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

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 ______________________

#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