#updateai #customersuccess #saas #business

Join host Josh Schachter, Co-Founder & CEO of UpdateAI, as he sits down with Cait Keohane, the Chief Customer Officer of Airtable, to explore the art of scaling world-class post-sale experiences. Cait shares her incredible journey from being one of the early employees at Zendesk and helping grow the company into a multibillion-dollar powerhouse, to stepping into her new leadership role at Airtable. Together, they explore what it takes to build robust customer management systems from the ground up, the importance of listening directly to customers, and how organizations can balance high-touch service with operational efficiency.

Timestamps

00:00 – Preview, Meet Cait Keohane & Learn About Airtable

01:30 – Cait's Journey at Zendesk

03:15 – Building Customer Success and Account Management at Zendesk

07:50 – Joining Airtable as CCO

08:50 – First 90 Days at Airtable: Priorities and Execution

13:10 – Feedback and Voice of Customer Mechanisms

15:00 – Renewal Management and Risk Mitigation

19:38 – Delivering Personalized Experiences at Scale

21:50 – Platform Complexity and Change Management

24:50 – The Role of MVP Users and Power Builders in Scaling

26:51 – Closing Thoughts and Future Outlook

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👉 Follow the podcast

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

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

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

👉 Connect with the guest

Cait Keohane: https://www.linkedin.com/in/caitkeohane/

👉 Connect with hosts

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/⁠

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, hiring tips for customer success, customer success metrics, Customer success strategies for SaaS companies, Building a customer-centric culture in tech, Scaling customer success teams effectively, Customer feedback integration in product strategy, Airtable's approach to customer success and retention, Airtable customer insights, Customer journey mapping, Product strategy feedback

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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.

#updateai #customersuccess #saas #business

Welcome back to Unchurned! In this very special annual tradition, host Josh Schachter, CEO of UpdateAI sits down with Nick Mehta, the ever-energetic CEO of Gainsight, for a deep dive into all things Pulse 2025 - Gainsight’s CS conference, which this year is bringing its signature blend of learning and community to Las Vegas. Josh and Nick reminisce about Pulse’s humble beginnings, reflect on the journey from a simple luncheon to a high-octane Vegas affair, and tease this year’s theme (wardrobe predictions included!).

You’ll also get an exclusive inside look at Gainsight, with Nick sharing candid insights about new faces on the leadership team, the integration of exciting new products like Staircase, ModerateKit, and Skilljar, and how the company is weaving AI into both its offerings and internal processes. The conversation is equal parts fun and insightful, filled with plenty of laughs and a motivating message for customer success pros to embrace innovation and lean into the future.

Timestamps

0:00 - Preview & Introductions

1:25 - Pulse Conference in Las Vegas

8:36 - Reflections on New & Evolving Leadership

15:23 - Recent Innovations & Acquisitions

24:10 - Operational Shifts and AI Integration

30:12 - Looking Ahead & Closing Thoughts

___________________________

👉 Follow the podcast

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

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

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

👉 Connect with the guest

Nick Mehta: https://www.linkedin.com/in/nickmehta

👉 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

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.