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

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

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_breathworkLaid Off? What's next? Job Hunt? Side gig? Referrals & Networking?Prayers? Navigating through challenging times can be stressful. This week, Jon & Josh sit down with Jared Orr  (3 Js this episode) to discuss how you as a candidate can bag the job of your dreams by convincing the hiring team and showing them how you are a great fit for their company. 👉 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

 Josh Schachter & Jon Johnson chat about Jon's journey to CSTimestamps4:20 - Memories from Jon's tough childhood 19:12 - Jon's Educational Background27:00 - Working at Microsoft30:57 - Breaking into CS at Invoca32:52 - CS, Humanity, & Leadership39:39 - Working at ShipHawk44:21 - Jon's plans for the futureCheck out the video on YouTube: https://youtu.be/TEqVE1seYAcJoin 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

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