#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 - Preview & Intros

9:00 - Strive for efficiency and effective customer retention

11:15 - Tactics and Strategies for Net Dollar Retention (NDR)

13:10 - Implementing Executive Business Reviews, not Quarterly Business Reviews

15:15 - AI integration in customer support

17:35 - Solutions evolve; enterprise software is often a demo.

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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

Paul Staelin: https://www.linkedin.com/in/paulstaelin/

👉 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, Unchurned, podcast, Josh Schachter, Paul Staelin, Vercel, chief customer officer, customer success, product led growth.

______________________

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, 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 adviser network to stay updated on industry trends and build a knowledgeable team. He emphasizes hiring motivated individuals, fostering a diverse team with complementary skills, and creating a strong company culture that adapts to remote and hybrid work environments.

Timestamps

0:00 - Preview & Intros

7:13 - Understanding customer needs and delivering value

15:15 - Managing growth through culture and employee motivation

21:20 - Managing post-sales success as a CRO

24:26 - Communication gap between teams

29:07 - Gathering the voice of the customer

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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

Rohan Shah: https://www.linkedin.com/in/rohanshah8/

👉 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, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, customer needs, generate revenue, customer pain points, delivering value, end consumers, UpdateAI, CS teams, knowledge management, managing employees, leadership, remote work, hybrid work environment, relationship building, customer trust, customer service, consumption-based revenue model

______________________

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

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 light on her transition from sales to customer success, sharing the challenges and insights she’s gathered along the way.

Timestamps

0:00 - Preview, BS, distracted driving & intros

14:10 - Nicole shares her company's goals & hurdles

20:25 - KPIs for CSMs

23:00 - Should CS offer support for renewals?

26:05 - Focusing on net new revenue & current revenue

29:20 - We are all revenue, we are all gonna win

30:05 - CS & Sales collaboration

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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

Nicole Guarino: https://www.linkedin.com/in/nicole-guarino-15a6468/

👉 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, Product growth, Sales-driven model, Usage-driven model, Customer engagement, Product-led growth, Sales-led growth, Revenue alignment, Net revenue, Customer success, Renewal expansion, Revenue goals, Enterprise client relationships, Telematics, Distracted driving, Safe driving habits, Technical account management, Usage-based insurance, Cambridge Mobile Telematics.

______________________

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

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 creating long-term customer relationships.

How Crucial Are CSMs in Empowering Sales Success?

Timestamps

0:00 - Preview

0:40 - Meet Brian Weinberger, CRO at Sisense

9:00 - Breaking down silos between sales and CS teams

11:07 - Brian's transition to CRO

12:28 - Land with a plan

16:30 - Role of CS as a champion for the customer

18:25 - Challenges and solutions in integrating sales and CS

24:46 - AI as an Enablement Tool

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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

Brian Weinberger: https://www.linkedin.com/in/brianweinberger/

👉 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

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 patient trends and enhance service delivery. The conversation explores how Komodo's customer success team navigates post-sales processes, strategically collaborates with account management, and the essential role of data-driven decisions. Jon and Rachel also delve into career growth challenges, touching on the balancing act of flat organization structures, professional development, and the evolving expectations of newer workforce generations. Join us for a captivating journey through customer success strategies, organizational dynamics, and how they shape the future of innovation at Komodo Health.

Timestamps

0:00 - Preview, Halloween & Intros

7:30 - Customer Success at Komodo Health

10:28 - KPIs for customer success at Komodo

12:00 - Plans and Priorities for the Q4

13:22 - Focusing on separating support from CS activities

16:03 - Managing expectations around promotions

20:06 - Navigating career growth

23:50 - Cross-functional Collaboration and Tools for knowledge sharing

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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

Rachel Tsui: https://www.linkedin.com/in/racheltsui

👉 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, healthcare map, health data, AI, big data, Komodo Health, customer success, net dollar retention, CSM, customer engagement, healthcare platform, data platform, CS team, account management, product utilization, strategic initiatives, executive relationships, customer influence, renewal rate, Gainsight, CRM, AMs (Account Managers), team structure.

______________________

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

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 interactions. Reanna emphasizes the critical role of persistence and strategic involvement from internal executives to connect with key stakeholders, while also adding a lighter note, on enjoying Reese's pumpkins. Plus, we'll touch on the unexpected challenges Customer Success Managers (CSMs) face in securing CEO attention and provide actionable strategies for building long-term executive relationships.

Timestamps

0:00 - Preview, BS & Intros

8:53 - Stepping in to level up CS initiatives

12:29 - Customer feedback & internal data

15:40 - Service Levels for different customers

18:40 - Ongoing process of cultivating successful business partnerships

22:20 - Difficulties CSMs face in getting CEO attention

25:20 - Strategies to get the executive buy-in to facilitate customer interactions

28:10 - Importance of multithreading approach

29:00 - Setting realistic expectations for executive relationship-building

31:27 - Communicating the importance of tracking & maintaining data

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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 Reanna Dempsey : https://www.linkedin.com/in/reanna-dempsey-9402076/

👉 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, Unanet, CRM solutions for project-based businesses, Customer success strategies, Team growth in customer success, Transforming customer success roles, Stakeholder engagement ratings, Quarterly and annual executive engagements, Data accessibility challenges, Product certification gaps, Customer feedback in product offerings, Customer Success Managers (CSMs), Executive buy-in, client touchpoints.

______________________

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

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, focusing on the intricate details of customer success, internal team support, and transition challenges. They also discuss how Bluebeam leverages AI to enhance product functionalities while minimizing user disruptions and delve into the dynamics of community engagement and feedback for better customer satisfaction.

Plus, there’s a sprinkle of light-hearted banter and a playful detour into the world of fast food!

Timestamps

0:00 - Preview, Intros & Del Taco

7:30 - Transition from desktop applications to SaaS

10:30 - Challenges and Successes of Transitioning into a SaaS model

18:15 - Approach to Customer Enablement & CS

25:23 - Measuring and analyzing KPIs for customer success

35:20 - For your customers -- You are an expert on your product

38:50 - AI Integration and Product Enhancements

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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

Andrew Gaer: https://www.linkedin.com/in/andrewgaer/

Sean Andrews: https://www.linkedin.com/in/smandrews/

👉 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, Bluebeam, SaaS, Desktop Applications, Cloud Services, Customer Success Approach, AI Integration, AI Operational Efficiency, Product Enhancements via AI, AI User Experience, Customer Transition Management, Customer Feedback, Customer Delight Index, Product Loyalty, SaaS Model Visibility, Community Engagement, Educational Resources for customers

______________________

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.