#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 are navigating change, professional growth, and customer success. From strategic partnerships to expanding adoption, this episode is packed with engaging conversations and expert insights.

Timestamps

0:00 - Preview, BS & Intros

2:49 - Thoma Bravo and merger discussion

6:04 - Team dynamics post-merger

8:00 - Introduction to Opexus and Casepoint

11:53 - The curiosity post-merger and job security

14:43 - Engagement models and customer-centricity

22:17 - Bonnye's strategy & approach to CS

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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

Bonnye Hart:https://www.linkedin.com/in/bonnye/

👉 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/⁠

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, Opexus and Casepoint merger, Thoma Bravo, merger, customer success, Vista private equity, GovDelivery, private equity investment, product adoption, customer engagement, customer services qualified leads, customer journey, customer satisfaction, sales interlock, , customer centricity, change management, organizational merger, customer experience

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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

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

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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

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

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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

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.