#updateai #customersuccess #saas #business

Sarah 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.

Topics Discussed

• Meet Sarah Parker & Learn about BetterUp
• How coaching equips leaders to navigate challenges
• Challenges at BetterUp
• High-touch approach for customer success
• Challenges despite a high NPS
• Services offered by BetterUp
• Mindset transition from a service provider to a partner
• Augmenting CSMs & enabling customers as platform owners
• High demand for low-touch models faces resistance
• Articulating worth for maximizing impact
• CSMs are trained to be a superhero
• Transitioning from UiPath to BetterUp was personal

___________________________

👉 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

Sarah Parker: https://www.linkedin.com/in/sarahkparker/

👉 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

👉 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

Michael Goetz, Vice President of Customer Success Strategy at GitHub, joins Josh Schachter, Co-Founder & CEO of UpdateAI, and Kristi Faltorusso, CCO at Client Success, for a candid and insightful conversation that no customer success (CS) professional will want to miss. They discuss GitHub's shift from a focus on "Customer Outcomes" to "Customer Success Strategy" and its impact on operations and goals. Goetz reveals their methods for identifying and tracking meaningful customer business outcomes at scale. The conversation delves into the practicalities of operationalizing outcome-driven work, navigating diverse customer needs, and maintaining engagement amidst rapid product innovation.

Timestamps:

0:00 - Preview & Intros

1:30 - Intentionality Behind Role Titles at GitHub

4:33 - Articulating Measurable, Business-Driven Customer Goals

7:48 - Tracking and Measuring Progress Towards Outcome

13:35 - Differentiation in Approach Across Customer Segments

16:35 - Approaching and Managing Milestones Toward Larger Outcomes

21:05 - Dynamics Between End Users & Economic Buyers

23:41 - Managing Pace and Volume of Change (Especially with AI)

28:20 - Organizational Structure of Michael’s Team

35:00 - Creative Uses of AI Within the Organization

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Michael Goetz: https://www.linkedin.com/in/mpgoetz/

👉 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

👉 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.

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, 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.

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Srikrishnan Ganesan : https://www.linkedin.com/in/srikrishnang/

👉 Connect with host

Josh Schachter: https://www.linkedin.com/in/jschachter/

👉 Sign up for ⁠UpdateAI⁠

👉 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 relationships with their customers. 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

Josh Schachter, Co-Founder & CEO of UpdateAI, sits down with Carly Van Kirk, Head of CS at AngelList. Carly pulls back the curtain on AngelList’s unique approach to supporting emerging and established GPs and shares her journey into this pivotal leadership role amidst rapid company growth and industry transformation. Join us as Carly shares how AngelList is reshaping customer segments, dealing with the challenges of scaling an increasingly complex platform, and balancing high-touch professional services with tech-driven solutions.

Timestamps

0:00 - Preview

1:45 - Overview of AngelList

2:35 - COVID-Era Growth & Rolling Fund at AngelList

4:12 - Carly's Role, Team Structure & Customer Segmentation at AngelList

9:30 - Hunting for a New Job

13:20 - Carly’s Priorities in Her First 180 Days at AngelList

14:45 - Key Challenges and Initiatives Identified

14:45 - Automation, Tooling, and Workflow Inefficiencies

22:43 - Understanding and Improving Time to Value

24:24 - AI’s Current and Future Role in AngelList and CS

27:36 - Customer Success as a Commercial Center

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Carly Van Kirk : https://www.linkedin.com/in/carlyvankirk/

👉 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

⁠In this heartfelt and deeply personal episode, hosts Jon Johnson, Kristi Faltorusso, and Josh Schachter step away from their usual customer success conversations to reflect on life’s heavier moments. The trio opens up about recent challenges—celebrating new beginnings, mourning profound losses, and navigating the ups and downs that come with both work and life.

The episode weaves together stories of hope, growth, grief, and gratitude—reminding listeners that behind every professional journey lies a personal one.

