#updateai #customersuccess #saas #business

Lauren Kennedy (Head of CS, Glean) joins Josh Schachter (CEO & Co-Founder, UpdateAI) and Jon Johnson (Principal CSM, UserTesting) to share her insights on how Agentic AI is transforming customer success management by automating low-value tasks and enhancing productivity. She also discusses how they're leveraging their own technology to optimize internal operations and improve client engagements.

**Timestamps:**

0:00 - Preview, BS & Intros

4:20 - Glean's X-factor

8:20 - What is Agentic AI?

12:00 - Goals for 2025

14:30 - Company Culture and Hiring Needs

18:04 - Collaboration between Sales & CS

20:55 - Glean for post-sales

24:00 - Lauren's career path and insights

___________________________

👉 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

Lauren Kennedy:https://www.linkedin.com/in/ldcakennedy/

👉 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 at⁠https://blog.update.ai/⁠

______________________

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.

#updateai #customersuccess #saas #business

Amy Oilman, SVP of Customer Success at Conversica, joins hosts Jon Johnson, Principal CSM, Key Accounts at UserTesting, and Josh Schachter, Co-Founder & CEO at UpdateAI, to share insights from her experience building and leading customer success teams at industry giants like Google and Salesforce. Drawing from her time at these powerhouse companies, she reveals how to create the most effective customer success teams, emphasizing the importance of a well-defined team vision, the core values guiding her teams, and innovative approaches to battling churn and ensuring customer satisfaction.

Timestamps

0:00 – Preview & Intros

4:10 – Priorities for 2025

7:07 – Rules of the Road

8:40 – The #1 Rule of the Road

11:23 – Collaboration with Internal Teams

13:00 – Showing Up with a Point of View & Being Engaged

15:37 – Identifying and Hiring Potential Candidates

17:20 – "The Best in the Universe"

21:37 – Amy's Experience at the CS100 Conference

23:40 – Personal Branding and Growth

___________________________

👉 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

Amy O.: https://www.linkedin.com/in/amy-oilman/

👉 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/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, customer success, customer success team, customer empathy, conversational AI, rules of the road, customer satisfaction, customer retention, customer expansion, Salesforce, Google, customer relationships, CS leader, Conversica, CS priorities, customer experience, retention strategies, customer advocacy, customer insights, collaboration, internal teams, customer empathy, customer journey, customer feedback

______________________

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.

Christine Boremeester, Senior Director of Strategy & Enablement at Deltek, joins Kristi Faltorusso, CCO at ClientSuccess, and Josh Schachter, Co-Founder & CEO of UpdateAI, to share invaluable insights into how Deltek continues to innovate and serve its global customer base.

Tune in to explore Deltek's ambitious initiatives, including the creation of specialized customer success roles and the challenges of standardizing processes across a diverse range of products and customers.

Christine also highlights her team’s excitement and anticipation as they prepare to launch these transformative changes, aimed at elevating customer relationships and driving business growth.

Timestamps

0:00 - Preview & Intros

3:00 - Christine's Career Evolution

4:15 - Formation of the Strategy and Enablement Group

11:00 - Team Structure & Implementation

12: 19 - Hiring Plans & Profiles

13:40 - Expectations from CSMs

17:40 - Diverse challenges due to multiple products and systems

20:51 - Team Sentiment and Engagement

___________________________

👉 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

Christine Boermeester: https://www.linkedin.com/in/christine-boermeester-9315472/

👉 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/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer success management, Customer Success Manager role, Unchurned, customer relationships, Deltek, enterprise software, information solutions, customer care, customer support, customer success, strategy and enablement, digital content management, customer enablement group, customer experience, customer engagement, customer success manager, renewals, digital segment, account management

______________________

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.

#updateai #customersuccess #saas #business

Host Josh Schachter, Co-founder & CEO of UpdateAI engages in a fascinating conversation with Leah Bauman, the Head of Enterprise Product Alignment at monday.com. Josh and Leah delve into the innovative approach that monday.com takes to align customer feedback with product development, highlighting the importance of the voice of the customer in guiding product roadmaps. Leah shares the evolution of her role from a sales background to spearheading a transformative process that bridges the gap between client-facing teams and product development.

She also shares the challenges and successes she faced while prioritizing customer needs. This episode is a must-listen for anyone looking to understand how leading SaaS companies can effectively harness customer feedback to drive innovation and achieve sustained growth.

Timestamps

0:00 - Preview & Intros

4:11 - Leah's role and background

10:40 - Evolution of Voice of the Customer at Monday.com

16:30 - Aligning sales, CS, and product teams

19:20 - Handling Customer Feedback

26:40 - Closing the loop on customer requests

27:45 - Differences in expectations between product and client-facing teams

28:40 - Balancing client requests with product innovation

33:45 - Steps to improve VOC systems

___________________________

👉 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

Leah Bauman: https://www.linkedin.com/in/leah-bauman-670ba615/

👉 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/⁠

________________

Keywords:

How to keep your customers happy, Unchurned podcast, Leah Bauman, UpdateAI, enterprise product alignment, product feedback, product roadmap, client expectations, voice of the customer, product management, SaaS, customer centricity, Monday.com, work management platform, client-facing teams, customer success, sales, customer insights, VOC culture, customer feedback, product innovation, product design, client personas, customer relationship, cross-functional collaboration, hackathon, product features, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics

______________________

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.

#updateai #customersuccess #saas #business

Hosts ⁠⁠Kristi Faltorusso (CCO, ClientSuccess)⁠⁠, ⁠⁠Jon Johnson(Principal CSM, Key Accounts at UserTesting)⁠⁠ & ⁠⁠Josh Schachter (Co-Founder & CEO, UpdateAI) dive into a dynamic conversation to kick off the new year.

