#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

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👉 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

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Keywords:

How to keep your customers happy

customer success manager

customer support

Customer Success Manager role

customer success engineer

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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.