Unchurned - The No. 1 podcast for Customer Success

Mike Sasaki, a seasoned CCO joins the hosts ⁠⁠Kristi Faltorusso⁠ and⁠, ⁠⁠Jon Johnson to discuss the complexities of engaging with executives, the importance of domain expertise, leadership's role in fostering an authentic workplace, and the significance of understanding a company's culture and core values. Timestamps 0:00 - Preview & Intros 2:25 - Advice from LinkedIn posts lacks validation 9:00 - Leadership demands constant work and willingness to upskill 12:08 - CSMs should not learn to talk to C-level executives 18:30 - Setting up fair expectations for customer success 20:16 - Engaging with executives 25:30 - Engaging as a subject matter expert 30:00 - Evaluating success in a career role 35:50 - Importance of open conversations with managers about career aspirations 40:15 - Identifying culture-fit at an org 49:05 - Closing ___________________________ #updateai #customersuccess #saas #business ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠⁠ Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Mike Sasaki - ⁠https://www.linkedin.com/in/sasakimike/ 👉 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 👉 Check out the most loved episodes ⁠⁠⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠⁠. ______________________ 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 Alex Farmer, CCO at Nezasa, & Michael Forney, VP CS at Responsive join the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss: - Challenges of constant employee turnover - Aligning Sales & CS on Success Plans - Strategies for successful cross-functional collaboration - Role of AI in sharing the voice of the customer - Differentiating onboarding phases - Prioritizing customer-centric tactics - Strategic approaches to improving customer retention - Navigating challenges related to M&A Timestamps 0:00 - Preview 1:25 - Meet our guests & Solar Eclipse 6:31 - Leadership is lonely 8:35 - Challenges in cross-function collaboration 10:58 - Challenges dealing with churn, employee turnover 16:50 - Kristi shares the benefits of re-onboarding & strategies around it 22:50 - Alex shares his perspective on onboarding & non-regretted churn 24:35 - How you can tactically be customer-centric 28:20 - Responsive ---Behind the scenes 32:50 - Re-onboarding doesn't have to be free 35:35 - Identifying customer behavior 38:50 - Using AI to keep customer insights aligned across teams 40:22 - Alex shares about transitioning to an enterprise value selling motion 44:20 - How Alex 6x'ed the average contract value and boosted the win rate from 20 to 33% 45:45 - Adjusting success plans 50:43 - Closing ___________________________ #updateai #customersuccess #saas #business ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠⁠ Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Michael Forney - https://www.linkedin.com/in/michael-forney/ Alex Farmer - https://www.linkedin.com/in/alexanderfarmer/ 👉 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 👉 Check out the most loved episodes ⁠⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠. ______________________ 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.

Building customer relationships is a foundational pillar of ensuring business success. Over time, as the company's business grows, maintaining this initial touchpoint with each of the customers from a widespread pool of customers serves as a challenge. Dealing with such an issue needs the backing and support of people who form a close-knit team.  Jonathan Corbin, former Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about  How Hubspot identifies different categories of customers Engaging and nurturing relationships to deliver a great customer experience Team segmentation & secrets to the motivating and progressive culture at Hubspot  Aligning cross-functionality in team “Providing customers a delightful experience is deliberate, it doesn’t happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That’s NOT true." - Jonathan Corbin Timestamps 0:00- Preview & Intro 2:30 - HubSpot, as a holistic solution for GTM teams 4:27 - Fostering relations with customers across different segments 11:00 - Maintaining company culture 17:00 - Using Hubspot internally 19:00 - Aligning teams cross-functionally 29:42 - Closing #updateai #customersuccess #saas #business ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠⁠⁠ Thank you for tuning into the Unchurned podcast! If you enjoyed the episode, please subscribe to the show and leave us an awesome rating & review. 👉 Connect with the guest Jonathan Corbin: https://www.linkedin.com/in/jcorbin01/ 👉 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 👉 Check out the most loved episodes ⁠⁠⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠. ______________________ 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.

