Best Josh Schachter UpdateAI Podcasts (2025)

1
LIfe, Loss & Lessons: Unchurned BTS 36:21

6d ago36:21

36:21

#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 naviga…

1
Reinventing the Future of Work With AI-Powered Workflows 37:56

13d ago37:56

37:56

#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 u…

1
How to Thrive in the Change Economy in the Age of AI ft. Brett Queener (Bonfire Ventures) 44:23

20d ago44:23

44:23

#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 mark…

1
How can AI as a strategic partner transform CS from reactive to proactive? 22:25

27d ago22:25

22:25

#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, Jam…

1
Defining the CS Playbook Philosophy to Balance - Guidance and Governance ft. Caitlin Wood (ZeroFox) 35:04

1M ago35:04

35:04

Caitlin Wood, Chief Customer Officer at ZeroFox, joins hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠, and ⁠⁠Josh Schachter⁠⁠. They discuss the intricacies of customer success in the cybersecurity industry, along with her unique insights into the challenges and triumphs of leading a customer success organization—especially in the realm of cybersecuri…

1
How to Scale Customer Success Beyond the Comfort Zone? ft. Kelly McGuire (Everstage) 28:24

1M ago28:24

28:24

#updateai #customersuccess #saas #business Kelly McGuire, Vice President of Customer Success at Everstage, joins hosts Jon Johnson and Josh Schachter (Co-Founder & CEO of UpdateAI). They dive into how Everstage is disrupting the market, driving outcomes for its clients, and empowering a range of roles—from sales operations to account managers. Kell…

1
How to Build a Customer-Centric Culture ft. Rimple Patel (Eightfold.ai) 35:03

2M ago35:03

35:03

#updateai #customersuccess #saas #business Rimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in …

1
How CS Teams Can Build Trust and Secure Buy-In to Grow and Scale Customer Success ft. Lawrence Waldman (GLMX) 42:22

2M ago42:22

42:22

#updateai #customersuccess #saas #business Lawrence Waldman, who recently stepped into a new role as Global Head of Client Experience at GLMX, shares insights from his initial hundred days at the company. He opens up about navigating change and scaling operations in a rapidly growing space while also spotlighting his team's strong customer relation…

1
Redefining Customer Experience with Empathic AI ft. Andrei Negrau & Chad Horenfeldt (Siena AI) 31:45

2M ago31:45

31:45

#updateai #customersuccess #saas #business Andrei Negrau, CEO of Siena AI, and Chad Horenfeldt, VP of CS at Siena AI, join Jenny Calvert and Josh Schachter to discuss the intricacies of maintaining brand voice integrity in AI-driven interactions, the company's strategic focus on net dollar retention, and the unique challenges and opportunities of A…

1
Navigating Mergers and Leading Through Change ft. Bonnye Hart 27:27

2M ago27:27

27:27

#updateai #customersuccess #saas #business Join Josh Schachter (Founder & CEO, UpdateAI), Kristi Faltorusso (CCO, ClientSuccess), and Jon Johnson (Principal CSM Enterprise, UserTesting) as they discuss the recent merger between Opexus and Casepoint with Bonnye Hart, Chief Customer Officer. Discover how these twin powers under the Thoma Bravo banner…

1
How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica) 27:51

3M ago27:51

27:51

#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 …

1
Enabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek) 22:45

3M ago22:45

22:45

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 o…

1
How to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com) 35:50

3M ago35:50

35:50

#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 impo…

1
Redefining Compensation to Better Align CS Roles with Revenue Goals 46:59

3M ago46:59

46:59

#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, dis…

1
Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software) 27:25

3M ago27:25

27:25

#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 th…

1
Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo) 27:03

4M ago27:03

27:03

#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 2:5…

1
Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect) 20:13

4M ago20:13

20:13

#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…

1
Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense) 26:17

4M ago26:17

26:17

#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 exp…

1
Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics) 37:34

5M ago37:34

37:34

#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 chal…

1
The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter) 42:49

5M ago42:49

42:49

#updateai #customersuccess #saas #business Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on …

