#updateai #customersuccess #saas #business Szuyin Leow, VP of Customer Experience at Transcend joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠  & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of hiring subject matter experts in customer success and the impact of personal experiences on professional development. Timestamps 0:00 - Preview 0:36 - BS & Intros 4:04 - Meet Szuyin 6:08 - Need for GDPR rules 8:25 - Kristi is not friends with Josh 8:55 - CS & CS tool stack at Transcend 13:51 - Hiring a CSM for renewals 17:45 - Kristi is insecure about not having a consulting background 25:41 - Pick a leader, not a job 26:54 - Identifying superpowers 28:50 - You don't need a CS background 32:10 - Szuyin's husband is a YouTuber. 34:00 - Personalizing interactions beyond the monkey sphere 43:15 - Simplifying customer experience ___________________________ 👉 Connect with the guest Szuyin Leow: https://www.linkedin.com/in/szuyinleow/ 👉 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: 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 consulting and customer success experience versus expertise

Paul Holder, CEO of OnRamp, joins the hosts ⁠Kristi Faltorusso⁠, ⁠Mickey Powell, Jon Johnson⁠  & ⁠Josh Schachter⁠. They discuss how OnRamp is designed to streamline the onboarding process for customers. The conversation covers the shift from viewing customer success as a cost center to recognizing its role in driving growth and revenue. From Paul's experience at Troops to his transition to co-founder, this episode explores the importance of putting the customer at the center of every business decision. Timestamps 0:00 - Preview 1:07 - Welcome to The Pantless Podcast 2:43 - Meet our hosts 4:58 - Bid Adieu Mickey! 9:42 - Josh & Kristi argue about the right way to introduce guests 11:30 - Meet Paul Holder 12:22 - The onboarding tool stack can be chaotic 16:41 - OnRamp is not just another onboarding platform 20:14 - Leading the CS Team at Troops 22:53 - Jon takes center stage 23:39 - How can CSMs ensure growth & retention 25:55 - Kristi is ambitious 26:38 - Practicing customer obsession 30:18 - How can CSMs become irreplaceable? 32:28 - Transitioning as a Co-Founder 34:39 - Banter & Closing 👉 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

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/Y8B6do0iadoTired of answering the same customer queries over and over again? How about cloning yourself? Let's hear from our guest, Bethany Stachenfeld, Co-founder & CEO of Sendspark, about scaling personal touch with AI. Timestamps0:00 - Preview & BS3:13 - Meet our Guest4:23 - Sendspark6:50 - Personal touch at scale with AI 14:01 - Drive behavior change - 3x engagement on your emails with video23:41 - Future of AI Automation25:25 - Adapt or Die29:15 - check out 30:20 - CS over Sales?  36:03 - Leading a startup37:50 - Let's wish Bethany a happy birthday Sendspark is a platform that helps Customer Success (CS) and sales teams connect with customers using AI-personalized videos at scale👉 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

As the GM, of EMEA at Quiq, Ejieme, our guest on this episode leads the growth and expansion, while also serving as the executive sponsor of the culture committee. She is also the founder of Success in Black, an award-winning platform to advance diversity, equity, and inclusion in customer success. She is also an active angel investor and advisor to various pre-seed and seed-stage companies across different sectors. Timestamps0:00 - Preview1:43 - Jon goofs up intros5:14 - Meet our guest7:25 - We didn't meet at Pulse8:50 - Ejieme shares about Success In Black15:26 - Sign up for Success in Black18:50 - Ejieme shares insights about Quiq23:29 - Kristi is launching a new show24:10 - Ejieme's career in consulting26:47 - Customer experience in the NY Times29:12 - Stepping into the role of VP of CS with no CS background30:19 - Building a CS Team at Snaps & addressing challenges35:58 - Merger of Snaps with Quiq39:45 - How being in CS has turned out to be valuable for Ejieme's role as a GM46:45 - Challenges of being a GM with a CS background48:05 - Ejieme's plans for the futureConnect with Ejieme: https://www.linkedin.com/in/ejieme/details/experience/Sign up for Success In Black: https://www.successinblack.co/👉 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

We are heading in 2024! In this episode, our hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell debate whether there will be a decline in the role of the generalist Customer Success Manager (CSM) in 2024. 00:00 - Preview & Intro01:08 - Jon is sensitive about his music08:16 - Everyone shares their lows and highs of 202320:50 - Kristi & Jon predict the decline of generalist CSMs, Mickey disagrees Merry Christmas & a Happy New Year! Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/jHrl8ZBNhyIJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork👉 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

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/f21ShT6YZA0?feature=sharedJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkWouldn't life become a breeze if renewals could be automated?Well, Renewtrak does just that! Mathew Cagney joins  Kristi Faltorusso, Jon Johnson  & Josh Schachter and they discuss- Focusing on renewals - How Renewtrak works- What's up with renewals?- Justifying revenues- Predicting the likelihood of churn- Integrating Renewtrak with other systems- Birth of Renewtrak- The CS team at Renewtrak Connect with Mathew: https://www.linkedin.com/in/mathewcagney/Checkout Renewtrak: https://www.renewtrak.com/👉 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

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkThe role of the customer success team evolves at each stage of the startup. Eric Kingsbury, Founder of Retain Solutions, the go-to consultant in the Customer Success Enablement space joins  Kristi Faltorusso, Jon Johnson  & Mickey Powell to discuss the evolving landscape of customer success roles in various stages of company growth.0:00 - Preview 1:10 - Jon was a cheerleader5:10 - Meet our hosts & guest9:35 - Eric's path to CS Enablement14:35 - Eric's experience applying for a job at Heap16:16 - Transitioning as a consultant21:00 - Getting started with CS Enablement24:50 - Why aren't companies deploying CS Enablement28:32 - Eric's learning curve as a CS Enablement consultant32:27 - Enabling CS for different stages during the startup journey40:00 - Living the solopreneur life42:20 - Closure 👉 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

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/N22Id931Tb4Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkMickey is back! & Let's welcome Kristie Gaunt to the UpdateAI Squad!Kristie had been an AE at Gainsight for the past 2years. Join Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell  to learn more about 14:10 - Working at Gainsight16:55 - The Work Culture at ClientSuccess18:00 - Navigating Strengths on the Career Highway23:05 - Getting Hired at Gainsight25:45 - Bidding Adieu to Gainsight28:30 - Hiring for a New Role at a Startup30:36 - Cons of Startup Life38:30 - Cultivating a Growth Mindset in the Startup Jungle12:00 - Big Shoutout to Hamish Stephenson (Selr.io) (Check out the episode "Who Wins the Tug-of-War, Team Customer Success or Team Sales?")👉 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

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/me_SnBXsUyIJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkOur hosts,  Josh Schachter, Kristi Faltorusso, & Jon Johnson, are joined by Tanya Earles, the SVP of customer success at Tebra. Tanya, who leads a team of 470 people across 16 functions, brings insights into the intriguing question: Are leadership and customer success truly on the same side? Key Topics - Managing customer success from "Ivory Tower"- Measuring and validating KPIs- Is the future of CS dark?- Sustainability in relationships at the workplace - Making an impact as an individual- Importance of Journey Mapping- Tanya's next role- Tanya's advice to her "entry-level" self👉 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

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcastWatch the banter on YouTube - https://youtu.be/ycxNw-diImYJoin our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathworkKristi Faltorusso has made a lasting impact on the customer success community. Join us as we delve into her modeling career, and how her upbringing shaped her for success. Kristi's journey is inspiring and a testament to hard work and hustle.👉 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