Elisabeth Zornes, Chief Customer Officer at Autodesk joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to explore the challenges and strategies in articulating and delivering value to customers. Timestamps 0:00 - Preview 0:58 - BS & Intros 3:30 - How does a CCO work with customers? 4:40 - Where is Kate Middleton? 7:00 - Making the customer a success 9:00 - Articulating the value of the product to customers 13:50 - Planning customer success, measuring and assessing data 16:45 - Collecting customer data to create solid foundations 18:35 - How to use AI for customer insights & recommendations 23:15 - Best conversations for customers' success & technical success 25:40 - How to build a scalable customer success process for small businesses? 30:15 - CS This or That 32:14 - CSMs spent 33% of their time on preparing and follow-ups 36:05 - How can CSMs track and enforce product adoption? 39:50 - The future of CS 44:25 - Closing ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠⁠ Apple Podcast: ⁠⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠⁠ Spotify: ⁠⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠⁠ 👉 Connect with the guest Elisabeth Zornes: https://www.linkedin.com/in/elisabethzornes/ 👉 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 👉 Check out the most loved episodes ⁠⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠. ______________________ 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.

Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS. Timestamps 0:00 - Preview 1:22 - BS & Intros 3:22 - Meet Jill 4:50 - Merger of Totango & Catalyst 5:55 - Josh pokes fun at Jon 7:53 - Do less, better together 11:53 - Communicating customer requirements to the product team 14:55 - One-to-many high tough digital CS 16:45 - Technical investigations team saves CSMs from burnouts 21:21 - Here's what CSMs need to focus on 23:30 - Meeting customers in-person 32:15 - Rotating leaders to understand customer needs better 35:43 - Benefits of having a support leader doing customer education 39:30 - Jill's experience executing the rotation 45:17 - Closing ___________________________ 👉 Follow the podcast Youtube: ⁠⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠⁠ Apple Podcast: ⁠⁠⁠https://apple.co/3dfWXmD⁠⁠⁠ Spotify: ⁠⁠⁠https://spoti.fi/3KD3Ehl⁠⁠⁠ 👉 Connect with the guest Jill Sawatzky: https://www.linkedin.com/in/jillsawatzky/ 👉 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 👉 Check out the most loved episodes ⁠⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠⁠ ⁠⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠⁠ ⁠⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠⁠ ⁠⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠, ⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠, ⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠,⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠,  ⁠⁠⁠⁠Google⁠⁠⁠⁠, ⁠⁠⁠⁠ Totango⁠⁠⁠⁠,⁠⁠⁠⁠  Zoura⁠⁠⁠⁠, ⁠⁠⁠⁠Workday⁠⁠⁠⁠, ⁠⁠⁠⁠Zendesk⁠⁠⁠⁠, ⁠⁠⁠⁠Braze⁠⁠⁠⁠, ⁠⁠⁠⁠BMC Software⁠⁠⁠⁠, ⁠⁠⁠⁠Monday.com⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠ and ⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠. ______________________ 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 Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach. Timestamps 0:00 - Preview 1:02 - Josh's childhood bedroom & Men need pillows 2:36 - Wish Jon a Happy Birthday! 4:15 - Meet Sarah Parker & Learn about BetterUp 6:42 - How coaching equips leaders to navigate challenges 10:30 - Challenges at BetterUp 13:00 - High-touch approach for customer success 14:40 - Challenges despite a high NPS 18:18 - Services offered by BetterUp 22:04 - Mindset transition from a service provider to a partner 25:15 - Augmenting CSMs & enabling customers as platform owners 29:10 - High demand for low-touch models faces resistance. 31:45 - Articulating worth for maximizing impact 33:54 - CSMs are trained to be a superhero 35:33 - Transitioning from UiPath to BetterUp was personal 37:35 - Wrap up! ___________________________ 👉 Follow the podcast Youtube: ⁠⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠⁠ Apple Podcast: ⁠⁠https://apple.co/3dfWXmD⁠⁠ Spotify: ⁠⁠https://spoti.fi/3KD3Ehl⁠⁠ 👉 Connect with the guest Sarah Parker: https://www.linkedin.com/in/sarahkparker/ 👉 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 👉 Check out the most loved episodes ⁠⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠⁠ ⁠⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠⁠ ⁠⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠⁠ ⁠⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠, ⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠, ⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠,⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠Cloudflare⁠⁠⁠,  ⁠⁠⁠Google⁠⁠⁠, ⁠⁠⁠ Totango⁠⁠⁠,⁠⁠⁠  Zoura⁠⁠⁠, ⁠⁠⁠Workday⁠⁠⁠, ⁠⁠⁠Zendesk⁠⁠⁠, ⁠⁠⁠Braze⁠⁠⁠, ⁠⁠⁠BMC Software⁠⁠⁠, ⁠⁠⁠Monday.com⁠⁠⁠, and best-selling authors like ⁠⁠⁠Geoffrey Moore⁠⁠⁠ and ⁠⁠⁠Kelly Leonard⁠⁠⁠. ______________________ 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.