1
Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar) 38:13

5M ago38:13

38:13

#updateai #customersuccess #saas #businessHosts Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) sit down with Brian Hansen (Director of CS, Aurora Solar) to discuss how Aurora Solar is reinventing its approach by aligning product usage metrics with sales and customer success efforts. They are adopting a long-ter…

1
Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold) 23:59

5M ago23:59

23:59

#updateai #customersuccess #saas #business In this special installment of the revenue series of the Unchurned Podcast, we're thrilled to have Micki Howl (Chief Revenue Officer, Marigold) join Josh Schachter (Founder & CEO, UpdateAI) to shed light on the connection between sales and post-sales, and the critical role customer feedback plays in drivin…

1
Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure) 32:10

5M ago32:10

32:10

#updateai #customersuccess #saas #business Rachel Orston, Chief Customer Officer at Instructure joins the hosts ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss her strategic approach to aligning customer success with sales and revenue goals, the challenges of transitioning to a variable compensation model, and how Instructure fosters a culture of c…

1
Can Lean Teams Navigate Their Customers to Achieve BIG Impact? ft. Aanal Patel (Crunchbase) 30:32

5M ago30:32

30:32

#updateai #customersuccess #saas #business Aanal Patel, Senior Director of Customer Success at Crunchbase joins the hosts ⁠⁠⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠ to discuss how she and her team navigated a significant downsizing in July 2023, cutting half of their Customer Success team while maintaining top-tier service for their users. She also she…

1
Leveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel) 21:32

6M ago21:32

21:32

#updateai #customersuccess #saas #business Paul Staelin, CCO at Vercel joins ⁠⁠Josh Schachter⁠⁠, CEO & Founder of UpdateAI to share the strategic structures and priorities behind ensuring stellar customer success and engagement at Vercel, emphasizing the powerful role of AI in forecasting and managing customer support needs. Timestamps 0:00 - Previ…

1
How You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend) 32:25

6M ago32:25

32:25

#updateai #customersuccess #saas #business In this episode, Josh Schachter, Founder & CEO of UpdateAI sits down with Rohan Shah, the Chief Revenue Officer and Co-founder of Extend to discuss the importance of understanding and addressing customer pain points to generate revenue and create value. We also look at how Rohan assembled a personal advise…

1
Can Sales & CS Team Up to Take Customers to Success? ft. Nicole Guarino 33:18

6M ago33:18

33:18

#updateai #customersuccess #saas #business Nicole Guarino, the Director of Customer Success at Cambridge Mobile Telematics (CMT) joins hosts Jon Johnson, Principal CSM (Key Accounts) at UserTesting, and Josh Schachter, Founder & CEO of UpdateAI, to discuss the pivotal roles of sales and customer success in driving business expansion. Nicole sheds l…

1
How Crucial Are CSMs in Empowering Sales Success? ft. Brian Weinberger (CRO, Sisense) 26:52

6M ago26:52

26:52

#updateai #customersuccess #saas #business Brian Weinberger, CRO at Sisense, joins the host, Josh Schachter, Founder and CEO at UpdateAI, to discuss the gap between sales and post-sales with actionable insights and lessons from his experience. He also shares insights into his dual focus on sales and customer success and emphasizes the importance of…

1
The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health) 27:51

6M ago27:51

27:51

#updateai #customersuccess #saas #business Rachel Tsui, Head of CS at Komodo Health, joins hosts Jon Johnson, and Josh Schachter to gear up for Halloween with a light-hearted discussion about costumes and candy choices before diving deep into the intricacies of customer success. Rachel highlights the innovative use of healthcare data to identify pa…