Tune in as they share insights on how companies are restructuring compensation models, discuss the trends they’re observing, and reflect on the evolution of customer success and account management and the ongoing merger of these roles.

Timestamps

0:00 - Preview, BS & Intros

5:44 - Are CS leaders transitioning to account management roles?

9:00 - Redesigning compensation models to align CS with revenue activities

14:50 - Problems with current data management practices

25:18 - Predictions for 2025

28:52 - LinkedIn algorithm, AI content, and Social Media Behavior

36:08 - Need for a defined strategy and long-term planning

39:30 - Pressure on CS to demonstrate quick impact and results

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 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/⁠

_____________________________________

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.

#updateai #customersuccess #saas #business

Colin Murphy, SVP & Chief Customer Officer at BMC Software joins Josh Schachter, Co-Founder & CEO at UpdateAI to share insights from his extensive experience in customer success management. Colin & Josh delve into BMC's customer-centric approach to enhance risk mitigation, adoption, and expansion within the company. As we kick off 2025, Colin also reveals the vision for the year ahead, highlighting innovative approaches in leveraging AI technology to improve BMC's customer interactions.

Timestamps

0:00 - Preview

1:00 - Meet Colin Murphy and overview of BMC Software

6:30 - Customer Success at BMC Software

11:35 - Core objectives of CS

13:13 - BMC's Growth Priorities

15:01 - Engagement framework, tracking & adoption reviews

21:30 - Vision and Objectives for 2025

24:40 - Use of AI in CS and Tech Support

___________________________

👉 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

Colin Murphy: https://www.linkedin.com/in/colinmurphy-techoperatingexecutive/

👉 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/⁠

________________

Keywords:

How to keep your customers happy, Customer success management, risk mitigation, adoption maturity, expansion, gross retention rate, GRR, customer engagement, adoption assessment, adoption review, success plan, executive touchpoints, executive customer engagement, customer experience, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, steps in hiring a customer success manager, customer success metrics

______________________

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.

#updateai #customersuccess #saas #business

Emily McIlwain, Director of Customer Success at Exo, joins the hosts ⁠⁠Jon Johnson, Principal CSM at User Testing⁠⁠ , and ⁠⁠Josh Schachter, Co-Founder and CEO at UpdateAI, to chat about the art of building scalable processes in a rapidly growing startup.

Timestamps

0:00 - Preview

1:36 - Josh is engaged

2:50 - Exo- Overview, Products and Mission

15:00 - Importance of process documentation and improvement

17:15 - Challenges of automating processes and maintaining clear communication

20:12 - Setting realistic expectations for new implementations and product shifts

___________________________

👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 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/⁠

_____________________________________

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.

#updateai #customersuccess #saas #business

Margaret Wise, Chief Revenue Officer at ActiveProspect joins ⁠⁠Josh Schachter⁠⁠, Co-Founder & CEO at UpdateAI to chat about streamlining pre-sale, and post-sale operations to focus on customer success and revenue growth.

Timestamps

0:00 - Preview & Intros

1:36 - Overview of ActiveProspect

5:07 - Margaret’s career progression, key learnings and insights

8:12 - Compensation & Incentives to acquire the right customers

12:34 - Implementing smooth transitions between sales and customer success teams

17:50 - Utilization of AI and Technology Enablement

___________________________

👉 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

Margaret Wise: https://www.linkedin.com/in/mgtwise/

👉 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/⁠

________________

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.

#updateai #customersuccess #saas #business

Sam Slevin, Global Senior Vice President Customer Success at AlphaSense joins ⁠⁠Josh Schachter, Founder & CEO of UpdateAI⁠⁠. Sam shares his expertise in aligning with customer needs through strategic onboarding, mapping value over time, and navigating the complexities of global growth. The episode also explores the integration of AlphaSense's recent acquisition and the importance of digital success in reaching diverse personas.

Timestamps

0:00 - Preview & Intros

1:51- Overview of AlphaSense

6:35 - Value is greater than price

8:42 - Onboarding is an experience

9:55 - Aligning services and solutions to customer requirements

14:25 - Acquisition & Integration

19:20 - Tailoring Digital Success approaches based on customer profiles

25:02 - Hiring Alert

___________________________

👉 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

Sam Slevin: https://www.linkedin.com/in/sam-slevin-9b2ba21b/

👉 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/⁠

_____________________________________

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.

#updateai #customersuccess #saas #business

Tatiana Ferreira (CCO, Launchmetrics) joins the hosts ⁠⁠Kristi Faltorusso (CCO, Client Success)⁠⁠, ⁠⁠Jon Johnson (Principal CSM, User Testing)⁠⁠ & ⁠⁠Josh Schachter⁠⁠ (Founder & CEO, UpdateAI). They discuss the complexities of mergers and acquisitions, the shift towards proactive customer outreach, the challenges of communication in multi-CSM models, the emerging role of AI in predicting risk within customer success, the balance between specialized and generalized customer support, and the imperative of clear communication during organizational changes.

Timestamps

0:00 - Preview, BS, Intros

3:50 - Overview of Launchmetrics

9:20 - Aligning motivations & communicating post-merger integration

13:26 - OKRs and employee engagement

15:50 - Mixed roles in CS and professional services

18:27 - Challenges in customer interaction and communication clarity

25:00 - Automation and tech stack

27:35 - Enablement and evolving skill sets for CSMs

30:00 - Need for understanding data and being proactive

___________________________

👉 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

Tatiana Ferreira: https://www.linkedin.com/in/tatianarferreira/

👉 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/⁠

______________________

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.