Unchurned is presented by UpdateAI Carie Buchanan, the Chief Experience Officer (CXO) at Popmenu, participates in CS & BS conversations with the hosts Kristi Faltorusso and Josh Schachter. They discussed the technology landscape in Atlanta and Carie's experiences while working at big companies like Google, Microsoft, Salesforce, and ERPs. The conversation covered various topics, including the evolution of customer success roles at Salesforce, how Carie's consulting background led her to leadership in the tech industry and much more. Timestamps 0:00 - Preview 1:17 - Weekend Highlights & Intros 4:46 - Tech landscape in Atlanta 7:03 - Popmenu 9:45 - Listening Strategy & Customer Feedback 11:55 - Kristi's obsession with consultants 13:10 - Consulting mindset for problem-solving and success 17:00 - 3 skills Carie picked up from her time in consulting 19:05 - Feedback on customer requests vs. software innovation 21:50 - Balancing leadership and contact with individual contributors & customers 24:55 - Setting up governance models 26:50 - Gaining insights from skip-level meetings 28:22 - Dealing with the conflicting perspectives of employees and customers 29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce 34:50 - Kristi's She's So Suite Podcast 39:20 - Forming a CS team to manage your customer base 43:35 - Customer Success Roles and Responsibilities 45:00 - The interplay between Account Managers and Customer Success Managers 47:00 - Closing ___________________________ 👉 Follow the podcast Youtube: ⁠https://youtu.be/H6mnKkpU2lI?feature=shared⁠ Apple Podcast: ⁠https://apple.co/3dfWXmD⁠ Spotify: ⁠https://spoti.fi/3KD3Ehl⁠ 👉 Connect with the guest Carie Buchanan: https://www.linkedin.com/in/cariebuchanan/ 👉 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 👉 Check out the most loved episodes ⁠⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠⁠ ⁠⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠⁠ ⁠⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠⁠ ⁠⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠⁠ 👉 Past guests on The Unchurned Podcast include ⁠⁠Nick Mehta (GainSight)⁠⁠, ⁠⁠Mike Molinet (Branch)⁠⁠, ⁠⁠Edward Chiu (Catalyst)⁠⁠,⁠⁠ Kristi Faltorusso (Client Success)⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠Cloudflare⁠⁠,  ⁠⁠Google⁠⁠, ⁠⁠ Totango⁠⁠,⁠⁠  Zoura⁠⁠, ⁠⁠Workday⁠⁠, ⁠⁠Zendesk⁠⁠, ⁠⁠Braze⁠⁠, ⁠⁠BMC Software⁠⁠, ⁠⁠Monday.com⁠⁠, and best-selling authors like ⁠⁠Geoffrey Moore⁠⁠ and ⁠⁠Kelly Leonard⁠⁠. ________________ Keywords: How to keep your customers happy customer success manager customer support customer success management Customer Success Manager role hiring tips for customer success customer success engineer customer success marketing consulting and customer success ______________________ 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.

