Unchurned - The No. 1 podcast for Customer Success

Starting as a CSM and transitioning through various roles in customer success (CS Enterprise, CS Mid-market & Scaled CS) and product management, Erica Akroyd has done it all.Erica is currently leading the customer education team at Pendo.ioAlso, Erica has a message for those looking to break into and rock CS.See Jon's hair makeover exclusively on our YouTube channel. Episode Starts at 8:30In this episode, Josh Schachter, Kristi Faltorusso, & Jon Johnson chat with Erica to break down the pros and cons of each role on the ladder of success as a CS professional.👉 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

 Dickey Singh, Founder and CEO of Cast.app the leading automation platform for companies to drive growth, sales, and referrals from their existing customers. You need to lean on the data to find out what does and doesn’t resonate with customers in his conversation with the UpdateAI CEO, Josh Schachter uncoverHow Cast helps companies foster and expand their customer relationships Why underestimating the customer is not an optionWhy email is the king when it comes to reaching customers 👉 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

Job hunting isn't easy. What adds to the frustration are the assignments, presentations, and exercises in these interview rounds. Jenny Calvert, Director of CS at HuntClub joins hosts Kristi Faltorusso, Jon Johnson  & Mickey Powell to discuss the challenges in talent acquisition and faults in the hiring process. Check out the uncut video - https://youtu.be/UZT0QT9Pay0Enjoy the heap load of BS till  6:40! 👉 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

CSMs are responsible for a wide range of tasks, including:Onboarding new customersProviding technical supportManaging customer accountsDeveloping and implementing customer success strategiesIdentifying and resolving customer churnAll of these responsibilities require CSMs to be highly skilled and adaptable. They need to be able to switch gears quickly and handle a wide range of tasks simultaneously. Tune in to listen to Stevie Case, CRO Vanta chat with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell about - 'How CS Teams are Defining Value and Elevating Customer Experience at Vanta'. 👉 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

Organizational leaders often sign up for a CS Platform to solve their biggest customer success challenges.  However, software implementation and adoption can be difficult, and many platforms don't meet all the needs of their customers.Checkout the [Un]cut BS on Youtube - https://youtu.be/J0ymZInO6C8 In this episode, hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell, explore the reasons behind this struggle and also dive deep into- 7 objectives of a CS leader- Enforcing adoption of the CS platform- Effectively using automated communications- Closing deals versus solving customer problems-  identifying churn patterns and indicatorsPlus, hear Kristi's secret to fitness, Josh's weight loss tips, and why planning birthdays is chaotic for Jon.13:13 - CS platforms might not give you everything you are looking for👉 Here's Mickey's post👉 Get the advice and insights you need to thrive in Customer Success - Subscribe to CS Insider Report👉 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

When revenue growth is a company's top priority, the value of post-sales teams is often overlooked.Customer success (CS) teams are among the most critical touchpoints in the customer journey. By partnering with the CCO, who can help develop and implement customer-centric strategies that increase customer satisfaction, loyalty, and spending, companies can retain their existing customers and boost revenue.In this episode, Josh Schachter, Founder of UpdateAI, speaks with Alexis Hennessy, Partner at Heidrick & Struggles, and Rod Cherkas, CEO and Founder of Hello CCO, about:The role of post-sales teams in driving revenueThe need for cross-functional collaborationHow to highlight the value and challenges of post-sales teams through real customer examplesTrends in career paths for chief customer officersCheck out the video episode here: https://youtu.be/SzSz7tXhnfc👉 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

Customer Success, in hindsight, is a long-term renewal strategy. Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/Hyk_jL3i0u0Join  Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell as they chat with Jeff Kushmerek, Founder of Infinite Renewals. Jeff helps startups improve their customer success strategy.Episode Highlights- Consultants reset expectations and provide better advice- Lack of customer engagement may lead to customer loss- Need for diverse perspectives and engagement with a broader range of customers- Challenge of managing underperforming employees- Learn from successful customer success companies- Consultants versus Executive Leadership... and, a lot of BSGet the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 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

Customer experience is more than just using the product. Every interaction with a customer is a touchpoint that can influence your relationship with them.Don't let your customers fall through the cracks.Ahmed Quadri, CCO at Heap, joins Josh Schachter, CEO of UpdateAI, to discuss how they navigate the value journey at Heap to maximize the value and relationship customers get.Josh and Ahmed also discuss- Expanding existing customer base- Using data-driven health scores to make customer data actionable-  Conducting a deal readiness assessment during the pre-sale cycle - Identifying and solving red flags in the deal- Aligning teams to ensure continuity in the value journeySubscribe to UpdateAI's YouTube channel to get the latest updates and enjoy the video podcast - 👉 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

Every customer-facing team has a hypothesis about what drives customer success. How accurate is this hypothesis?Finding problems and fixing them in silos isn't going to give the full picture of what a successful customer journey needs to look and feel like from onboarding to renewal. Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/DnAkuGOrG78Ramli John joins  Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell to highlight the necessity of cross-functional collaborations and- Finding and reinforcing the positives to customers- Engaging with customers early on for long-term success- Understanding micro steps for activation and strategy development- Onboarding as a cross-functional area involving success, sales, and marketing teams- Using tools to capture data on customer interactionsGet the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter👉 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

Shareth Ben, former VP of Customer Success at Securonics, joins Josh Schachter, CEO of UpdateAI to share his insights on the challenges faced by customer success teams and also discusses the three pillars of his customer success strategy: gap analysis, executive touchpoints, and value engineering team.Finally, Shareth shares his advice on how to handle conversations regarding alternative solutions and tactical approaches to address plan B scenarios.👉 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