Welcome to the collaboration episode with CS Insider!

Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell discussing on a discussion about
- CS is not a support function
- A degree program for CS
- Storytelling for CS
- Being strategic with customers
  - Jackson's cameo

Watch the podcast on Youtube: https://youtu.be/BkBB1QEJGAY

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👉 Get the advice and insights you need to thrive in Customer Success. Subscribe to the CS Insider Newsletter

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👉 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

Welcome to #OTW!

#OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.

This episode features, Benoit Bouteille, VP of Customer Experience, Tinyclues (now Splio). 

Ben has led Marketing teams in the e-com industry for 12+ years, operating in various sizes of companies. He moved into the Saas business in 2016, where he built a world-class high-touch Customer Success team and led the marketing department for a Saas company in the MarTech industry. His expertise is in mentoring team members to find the optimum organization that benefits clients and the business.

Connect with Benoit Bouteille on Linkedin

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👉 Josh would love to connect to hear your feedback & suggestions. Get in touch with him on Linkedin.

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Kindra Hall, former Chief Storytelling Officer of Success Magazine, joins Josh Schachter, founder, and CEO of UpdateAI in this episode of the [Un]churned podcast to discuss
- Importance of storytelling in business and a framework for compelling storytelling
- Four types of stories: value story, founder story, purpose story, and customer story.
- Activating customer stories
- The founding story of UpdateAI
- The importance of authenticity in storytelling was emphasized.

The conversation ends with a recommendation for the book "Stories That Stick". 

👉 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

Welcome to the collaboration episode with CS Insider!

Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell on a discussion about the potential for AI to improve communication between sales and customer success teams, owning renewals, and the need for customer success teams to showcase their value through metrics such as renewals, growth, and advocacy.

Watch the podcast on UpdateAI:  https://portal.update.ai/recap/ba6eb517-2813-4acf-853d-246a362c439d?shareCode=0acd0b96-9cf9-4991-be71-7673c1912fd2

👉 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

Welcome to #OTW!

#OTW - OpenToWork, is a new series on [Un]churned, featuring amazing SaaS leaders and practitioners who are open and ready for their next role.

This episode features, Jeremy Donaldson, a seasoned Customer Success Professional with over 10 years of SaaS experience managing over $50 million in ARR at Cornerstone OnDemand (f/k/a SumTotal Systems), Skillsoft, Synapsis (f/k/a WhiteHat Security), and Totango.

He has been honored by the Customer Community as SuccessHacker's Top 25 Customer Success Influencer in 2021 and 2022.  

Jeremy specializes in 1) working with Customer Success Leaders to create and enhance customer journey maps, strategic accounts engagements, scaled and pooled model teams, renewals workflows, risk mitigation, voice of the customer, and team recruitment. 2) CSM coaching and best practices.

Connect with Jeremy Donaldson on Linkedin

👉 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.

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👉 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

In this podcast episode, Josh Schachter interviews Srikrishnan Ganesan, founder, and CEO of Rocketlane,  a customer onboarding platform. 

Sri discusses the origins of Rocketlane, including the community they built before launching the product - Preflight, and the birth of Rocketlane. They also talk about the importance of collaboration and marketing in the SaaS industry. 

Sri emphasizes the importance of consistency in the customer journey, particularly during the onboarding phase, and how it can impact customer success and lead to better outcomes. They also discuss Rocketlane's approach to marketing and community building.

👉 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

Welcome to the first collaboration episode with CS Insider!

Catch up with hosts Josh Schachter, Kristi Faltorusso, Jon Johnson  & Mickey Powell on a discussion about career success, the importance of networking and referrals, and ways for candidates to stand out in the job market.

Links from the episode

• Advice for CS job seekers who want to land referrals.- Nick Mehta
• How to get churn down & retention up - Jason Lemkin

👉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

 In this episode of [Un]churned, host Josh Schachter speaks with Kelly Leonard, the VP, Creative Strategy, Innovation & Business Development at Second City in Chicago.

They discuss how improvisation can improve creativity and collaboration in business and the importance of human behavior and relationships in customer success.

They also touch on the concept of "Yes, and" and how it can be used to navigate disagreements or situations where agreement may not be possible. Overall, the podcast highlights the value of practicing human skills and using science to understand better and connect with customers. 

They also discuss 
- the importance of building relationships in business
- how improvisational theatre exercises can help improve communication skills.
- dealing with demanding customers who complain frequently.
- the power of comedy in diffusing difficult situations, 
- the importance of avoiding toxic people and bosses, 
- the value of improvisation in business. 

👉 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

In this episode of [Un]churned, host Josh Schachter interviews Harnish Kanani, the Chief Customer Officer at Cloudflare. 

They discuss Cloudflare's mission to improve the internet for everyone and their approach to customer success, including how they segment their customers based on needs, size, vertical, speed, and readiness of teams.

Harnish emphasizes the importance of serving the customer and building relationships from the initial prospecting stage through the entire journey with the company. 

They also touch on Kanani's background in enterprise consulting and his leadership style focused on serving the customer. 

The episode also covers various aspects of customer success, including 
- Building reference ability with initial customers, 
- Market conditions and budget forecasting 
- How Cloudflare uses the Customer Maturity Model (CMM) to communicate value to its enterprise customers. 

The CMM helps Cloudflare assess how customers are using their platform, identify opportunities for additional ROI, and work towards becoming best in class. 

The company's customer success team works with individual customers to help them achieve their goals and elevate their usage of Cloudflare's solutions. 

👉 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

This week’s episode is all about maximization. 

As a CSM, how do you maximize your seat at the table? 

Because it wasn’t that long ago that customer success rarely – if ever – had a seat at the table. We’re still fighting in many cases, but today, CSMs find themselves more-and-more at the center of major organizational decisions.

And when we get there, it’s important to know what to do. 

Fortunately, Monica Trivedi, JLL Technology’s senior director of global customer success, is our guest this week on Unchurned, and she has plenty of wisdom to share.

In particular, you’ll want to listen for Monica’s 3 Essential Tips on how CSMs can leverage their seats at the table. 

But there was much more covered in this episode, including:

• Gaining your seat at the table to begin with 
• How CS takes shape within a major commercial real estate company 
• The importance of being “crisp” when making budget requests
• Why you need to know your audience and what motivates them
• The benefit of sharing your wins – and losses 

So be sure to check out the latest Unchurned episode on Spotify, Apple Podcasts and YouTube. 

👉 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