Best Josh Schachter Updateai Podcasts (2024)

1
Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure) 32:10

24h ago32:10

32:10

#updateai #customersuccess #saas #business Rachel Orston, Chief Customer Officer at Instructure joins the hosts ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of c…

1
Can Lean Teams Navigate Their Customers to Achieve BIG Impact? ft. Aanal Patel (Crunchbase) 30:32

28m ago30:32

30:32

#updateai #customersuccess #saas #business Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also she…

1
Leveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel) 21:32

1d ago21:32

21:32

#updateai #customersuccess #saas #business Paul Staelin, CCO at Vercel joins ⁠⁠Josh Schachter⁠⁠, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs. Timestamps 0:00 - Previ…

1
How You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend) 32:25

3d ago32:25

32:25

#updateai #customersuccess #saas #business In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value. We also look at how Rohan assembled a personal advise…

1
Can Sales & CS Team Up to Take Customers to Success? ft. Nicole Guarino 33:18

8d ago33:18

33:18

#updateai #customersuccess #saas #business Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds l…

1
How Crucial Are CSMs in Empowering Sales Success? ft. Brian Weinberger (CRO, Sisense) 26:52

10d ago26:52

26:52

#updateai #customersuccess #saas #business Brian Weinberger, CRO at Sisense, joins the host, Josh Schachter, Founder and CEO at UpdateAI, to discuss the gap between sales and post-sales with actionable insights and lessons from his experience. He also shares insights into his dual focus on sales and customer success and emphasizes the importance of…

1
The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health) 27:51

21d ago27:51

27:51

#updateai #customersuccess #saas #business Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify pa…

1
Mastering Customer Relationships and Peanut Butter Cups ft. Reanna Dempsey (Unanet) 38:54

30d ago38:54

38:54

#updateai #customersuccess #saas #business Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer…

1
How to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam) 44:45

1M ago44:45

44:45

#updateai #customersuccess #saas #business Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model,…

1
Are CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman 45:58

2M ago45:58

45:58

#updateai #customersuccess #saas #business This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal …

1
How Can CSMs Manage Interruptions & Predict Customer Risk? ft. Arit Nsemo (Searchspring) 39:23

2M ago39:23

39:23

#updateai #customersuccess #saas #business In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost prod…

1
How to Recognize and Leverage the Moments that Matter ft. Daniel Silverstein (Carta) 44:56

2M ago44:56

44:56

He also shares Carta’s strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market condit…

1
How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer) 52:04

2M ago52:04

52:04

#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains ho…

1
Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures) 46:02

3M ago46:02

46:02

#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards,…

1
How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai) 44:53

4M ago44:53

44:53

#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future con…

1
Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi) 55:09

4M ago55:09

55:09

#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and r…

1
Dating, CS & Banter ft. Ben Winn (FirstMark) 42:05

4M ago42:05

42:05

#updateai #customersuccess #saas #business Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more. Timestamps 0:00 - Preview, …

1
Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast) 51:22

5M ago51:22

51:22

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Int…

1
Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk 44:19

5M ago44:19

44:19

#updateai #customersuccess #saas #business Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee…

1
Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER) 50:53

5M ago50:53

50:53

#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACK…

1
Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft) 47:47

5M ago47:47

47:47

#updateai #customersuccess #saas #business Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and …

1
Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory) 47:19

6M ago47:19

47:19

#updateai #customersuccess #saas #business Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his …

1
Using Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik) 29:25

6M ago29:25

29:25

In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss: 0:00 - Meet Nick & how health scores help predict customer churn risk 7:00 - Working at LinkedIn inspired Nick's startup journey 13:03 - Nick's …

1
CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners) 47:57

6M ago47:57

47:57

#updateai #customersuccess #saas #business John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospec…

1
How to Gain Control of Your Customers and Win Trust ft. Damien Howley 23:45

6M ago23:45

23:45

Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamp…

1
Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta 28:53

7M ago28:53

28:53

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:- The changing job market and …

1
Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona) 35:48

7M ago35:48

35:48

Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the differenc…

1
Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst) 51:22

7M ago51:22

51:22

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the- Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customersSeth emphasizes failing for…

