The [Un]churned podcast brings to you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. With each episode, our hosts and special guests uncover the secrets from top leaders and innovators of companies so that you can advance your own career, and the performance of your customer success team. [Un]churned, and the CS&BS series, are presented by UpdateAI - https://update.ai/
Joshua Schachter is the Founder & CEO of UpdateAI. He is an entrepreneur & product leader with experience building consumer-facing user experiences across multiple platforms, including Desktop, native Mobile, Facebook, and Mobile Web. He has a strong analytic background with a focus on optimizing around funnel conversion, user engagement, LTV, and SEO acquisition.
Jon has spent the last decade of his career building a "Theory of Customer Success". The core belief is that we must never run out of ideas. We must always have another "box" to think outside of. And we must never think the job is "done". Followed closely by the idea that how we measure success is far more impactful than the methods we follow.
He's honed his skills at Microsoft, Invoca, Splash, and UserTesting (He doesn't like to talk about his time at Paypal though) while working closely with Catalyst on their coaching program, as a founding adviser for CS Insider, and teaching cohorts through Pavilions CSM school.
He loves to teach and build strategies for engagement and growth as long as he can wrap them with a healthy dose of humor and absolutely drown them in coffee.
Kristi Faltorusso is a distinguished Customer Success Executive, recognized for her exceptional expertise in building, scaling and transforming CS organizations within high-growth B2B SaaS companies. With a career spanning over 12 years, Kristi has been instrumental in guiding numerous companies through the strategic redefinition of CS, resulting in heightened retention rates, sustained revenue growth, and amplified customer advocacy.
Having held pivotal roles in renowned organizations such as BrightEdge, Sisense, BetterCloud, and IntelliShift, Kristi has consistently demonstrated her leadership prowess in steering CS and Experience teams. Presently, as the CCO at ClientSuccess, a leading provider of CSM solutions, Kristi spearheads CS, Technical Support, and Consulting initiatives. In her current capacity, she continues to drive transformative outcomes, aligning her passion for customer-centric strategies with a commitment to delivering unparalleled value.
Mickey has spent the last 10 years working for public and private SaaS companies across sales, operations, enablement, and Customer Success.
He’s a dedicated lifelong learner and loves uncovering new ways to see and navigate the world with technology. He currently leads Go-to-market at UpdateAI, a ChatGPT powered tool to automate call notes and insights for Customer Success teams through their Zoom integration.
When he’s not learning he’s spending time with his family in Orange County, CA