1
Mastering Customer Relationships and Peanut Butter Cups ft. Reanna Dempsey (Unanet) 38:54

6M ago38:54

38:54

#updateai #customersuccess #saas #business Reanna Dempsey, VP of CS at Unanet, joins our hosts, Josh Schachter, Jon Johnson, and Kristi Faltorusso, to explore how executive engagement, data management, and product adaptability have led to improved client retention rates. They also discuss her innovative approaches, including multithreading customer…

1
How to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam) 44:45

7M ago44:45

44:45

#updateai #customersuccess #saas #business Josh Schachter (UpdateAI) and Kristi Faltorusso (ClientSuccess) are joined by Andrew Gaer, Senior Director of Customer Success, and Sean Andrews, VP of Global Customer Success at Bluebeam. In this episode, they explore Bluebeam's journey transitioning from a desktop application to a cloud-based SaaS model,…

1
Are CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman 45:58

7M ago45:58

45:58

#updateai #customersuccess #saas #business This week Jon Johnson (UserTesting) & Josh Schachter (UpdateAI) are joined by Parul Bhandari (CustomerXSuccess), Lawrence Waldman (Exegy), and Jenny Calvert to advocate for a proactive, strategic approach to customer management. Throughout this conversation, our guests highlight the importance of internal …

1
How Can CSMs Manage Interruptions & Predict Customer Risk? ft. Arit Nsemo (Searchspring) 39:23

7M ago39:23

39:23

#updateai #customersuccess #saas #business In this podcast episode, Arit Nsemo (Senior Director of Customer Success at SearchSpring) joins hosts Josh Schachter (Founder & CEO, UpdateAI) and Kristi Faltorusso (CCO, Client Success) to share how she navigates the challenges of proactive customer risk management and managing interruptions to boost prod…

1
How to Recognize and Leverage the Moments that Matter ft. Daniel Silverstein (Carta) 44:56

7M ago44:56

44:56

He also shares Carta’s strategies for predicting customer churn through data analysis, the challenges of maintaining effective prediction models, and the shift toward actionable data triggers. Daniel discusses the importance of customer education via webinars, training programs, and video tutorials, alongside strategies for navigating market condit…

1
How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer) 52:04

8M ago52:04

52:04

#updateai #customersuccess #saas #business Jon Johnson, Josh Schachter, and Kristi Faltorusso sit down with Ziv Peled, the Chief Customer Officer at AppsFlyer. Ziv shares his valuable insights on managing customer relationships, the impact of AI on customer success, and the crucial role of human touch in building strong connections. Ziv explains ho…

1
Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures) 46:02

9M ago46:02

46:02

#updateai #customersuccess #saas #business Brett Queener, Managing Director at Bonfire Ventures joins Kristi Faltorusso & Josh Schachter to shed light on the challenges faced by startups, the significance of customer success, and the transformative impact of AI in the industry. Brett shares insights from his extensive experience being on 15 boards,…

1
How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai) 44:53

9M ago44:53

44:53

#updateai #customersuccess #saas #business Brent Grimes, Founder and CEO at Reef.ai joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. Brent shares insights on outcome-based scoring for customer health and the power of leveraging data for predictive modeling in customer success. They also discussed the potential future con…

1
Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi) 55:09

9M ago55:09

55:09

#updateai #customersuccess #saas #business Hosts Kristi Faltorusso, Jon Johnson and Josh Schachter are joined by Julio Franco, Chief Customer Officer of Zappi. They discuss the hurdles of educating customers on best customer success practices, the struggle to invest in customer education and consulting services, and the need for systematizing and r…

1
Dating, CS & Banter ft. Ben Winn (FirstMark) 42:05

10M ago42:05

42:05

#updateai #customersuccess #saas #business Ben Winn, Director of Community at FirstMark, joins Kristi Faltorusso & Josh Schachter to explore the dynamic landscape of venture capital, AI in customer success, and the challenges faced by early-stage companies. They also banter about their grades, dating apps, and much more. Timestamps 0:00 - Preview, …