Timestamps

0:00 – Preview, BS, & Intros

3:05 – Jon’s New Job

4:53 – Job Search & Layoffs

7:20 – Advice for Job Seekers in CS

10:05 – Josh’s Story of Personal Loss

16:00 – Life Lessons & Reflections

28:30 – Kristi on Recent Loss at Work (the passing of the CEO’s daughter at ClientSuccess)

34:10 – Closing, Conclave & Final Thoughts

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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/

👉 Links Mentioned in the Episode

- Listen to Jon's Music

- Check out Michael Singer's Podcast

👉 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

Jon, Kristi, and Josh sit down with Mike Haylon, GM of AI at Asana, for a deep dive into AI’s transformative role in business. The episode kicks off with a nostalgic trip down memory lane, revisiting Josh and Mike’s childhood adventures, before pivoting to Asana’s groundbreaking work with AI Studio.

Mike unveils how Asana’s no-code workflow builder is revolutionizing task management and reshaping customer interactions. The conversation explores AI integration challenges, redefined success metrics, and Asana’s go-to-market strategy—all delivered with humor and sharp insights.

Timestamps

0:00 – Preview, Memories & Introduction

6:20 – Mike’s Role at Asana & AI Studio

15:10 – Use Cases of AI Studio

18:06 – AI’s Role in Workflows & Human Elevation

22:16 – Challenges & Future of AI Adoption

28:05 – How AI Simplifies Execution

34:30 – Predictions on the Evolution of AI Tools

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Mike Haylon: https://www.linkedin.com/in/mhaylon/

👉 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

👉 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

Jon Johnson and Josh Schachter sit down with Brett Queener, Managing Director at Bonfire Ventures, to explore the rapidly evolving landscape of software companies in the age of AI. Brett shares his thoughts on the future of SaaS, the importance of speed and innovation, and the critical role of product marketing.

They dive into founders' challenges and anxieties in today’s "change economy," where software evolves at warp speed, and discuss what it takes to build a defensible business amidst ever-growing competition.

Join us as Brett provides insights on how startups can thrive by truly solving customer problems and staying ahead in the AI-driven tech landscape.

Timestamps:

0:00 – Preview, Intros & BS

2:22 – Bonfire & Brett’s Blog: Tales from The Bonfire

6:55 – Predictions & Observations: AI’s Influence on SaaS

13:07 – Running a Software Company Amid Rapid Change

16:33 – Applying Jobs-to-be-Done Framework

17:50 – Innovation Pace vs. Continual Adaptation

24:45 – Product Innovation, Value, and Market Differentiation

28:45 – Investor Perspective and Guidance for Startups

36:38 – Evaluating Startups

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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

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

👉 Connect with the guest

Brett Queener : https://www.linkedin.com/in/brettqueener/

Brett's blog : https://queener.substack.com/p/the-change-economy

👉 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

In this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.

They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.

Timestamps

0:00 - Preview & Intros

2:17 - AI and Customer Success

3:11 - Call summaries and follow-up generation

4:05 - Voice of the Customer (Sentiment Analysis)

5:11 - Predictive Analytics for Churn and Upsell

6:03 - Customer Health Scoring

6:40 - Task Automation and Workflow Orchestration

7:42 - Chatbots and Self-Service AI

8:37 - Personalized Content and Recommendations

10:52 - Sophisticated proactive retention alerts

12:02 - Embedded copilots for AI assistance

13:03 - Multichannel customer orchestration

15:45 - Solution Categories in AI for Customer Success

19:39 - Glossary of Terms Related to AI

___________________________

👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

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/⁠

________________

Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, AI implementation strategist, Customer success innovation, Generative AI, Customer success roles,

Software companies, Conversation intelligence tools, Call summaries, Predictive analytics for churn, Customer health scoring, Task automation,

Risk analytics, Customer feedback, Sentiment AI, Generative AI for content,

Large language models, Embeddings, Vector search, Fine tuning, Retrieval augmented generation, Proactive retention alerts, Multi-signal AI, Embedded co-pilots, Digital customer success

______________________

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.