Jon, Josh, and our guest Zoe Marshall, Head of Account Management at Arbor dissect the challenges of scale, the art of customer success in the account management landscape, and the promise of EdTech while sharing some light-hearted moments discussing British royalty trivia. Timestamps 0:00 - Preview 0:58 - Intros & BS 4:40 - Arbor Education 8:45 - Zoe's Journey from Education to EdTech 13:19 - Transforming Education System with Tech 16:35 - Ensuring Product Adoption 22:37 - Account Management isn't easy 23:50 - Building a Discrete Customer Success Team 27:07 - The Cost of Neglecting Customer Success 30:30 - Distributing Team Functions Amid Growth Challenges 33:45 - Before you build a CS Team 35:00 - Account management team may lose customer contact 37:42 - Closing ___________________________ 👉 Follow the podcast Youtube: https://youtu.be/H6mnKkpU2lI?feature=shared Apple Podcast: https://apple.co/3dfWXmD Spotify: https://spoti.fi/3KD3Ehl 👉 Connect with the guest Zoe Marshall: https://www.linkedin.com/in/zoe-marshall-54274261/ Arbor Education: https://arbor-education.com/ 👉 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 👉 Check out the most loved episodes ⁠Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)⁠ ⁠How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)⁠ ⁠CS [Un]churned: Do We Really Need QBRs With Every Customer?⁠ ⁠Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)⁠ 👉 Past guests on The Unchurned Podcast include ⁠Nick Mehta (GainSight)⁠, ⁠Mike Molinet (Branch)⁠, ⁠Edward Chiu (Catalyst)⁠,⁠ Kristi Faltorusso (Client Success)⁠, and customer success leaders and CCOs from top companies like  ⁠Cloudflare⁠,  ⁠Google⁠, ⁠ Totango⁠,⁠  Zoura⁠, ⁠Workday⁠, ⁠Zendesk⁠, ⁠Braze⁠, ⁠BMC Software⁠, ⁠Monday.com⁠, and best-selling authors like ⁠Geoffrey Moore⁠ and ⁠Kelly Leonard⁠. ________________ Keywords: account management, account management best practices, account management skills, strategic account management, account management tips, key account management best practices, How to keep your customers happy, customer success manager, customer support, customer success management,customer success manager role #updateai #customersuccess #saas #business ______________________ UpdateAI presents Unchurned 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 Jess Cohen, Head of CS and Community at UpdateAI, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. The conversation touches on topics ranging from the complexities of working in customer success and the importance of guiding clients without giving them answers, to using emojis in Slack communication, with moments of lighthearted banter and insightful exchanges throughout. Timestamps 0:00 - Preview 1:10 - Kristi's new podcast - She's So Suite 3:46 - Meet Jess Cohen 4:31 - Jess wanted to become an astronaut! 6:10 - Learning the purpose of life 7:09 - Jon learns about stars and space from TikTok 10:28 - Kristi's training for a marathon 11:15 - CSMs influence customer behavior 11:55 -Not all who wander are lost 16:15 - You'll love the CCO Club workshop in Boston 21:35 - Should you voice your opinions? 26:38 - Influencing customer behavior change 31:42 - Breaking into CS 32:10 - Jon can't decode Slack emojis 34:42 - Kristi hates Slack 35:50 - Slack as a productivity tool [Slack + CS = Magic] 40:22 - Front-facing adoptive engineer 42:30 - What does success look like as a CSM for Jess? 44:40 - Josh loves structure 46:15 - Wrapping up ___________________________ 👉 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 Jess Cohen: https://www.linkedin.com/in/jessicalaurencohen/ 👉 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 👉 Check out the most loved episodes Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io) How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice) CS [Un]churned: Do We Really Need QBRs With Every Customer? Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly) 👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard. ________________ Keywords: How to keep your customers happy customer success manager customer support Customer Success Manager role customer success engineer ______________________ 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 Ryan Seams, Head of Customer Success at Assembly AI joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss why you need to meet customers where they are at, the importance of having a consistent customer segmentation across teams and much more. Timestamps 0:00 - Preview 1:01 - Meet our hosts 1:48 - Meet Ryan Seams 4:50 - Dissecting the title - "Head of Customer Success" 6:06 - Ryan's Wall of "You Are Here" Starbucks mugs 15:01 - What does Assembly AI do? 18:50 - The hunger to embrace chaos for growth 22:33 - CSMs as strategic partners to drive value 25:31 - How to avoid customer success from becoming customer support? 26:46 - Meet your customers where they are at 32:55 - Allocating time on the tasks that matter 37:20 - Customer success needs different skills at different organizations 40:45 - Importance of using consistent customer segmentation in your organizations 43:00 - AI's indeterminacy challenges customer success 45:05 - Learning & contributing to CS 47:45 - 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 Ryan Seams: https://www.linkedin.com/in/ryanseams/ 👉 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 ________________ 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. ___________________ Keywords: customer segmentation customer loyalty b2b customer segmentation customer churn customer profiling behavioral segmentation how to use customer segmentation demographic segmentation customer analytics customer segmentation analytics types of customer segmentation how to do customer segmentation customer segmentation marketing what is customer segmentation customer segmentation with a.i customer segmentation meaning ______________________