___________________________

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠⁠.

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.

 Jonathan Corbin, former Global Vice President of Customer Success & Strategy at HubSpot joins Josh to have an unchurned conversation about 

“Providing customers a delightful experience is deliberate, it doesn’t happen by accident. A lot of people say, - We are going to create a CS team and they are going to solve all the problems. That’s NOT true." - Jonathan Corbin

Timestamps

0:00- Preview & Intro

2:30 - HubSpot, as a holistic solution for GTM teams

4:27 - Fostering relations with customers across different segments

11:00 - Maintaining company culture

17:00 - Using Hubspot internally

19:00 - Aligning teams cross-functionally

#updateai #customersuccess #saas #business

___________________________

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠⁠.

#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 COVID on their clients in the restaurant industry. Kris delves into the company's unique approach to client engagement and cost management, and the exciting new addition to Restaurant365- Mickey Powell.

Timestamps

0:00 - Preview

1:20 - Josh forgets to record, Mickey joins Restaurant365

7:32 - Meet Kris

8:49 - Is having CS report to the CRO a good idea?

11:22 - Commisioning CSMs for retentions and upsells

14:14 - What does a CS Ops analyst do?

18:35 - Managing a team of 260 CSMs

21:10 - Ensuring customer enablement and engagement

25:00 - Kris rehired and outsourced work to former employees during Covid-19

30:05 - How does this outsourcing work at Restaurant365?

32:20 - Focus on Minimizing Customer Turnover and Payroll

35:00 - AI in CS

38:50 - Benchmarking customers against their competitors

42:00 - Closing

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠⁠.

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 - Making the customer a success

9:00 - Articulating the value of the product to customers

13:50 - Planning customer success, measuring and assessing data

16:45 - Collecting customer data to create solid foundations

18:35 - How to use AI for customer insights & recommendations

23:15 - Best conversations for customers' success & technical success

25:40 - How to build a scalable customer success process for small businesses?

30:15 - CS This or That

32:14 - CSMs spent 33% of their time on preparing and follow-ups

36:05 - How can CSMs track and enforce product adoption?

39:50 - The future of CS

44:25 - Closing

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👉 Connect with hosts

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠⁠,  ⁠⁠⁠⁠⁠Google⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠ Totango⁠⁠⁠⁠⁠,⁠⁠⁠⁠⁠  Zoura⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Workday⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Zendesk⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Braze⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠BMC Software⁠⁠⁠⁠⁠, ⁠⁠⁠⁠⁠Monday.com⁠⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠⁠ and ⁠⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠⁠.

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 evolving business needs using digital CS.

Timestamps

0:00 - Preview

1:22 - BS & Intros

3:22 - Meet Jill

4:50 - Merger of Totango & Catalyst

5:55 - Josh pokes fun at Jon

7:53 - Do less, better together

11:53 - Communicating customer requirements to the product team

14:55 - One-to-many high tough digital CS

16:45 - Technical investigations team saves CSMs from burnouts

21:21 - Here's what CSMs need to focus on

23:30 - Meeting customers in-person

32:15 - Rotating leaders to understand customer needs better

35:43 - Benefits of having a support leader doing customer education

39:30 - Jill's experience executing the rotation

45:17 - Closing

___________________________

👉 Connect with hosts

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠, ⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠, ⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠,⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠,  ⁠⁠⁠⁠Google⁠⁠⁠⁠, ⁠⁠⁠⁠ Totango⁠⁠⁠⁠,⁠⁠⁠⁠  Zoura⁠⁠⁠⁠, ⁠⁠⁠⁠Workday⁠⁠⁠⁠, ⁠⁠⁠⁠Zendesk⁠⁠⁠⁠, ⁠⁠⁠⁠Braze⁠⁠⁠⁠, ⁠⁠⁠⁠BMC Software⁠⁠⁠⁠, ⁠⁠⁠⁠Monday.com⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠ and ⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠.

