on the healing power of love and the importance of community during tough times. With a mix of humor and vulnerability, they touch on personal growth, the complexities of grief, and the balance between work and life. Each story serves as a reminder that personal journeys shape professional paths, highlighting the intertwined nature of success and experiences.

#updateai #customersuccess #saas #businessJon, Kristi, and Josh sit down with Mike Haylon, GM of AI at Asana, for a deep dive into AI’s transformative role in business. The episode kicks off with a nostalgic trip down memory lane, revisiting Josh and Mike’s childhood adventures, before pivoting to Asana’s groundbreaking work with AI Studio.Mike unveils how Asana’s no-code workflow builder is revolutionizing task management and reshaping customer interactions. The conversation explores AI integration challenges, redefined success metrics, and Asana’s go-to-market strategy—all delivered with humor and sharp insights.Timestamps0:00 – Preview, Memories & Introduction6:20 – Mike’s Role at Asana & AI Studio15:10 – Use Cases of AI Studio18:06 – AI’s Role in Workflows & Human Elevation22:16 – Challenges & Future of AI Adoption28:05 – How AI Simplifies Execution34:30 – Predictions on the Evolution of AI Tools___________________________👉 Follow the podcast Youtube: https://www.youtube.com/@updateai9697Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl👉 Connect with the guest Mike Haylon: https://www.linkedin.com/in/mhaylon/👉 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 👉 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.

Brett Queener, Managing Director at Bonfire Ventures and former executive at Salesforce, shares his expertise on navigating the fast-evolving software landscape shaped by AI. He discusses the importance of speed and innovation, emphasizing how startups can better solve customer problems. The conversation highlights strategies for founding companies amid growing competition, the shifting focus in product development, and the critical role of effective product marketing. Insights on investor perspectives and the need for adaptive strategies make this a must-listen for SaaS entrepreneurs.

James Sanders, an AI implementation strategist, teams up with Michelle Carter, a customer success innovation lead, to explore the game-changing role of AI in customer success. They delve into fascinating topics like automated call summaries, sentiment analysis, and predictive analytics. Discover how AI tools, including chatbots and personalized recommendations, can transform customer engagement from reactive to proactive. By leveraging AI, Customer Success Managers can build stronger relationships and enhance value—a true revolution in the industry!

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.