Unchurned - The No. 1 podcast for Customer Success

#updateai #customersuccess #saas #business In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost productivity for CSMs. She also discusses her experience at CS100. Timestamps 0:00 - Preview, BS & Intros 3:00 - Experience at CS100 9:00 - Arit talks about her presentation at CS100 12:30 - Learn about Searchspring & Arit's role 15:00 - Predicting customer risks manually to enable future automation 18:57 - Using customer data to draw insights 21:15 - Customers inquire about AI but lack specifics 23:45 - Kristi's inquiry about scaling manual processes for insights 27:35 - Getting CSMs aligned to the eagle view 29:45 - Dealing with cross-functional requests & demands 31:58 - Evolution of Kristi's leadership style 34:09 - CSMs are busy serving others ___________________________ 👉 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 Arit Nsemo: https://www.linkedin.com/in/aritnsemo/ 👉 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/ 👉 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, SearchSpring, Customer Success Managers,CS100 event ______________________ 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.

He also shares Carta’s strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market conditions and IPO readiness. The episode also explores AI's future role in predictive analytics and customer health, highlighting how ongoing education and internal enablement are crucial for CSMs. Lastly, Jon and Daniel examine the impacts of market consolidation and M&A trends on customer churn, offering valuable insights for businesses looking to enhance their customer success initiatives. Key Takeaways: - Understanding customer life cycles is essential for effective engagement. - Constraints can drive innovation within customer success strategies. - Structured communication and targeted plays fuel upselling and retention. - Predictive analytics and AI are transforming customer health insights. - Ongoing education and certification are vital for CSM effectiveness. - Market trends significantly influence customer churn dynamics. Tune in for a wealth of knowledge on how to elevate your customer success strategies and adapt to evolving market landscapes! Timestamps 0:00 - Preview, Meet Daniel 2:05 - Introduction to Carta & its mission 7:53 - Understanding core components of Customer Success & the venture lifecycle 13:00 - Efforts to ensure customer engagement and education 17:00 - Navigating a sticky product amidst challenging market conditions 24:00 - Mergers and acquisitions lack transparency and clarity 28:15 - Gathering customer insights using data, liquidity triggers 35:10 - Identifying moments to ensure customer success 41:50 - Closing ___________________________ 👉 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 Daniel Silverstein: https://www.linkedin.com/in/daniel-silverstein-4125735b/ 👉 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/ 👉 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, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics, Customer success, Daniel Silverstein, customer lifecycle, venture-backed companies, training CSMs, AI influence, CSM processes, customer engagement, upselling, revenue growth, cross-selling, retention, operational life cycles, fundraising rounds, predictive modeling, churn prediction, Net Promoter Score (NPS), market conditions ______________________ 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.

#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains how focusing on key stakeholders, using tools like Gong for actionable insights, and employing a manual scoring system can enhance relationship management. He also discusses scenarios where rule-based systems can be more effective than AI, and how to rank opportunities based on user engagement and decision-making influence. Additionally, Ziv shares his thoughts on long-term employee retention, tackling global business challenges, and strategies for managing crises, drawing from his extensive experience at AppsFlyer. Timestamps 0:00 - Preview & Intro 2:20 - Jon is healing, recovering, recharging 7:25 - Meet Ziv 10:52 - Balancing business responsibilities amid ongoing war challenges 14:40 - Teamwork boosts motivation and productivity 20:59 - Balancing business goals with employees' personal challenges 26:05 - Planning 2025 growth, maximizing efficiency, leveraging AI. 28:31 - Here's what every CSM needs from AI 31:10 - Evaluating relationships to maximize business growth 35:35 - Customers remember onboarding experiences vividly 37:40 - AI as a laser pointer for focus 38:38 - How is AI helping customer success 44:25 - Using AI to enhance strategic customer success outcomes 47:03 - Feedback from experienced leaders empowers niche strategies 50:15 - AI aids in customer strategy and revenue growth ___________________________ 👉 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 Ziv Peled: https://www.linkedin.com/in/zivpeled/ 👉 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/ 👉 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 success management, Customer Success Manager role, engagement strategies, Gong insights, relationship scoring, customer engagement, AI in customer success, scalability with AI, AI-enhanced efficiency, strategic relationships, user engagement signals, efficient contact targeting, personalized customer success, AI strategic role, B2B SaaS, customer needs identification, strategic planning, CSM management via AI, proactive health scoring, sentiment analysis, impact of AI on Customer Success, human-AI collaboration, importance of human relationships, organizational memory, crisis management, global teamwork, trust building in crisis. ______________________ 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.

#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards, highlighting the critical role of board meetings and the need for a dedicated customer person in the early stages of a company. As the discussion unfolds, Brett emphasizes the significance of understanding product fit, customer needs, and the economic sustainability of customer success resources. From the impact of AI on customer success roles to the future of SaaS, tune into uncover the true worth of CS. Timestamps 0:00 - Preview & Intro 4:50 - The first CS hire 7:25 - The product is a vision 10:25 - The founders don't know 13:15 - CSMs & leaders - LISTEN!!! 17:46 - Should CSMs be responsible for upsells, cross-sells & renewals? 26:06 - We shouldn't give revenue to CS 29:20 - AI & SaaS helps you do your job 37:37 - The need for onboarding 41:16 - Solve the pains of the customer ___________________________ 👉 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 Brett Queener: https://www.linkedin.com/in/brettqueener/ 👉 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/ 👉 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 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.

