Best Josh Schachter Updateai Podcasts (2024)

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

3d 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

15d 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

17d 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

24d 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

1M 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

1M 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

2M 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

2M 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

2M 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

2M 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

3M 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

3M 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

3M 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

3M 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

4M 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
Increase Retention by Turning Ex-Employees into Empowered Partners ft. Kris Sundberg (Restaurant365) 43:12

4M ago43:12

43:12

#updateai #customersuccess #saas #business Kris Sundberg, the Senior VP of Customer Success at Restaurant365 joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss how they leverage AI for predictive analysis, the potential benefits of benchmarking and data insights for competitors in the market, and the impact of…

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

4M 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

4M 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

5M 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

5M 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

5M 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

5M 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

6M 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

6M 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

6M 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

6M 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

6M 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

7M 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

7M 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

8M 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

8M 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

8M 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

8M 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

9M 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

9M 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…

1
Breaking into and Rocking CS: A Roadmap for Professional Success ft. Erica Akroyd (Pendo.io) 46:50

9M ago46:50

46:50

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.io Also, Erica has a message for those looking to break into and rock CS. See Jon's hair makeover exclusively o…

1
Boost Revenue from Existing Customers with Scalable Success ft. Dickey Singh (Cast.app) 25:06

9M ago25:06

25:06

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 uncover How Cast helps companies foster and expa…

1
The Flawed Hiring Process: Recommendation, Referral, and Rejection ft. Jenny Calvert (Director of CS, HuntClub) 45:18

10M ago45:18

45:18

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://y…

1
CSMs Need to Have Octopus Hands ft. Stevie Case (Vanta) 42:28

10M ago42:28

42:28

CSMs are responsible for a wide range of tasks, including: Onboarding new customers Providing technical support Managing customer accounts Developing and implementing customer success strategies Identifying and resolving customer churn All of these responsibilities require CSMs to be highly skilled and adaptable. They need to be able to switch gear…

1
Do CS Platforms Really Solve the Problems Faced by the CS Team? : CS & BS 42:17

10M ago42:17

42:17

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 Fal…

1
Driving Revenue Growth with the CCO as a Strategic Partner ft. Alexis H. (Heidrick & Struggles) & Rod Cherkas (Hello CCO) 24:26

10M ago24:26

24:26

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, compan…

1
The Consultant's Secret for Improving Customer Success ft. Jeff Kushmerek (Infinite Renewals) 44:05

10M ago44:05

44:05

Customer Success, in hindsight, is a long-term renewal strategy. Watch the uncut BTS & BS on our YouTube channel - https://youtu.be/Hyk_jL3i0u0 Join 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 Highl…

1
Orchestrating a Value Journey that Ensures Customers Get the Most Out of Your Product ft. Ahmed Quadri 19:09

11M ago19:09

19:09

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 an…

1
CS & BS: Say "NO" to Silos & "YES" to Cross-Functional Collaboration for REAL Customer Success Ft. Ramli John (Appcues) 37:45

11M ago37:45

37:45

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.…

1
Addressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth Ben 13:42

11M ago13:42

13:42

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 h…

1
Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners) 20:18

11M ago20:18

20:18

Every decision goes through emotional processing. How we feel about something at heart is way more important and impactful than what we think about something. So we need to lead with the heart and rationalize with logic. Ed Powers, a principal consultant at Service Excellence, joins Josh Schachter for an unchurned conversation about how customer su…

1
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly) 34:46

12M ago34:46

34:46

Do you want to make a career switch and break into CS? Join Josh Schachter, Kristi Faltorusso, and Jon Johnson as they uncover the truth behind the preconceived notions of the customer success industry with Julie Raeder, CSM Dooly, who transitioned from education to customer success. Key Highlights - Importance of empathy and individualization in C…

1
How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice) 36:10

12M ago36:10

36:10

When every other business is cutting costs, it has become more important than ever to retain your customers. With a focus on retaining customers, Gillian Heltai, CCO of Lattice shares insights on her 2x2 framework to help you assess customer health and put in place strategies to retain customers during the downturn. Key Highlights - Tech downturn i…

1
CS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io) 46:46

12M ago46:46

46:46

There has been a long-standing cold war between Sales and CS. This episode addresses the tiff. The disconnect between the teams' expectations makes it challenging for organizations to prioritize the long-term health of the customer. Hamish Stephenson, Founder & CEO of, Selr.io joins our hosts, Josh Schachter, Kristi Faltorusso, Jon Johnson & Mickey…

1
Partnering With the Product Team for Customer Success Ft. Alli Tiscornia & Abby Hammer (ChurnZero) 23:15

1y ago23:15

23:15

The terrifying truth is that the prosperity or downfall of a SaaS organization depends on the value the product delivers to its customers. Despite the fact that the feedback loop between product and customer could be challenging, the efforts made by the CS & the product team to understand and prioritize customer input hugely decide the fate of our …

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