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

#updateai #customersuccess #saas #business Brian Weinberger, CRO at Sisense, joins the host, Josh Schachter, Founder and CEO at UpdateAI, to discuss the gap between sales and post-sales with actionable insights and lessons from his experience. He also shares insights into his dual focus on sales and customer success and emphasizes the importance of creating long-term customer relationships. How Crucial Are CSMs in Empowering Sales Success? Timestamps 0:00 - Preview 0:40 - Meet Brian Weinberger, CRO at Sisense 9:00 - Breaking down silos between sales and CS teams 11:07 - Brian's transition to CRO 12:28 - Land with a plan 16:30 - Role of CS as a champion for the customer 18:25 - Challenges and solutions in integrating sales and CS 24:46 - AI as an Enablement Tool ___________________________ 👉 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 Brian Weinberger: https://www.linkedin.com/in/brianweinberger/ 👉 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 Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health. Timestamps 0:00 - Preview, Halloween & Intros 7:30 - Customer Success at Komodo Health 10:28 - KPIs for customer success at Komodo 12:00 - Plans and Priorities for the Q4 13:22 - Focusing on separating support from CS activities 16:03 - Managing expectations around promotions 20:06 - Navigating career growth 23:50 - Cross-functional Collaboration and Tools for knowledge sharing ___________________________ 👉 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 Rachel Tsui: https://www.linkedin.com/in/racheltsui 👉 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, healthcare map, health data, AI, big data, Komodo Health, customer success, net dollar retention, CSM, customer engagement, healthcare platform, data platform, CS team, account management, product utilization, strategic initiatives, executive relationships, customer influence, renewal rate, Gainsight, CRM, AMs (Account Managers), team structure. ______________________ 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 Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide actionable strategies for building long-term executive relationships. Timestamps 0:00 - Preview, BS & Intros 8:53 - Stepping in to level up CS initiatives 12:29 - Customer feedback & internal data 15:40 - Service Levels for different customers 18:40 - Ongoing process of cultivating successful business partnerships 22:20 - Difficulties CSMs face in getting CEO attention 25:20 - Strategies to get the executive buy-in to facilitate customer interactions 28:10 - Importance of multithreading approach 29:00 - Setting realistic expectations for executive relationship-building 31:27 - Communicating the importance of tracking & maintaining 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 Reanna Dempsey : https://www.linkedin.com/in/reanna-dempsey-9402076/ 👉 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, Unanet, CRM solutions for project-based businesses, Customer success strategies, Team growth in customer success, Transforming customer success roles, Stakeholder engagement ratings, Quarterly and annual executive engagements, Data accessibility challenges, Product certification gaps, Customer feedback in product offerings, Customer Success Managers (CSMs), Executive buy-in, client touchpoints. ______________________ 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 Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model, focusing on the intricate details of customer success, internal team support, and transition challenges. They also discuss how Bluebeam leverages AI to enhance product functionalities while minimizing user disruptions and delve into the dynamics of community engagement and feedback for better customer satisfaction. Plus, there’s a sprinkle of light-hearted banter and a playful detour into the world of fast food! Timestamps 0:00 - Preview, Intros & Del Taco 7:30 - Transition from desktop applications to SaaS 10:30 - Challenges and Successes of Transitioning into a SaaS model 18:15 - Approach to Customer Enablement & CS 25:23 - Measuring and analyzing KPIs for customer success 35:20 - For your customers -- You are an expert on your product 38:50 - AI Integration and Product Enhancements ___________________________ 👉 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 Andrew Gaer: https://www.linkedin.com/in/andrewgaer/ Sean Andrews: https://www.linkedin.com/in/smandrews/ 👉 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, customer success metrics, Bluebeam, SaaS, Desktop Applications, Cloud Services, Customer Success Approach, AI Integration, AI Operational Efficiency, Product Enhancements via AI, AI User Experience, Customer Transition Management, Customer Feedback, Customer Delight Index, Product Loyalty, SaaS Model Visibility, Community Engagement, Educational Resources for customers ______________________ 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.

In this engaging discussion, guests Parul Bhandari, a customer success expert, and Jenny Calvert, a strategic leader in the field, join Lawrence Waldman to explore the evolving role of Customer Success Managers. They advocate for a proactive, CEO-like mindset in managing customer accounts and emphasize the need for internal alignment and adaptability. Key topics include redefining success, the challenges of customer churn, and the significance of genuine customer feedback. Their insights aim to foster sustainable growth and improve retention strategies.

#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.