#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future convergence of structured and unstructured data and the impact of AI agents on future work. Timestamps 0:00 - Preview, BS & Intros 7:09 - Reef's origin story 13:50 - Importance of outcome-based scoring 20:35 - Smart targeting & smart recommendations 26:26 - CSMs need to do high-value work 30:30 - ReefAI versus Gainsight 34:47 - Data privacy & security 37:07 - Convergence of structured and unstructured data ___________________________ 👉 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 Brent Grimes: https://www.linkedin.com/in/brentgrimes/ 👉 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/ 👉 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 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.

#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and reboarding customers. Join us as we uncover the complexities of balancing efficiency and maintaining a human touch in customer interactions while driving operational efficiency and growth in customer success. Timestamps 0:00 - Preview, BS & Intros 8:00 - Simplified market research for quick, inexpensive feedback 11:55 - Improving efficiency & re-onboarding customers 17:45 - Working with customers that "Get It" & those that don't get it 28:05 - CSMs need to do better with what they have 31:54 - The challenge of maintaining a human touch while being efficient 37:42 - Incentivising overstretched CSMs 41:50 - Digital CS is a program, not a segment 45:20 - Reboarding & educating long-time customers ___________________________ 👉 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 Julio Franco: ⁠https://www.linkedin.com/in/juliocfranco/⁠ 👉 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/⁠ 👉 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 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.

#updateai #customersuccess #saas #business Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more. Timestamps 0:00 - Preview, BS & Intros - Biggest challenges faced by companies 12:36 - Ben's contribution to CS 22:30 - Navigating a career shift 23:45 - Josh & Kristi discuss grades 26:05 - What's up with CS & SaaS? 28:00 - Dating stories & apps 36:15 - The AI buzz in CS 40:56 - Closing ___________________________ 👉 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 Ben Winn: https://www.linkedin.com/in/benwinn/ 👉 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/ ____________________________ 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.

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Intros 4:57 - Practically implementing concepts and frameworks 8:50 - Put the customer first 10:00 - We need emotional intelligence in CS 13:03 - Tracking actions vs real outcomes 16:18 - Tracking metrics that matter 19:27 - Trust, Journey Map, & Clean Data 31:40 - The correlation of CS, Product & Marketing 34:10 - Central CSM 35:35 - Consolidation and management of SaaS applications 39:10 - Validating project success 46:00 - Closing ___________________________ 👉 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 Alex Turkovic: https://www.linkedin.com/in/alexturkovic/ 👉 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/

#updateai #customersuccess #saas #business Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee experience, the value of customer success in the tech industry, and the significance of taking a break to recalibrate. Timestamp: 0:00 - Preview, Intros & BS 5:50 - Reflect, Recalibrate & Refuel 13:00 - Perfection isn't a reality 17:08 - People. Process. Product 18:20 - Employee onboarding is broken 23:03 - Happy CSMs Happy Customers 25:00 - What should employee onboarding look like? 30:20 - Tools for onboarding employees 39:20 - BS & Closing ___________________________ 👉 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 Paulina Staszuk: https://www.linkedin.com/in/paulinastaszuk 👉 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/ 👉 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/⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the CS Insider Newsletter ________________ Keywords: new employees, customer success, CS motion, onboarding, structured onboarding, customer relationships, employee experience, Slack, Notion, Loom, GIF creators, Clockwise app, work relationship, support tickets, remote work, AI-based support, NPS scores, customer experience ______________________ 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.

#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACKER, joins our hosts, Josh Schachter, Kristi Faltorusso & Jon Johnson to discuss the need for a crucial shift in the customer success model from being a cost center to a revenue driver. Aaron brings a wealth of experience and a fresh perspective, discussing the impact of tracking post-sale activities, aligning team incentives, and the challenges of transitioning from a "sales-led" to a "revenue-led" organization and the essential role of renewals, expansions, and customer retention in driving revenue growth. Timestamps 0:00 - Preview, BS & Intro 6:12 - Revenue Acquisition Cost 14:39 - Tracking & calculating costs 18:00 - Revenue is cheap to lose, expensive to maintain 26:55 - Focus on being revenue-led 30:04 - Rewiring to become customer-centric 35:50 - The starting point to being customer-centric as an individual contributor 43:05 - CSMs need to have a revenue-focused mindset ___________________________ 👉 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 Aaron Thompson: https://www.linkedin.com/in/athomps/ 👉 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/ 👉 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/⁠ 👉 Get the advice and insights you need to thrive in Customer Success. ⁠Subscribe to the CS Insider Newsletter ________________ Keywords: Customer success, Revenue-led growth, Success criteria, Renewals, Customer retention, Revenue growth, customer centricity, Revenue acquisition cost, Cross-sell, Upsell, Customer-centric approaches, Recurring revenue approaches, Customer success managers, Revenue-based accountability, Customer-driven revenue, Predictable renewals, Additional revenue opportunities, Success planning, Onboarding process, Client success tools, Business growth strategy, Customer expectations ______________________ 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.