#updateai #customersuccess #saas #business

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠, ⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠, ⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠,⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠Cloudflare⁠⁠⁠,  ⁠⁠⁠Google⁠⁠⁠, ⁠⁠⁠ Totango⁠⁠⁠,⁠⁠⁠  Zoura⁠⁠⁠, ⁠⁠⁠Workday⁠⁠⁠, ⁠⁠⁠Zendesk⁠⁠⁠, ⁠⁠⁠Braze⁠⁠⁠, ⁠⁠⁠BMC Software⁠⁠⁠, ⁠⁠⁠Monday.com⁠⁠⁠, and best-selling authors like ⁠⁠⁠Geoffrey Moore⁠⁠⁠ and ⁠⁠⁠Kelly Leonard⁠⁠⁠.

Unchurned is presented by UpdateAI

Timestamps

0:00 - Preview

1:17 - Weekend Highlights & Intros

4:46 - Tech landscape in Atlanta

7:03 - Popmenu

9:45 - Listening Strategy & Customer Feedback

11:55 - Kristi's obsession with consultants

13:10 - Consulting mindset for problem-solving and success

17:00 - 3 skills Carie picked up from her time in consulting

19:05 - Feedback on customer requests vs. software innovation

21:50 - Balancing leadership and contact with individual contributors & customers

24:55 - Setting up governance models

26:50 - Gaining insights from skip-level meetings

28:22 - Dealing with the conflicting perspectives of employees and customers

29:50 - Why Salesforce did not choose to dominate the CS industry - Running Customer Success from Salesforce

34:50 - Kristi's She's So Suite Podcast

39:20 - Forming a CS team to manage your customer base

43:35 - Customer Success Roles and Responsibilities

45:00 - The interplay between Account Managers and Customer Success Managers

47:00 - Closing

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠⁠Nick Mehta (GainSight)⁠⁠, ⁠⁠Mike Molinet (Branch)⁠⁠, ⁠⁠Edward Chiu (Catalyst)⁠⁠,⁠⁠ Kristi Faltorusso (Client Success)⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠Cloudflare⁠⁠,  ⁠⁠Google⁠⁠, ⁠⁠ Totango⁠⁠,⁠⁠  Zoura⁠⁠, ⁠⁠Workday⁠⁠, ⁠⁠Zendesk⁠⁠, ⁠⁠Braze⁠⁠, ⁠⁠BMC Software⁠⁠, ⁠⁠Monday.com⁠⁠, and best-selling authors like ⁠⁠Geoffrey Moore⁠⁠ and ⁠⁠Kelly Leonard⁠⁠.

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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.

Arbor Education: https://arbor-education.com/

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include ⁠Nick Mehta (GainSight)⁠, ⁠Mike Molinet (Branch)⁠, ⁠Edward Chiu (Catalyst)⁠,⁠ Kristi Faltorusso (Client Success)⁠, and customer success leaders and CCOs from top companies like  ⁠Cloudflare⁠,  ⁠Google⁠, ⁠ Totango⁠,⁠  Zoura⁠, ⁠Workday⁠, ⁠Zendesk⁠, ⁠Braze⁠, ⁠BMC Software⁠, ⁠Monday.com⁠, and best-selling authors like ⁠Geoffrey Moore⁠ and ⁠Kelly Leonard⁠.

________________

👉 Check out the most loved episodes

👉 Past guests on The Unchurned Podcast include Nick Mehta (GainSight), Mike Molinet (Branch), Edward Chiu (Catalyst), Kristi Faltorusso (Client Success), and customer success leaders and CCOs from top companies like Cloudflare, Google, Totango, Zoura, Workday, Zendesk, Braze, BMC Software, Monday.com, and best-selling authors like Geoffrey Moore and Kelly Leonard.

#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 - Meet our hosts

1:48 - Meet Ryan Seams

4:50 - Dissecting the title - "Head of Customer Success"

6:06 - Ryan's Wall of "You Are Here" Starbucks mugs

15:01 - What does Assembly AI do?

18:50 - The hunger to embrace chaos for growth

22:33 - CSMs as strategic partners to drive value

25:31 - How to avoid customer success from becoming customer support?

26:46 - Meet your customers where they are at

32:55 - Allocating time on the tasks that matter

37:20 - Customer success needs different skills at different organizations

40:45 - Importance of using consistent customer segmentation in your organizations

43:00 - AI's indeterminacy challenges customer success

45:05 - Learning & contributing to CS

47:45 - Closing

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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

Ryan Seams: https://www.linkedin.com/in/ryanseams/

👉 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/

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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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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.

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