1
Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki 50:45

7M ago50:45

50:45

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 - …

1
Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive) 52:12

8M ago52:12

52:12

#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 i…

1
Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot) 31:10

8M ago31:10

31:10

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. Jo…

1
Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk) 47:31

8M ago47:31

47:31

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 - Ma…

1
Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries) 46:13

8M ago46:13

46:13

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…

1
Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp) 37:25

9M ago37:25

37:25

#updateai #customersuccess #saas #businessSarah 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.Timestamps0:00 - P…

1
Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu) 48:23

9M ago48:23

48:23

Unchurned is presented by UpdateAICarie 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 conver…

1
Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor) 43:22

9M ago43:22

43:22

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. Timestamps0:00 - Preview0:58 - Intros & BS4:40 - Arbor Education 8:45 - Zoe…

1
Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI) 46:40

9M ago46:40

46:40

#updateai #customersuccess #saas #businessJess 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…

1
Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI) 50:47

10M ago50:47

50:47

#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…

1
Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend) 46:28

10M ago46:28

46:28

#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 0:3…

1
The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp) 36:58

10M ago36:58

36:58

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 …

1
AI Automation for Scaled Customer Success ft. Bethany Stachenfeld (Sendspark) 52:12

10M ago52:12

52:12

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/Y8B6do0iado Tired 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 wi…

1
The Reality of Career Growth: Everyone Does CS ft. Ejieme Eromosele (Success In Black, Quiq) 50:40

11M ago50:40

50:40

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 t…

1
Will 2024 Mark the End of Generalist CSM Roles? 48:48

11M ago48:48

48:48

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 & Intro 01:08 - Jon is sensitive about his music 08:16 - Everyone shares their lows and highs of 2023 20:50 - K…

1
Supercharge Revenue Growth By Automating Renewals ft. Mathew Cagney (Renewtrak) 45:52

11M ago45:52

45:52

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/f21ShT6YZA0?feature=shared Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork Wouldn't life become a breeze if renewals could be automated? Well, Rene…

1
Embracing Customer Success Enablement ft. Eric Kingsbury (Founder, Retain Solutions) 46:21

12M ago46:21

46:21

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/N22Id931Tb4 Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork The role of the customer success team evolves at each stage of the startup. Eric Kingsb…

1
How All Roads Led a Gainsight AE to UpdateAI ft. Kristie Gaunt (UpdateAI) 44:45

12M ago44:45

44:45

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/N22Id931Tb4 Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork Mickey is back! & Let's welcome Kristie Gaunt to the UpdateAI Squad! Kristie had been a…

1
Are Leadership and Customer Success on the Same Side? ft. Tanya Earles 44:06

1y ago44:06

44:06

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/me_SnBXsUyI Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork Our hosts, Josh Schachter, Kristi Faltorusso, & Jon Johnson, are joined by Tanya Earles…

1
From Being Insecure to Becoming Queen Bee of CS ft. Kristi Faltorusso (CCO, Client Success) 29:14

1y ago29:14

29:14

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/ycxNw-diImY Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork Kristi Faltorusso has made a lasting impact on the customer success community. Join us …

1
WHY SHOULD WE HIRE YOU? ft. Jared Orr (Sharp Brand) 39:13

1y ago39:13

39:13

Send Kristi, Jon, Mickey & Josh a message - https://www.speakpipe.com/UnchurnedPodcast Watch the banter on YouTube - https://youtu.be/ycxNw-diImY Join our upcoming FREE Pranayama Sessions for the CS community by signing up here: https://lu.ma/updateai_breathwork Laid Off? What's next? Job Hunt? Side gig? Referrals & Networking? Prayers? Navigating …

1
Homelessness, Music, CS, & Leadership ft. Jon Jonson (UserTesting) 51:41

1y ago51:41

51:41

Josh Schachter & Jon Johnson chat about Jon's journey to CS Timestamps 4:20 - Memories from Jon's tough childhood 19:12 - Jon's Educational Background 27:00 - Working at Microsoft 30:57 - Breaking into CS at Invoca 32:52 - CS, Humanity, & Leadership 39:39 - Working at ShipHawk 44:21 - Jon's plans for the future Check out the video on YouTube: https…

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