1
Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast) 51:22

10M ago51:22

51:22

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Int…

1
Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk 44:19

10M ago44:19

44:19

#updateai #customersuccess #saas #business Customer success leader, Paulina Staszuk joins hosts Jon Johnson and Josh Schachter to delve into the critical importance of a structured onboarding process for new employees and its impact on successful customer relationships. They also share humorous banter and insights about creating a positive employee…

1
Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER) 50:53

10M ago50:53

50:53

#updateai #customersuccess #saas #business Customer success roles fall short of true value creation. The industry has inadvertently boxed itself into creating safe, activity-based roles rather than ones driven by tangible outcomes and accountability. It's time to rethink and reinvent the essence of customer success. Aaron Thompson, CRO, SuccessHACK…

1
Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft) 47:47

11M ago47:47

47:47

#updateai #customersuccess #saas #business Sam Loveland, Chief Customer Officer at SalesLoft, joins Jon Johnson, User Testing and Michael Forney, VP of CS at Responsive to delve into the intersection of AI and customer success. From leveraging generative AI to the challenges of managing multiple AI tools, the conversation unravels key insights and …

1
Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory) 47:19

11M ago47:19

47:19

#updateai #customersuccess #saas #business Alok Sharma, CEO of Funnel Story AI, joins Josh Schachter, Founder & CEO of UpdateAI, and Jon Johnson, Principal CSM of UserTesting, to discuss the strategic role of CSMs in using technology to drive business outcomes. With a blend of humor, insightful discussions, and practical takeaways, Alok shares his …

1
Using Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik) 29:25

11M ago29:25

29:25

In this unchurned conversation, Nikola Mijic, the Founder of Matik joins Josh Schachter. Both of them dive into how Nikola got into the world of CS, and his experience working at LinkedIn and also discuss: 0:00 - Meet Nick & how health scores help predict customer churn risk 7:00 - Working at LinkedIn inspired Nick's startup journey 13:03 - Nick's …

1
CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners) 47:57

11M ago47:57

47:57

#updateai #customersuccess #saas #business John Gleeson, the founder of Success Venture Partners joins Josh Schachter, founder of UpdateAI to share his startup investment thesis, the need to deeply understand customers and the potential for software to enter underserved spaces. The conversation also delves into the future of technology, job prospec…

1
How to Gain Control of Your Customers and Win Trust ft. Damien Howley 23:45

12M ago23:45

23:45

Josh Schachter sits down with Damien Howley, author of "Control Your Customer: A Guidebook for Customer Success Managers". Damien explains the concept of "controlling your customer", the STO framework for segmenting customer contacts, the importance of celebrating every win, and the value of quantifying the customer's gain from a product. Timestamp…

1
Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta 28:53

12M ago28:53

28:53

Customer success icon Nick Mehta, CEO of Gainsight, joins our hosts Kristi Faltorusso, Jon Johnson, & Josh Schachter for a candid conversation packed with insights on the evolving CS landscape. From a sneak peek at Pulse 2024 to the future of AI in CS, Nick brings his trademark wit along with wisdom on key trends like:- The changing job market and …

1
Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona) 35:48

12M ago35:48

35:48

Emily Lockhart, VP of Customer Success at Percona, joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, & ⁠⁠Josh Schachter⁠⁠. They discuss the importance of value delivery in partnerships, building proactive customer relationships, utilizing AI and technology to enhance efficiency, and automating playbooks, hiring for CS roles. Kristi also explains the differenc…

1
Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst) 51:22

1y ago51:22

51:22

Seth Terbeek, VP of Customer Transformation at DrFirst joins Josh Schachter & Jon Johnson to emphasize the- Importance of journey mapping and scaling - Challenges around value creation and management - Necessity of proving the value of your CS department - Importance of open-ended questions when interacting with customersSeth emphasizes failing for…

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Josh Schachter UpdateAI Podcasts

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