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Artwork for [Un]Churned – The No. 1 Podcast for Customer Retention

[Un]Churned – The No. 1 Podcast for Customer Retention

Gainsight
Customer Success
Customer Experience
Customer Success Management
SAAS
Venture Capital
Outcome-Based Scoring
Upselling
Account Management
Pulse 2024
Percona
Technical Account Managers
Renewals
Open Source Database Software
AI and Automation
Customer Relationships
Matik
Data Analysis
Employee Onboarding
Communication Strategies
Automation In Customer Success

Retention is the new growth & AI is rewriting the rules. Hosted by Josh Schachter, SVP of Atlas at Gainsight, [Un]Churned—the No. 1 podcast for retention and Customer Success leaders—features real talk with the sharpest minds in the Customer Success space. We dig into how teams are scaling smarter, activating AI agents, and redesigning the customer journey for lasting impact. If you're experimenti... more

PublishesWeeklyEpisodes165Founded3 years ago
Number of ListenersCategory
Business

Listen to this Podcast

Artwork for [Un]Churned – The No. 1 Podcast for Customer Retention

Latest Episodes

The best product leaders don't start in product—they start in customer success.

Nick Mehta, former Gainsight CEO, sits down with PathFactory’s CPO & CCO, Venk Chandran, who built his product career from the ground up in CS. Venk reveals why working ... more

How do you manage 100,000+ renewals or scale AI across thousands of CSMs? CS leaders share how they're tackling their biggest challenges and using technology to drive retention, adoption, and efficiency.

In this episode of the [Un]churned Podcast, J... more

"How Agentic AI Is Replacing Subscription Revenue"

Chuck Ganapathi, the CEO of Gainsight & Brett Queener, Managing Director at Bonfire Ventures, who previously ran product at Salesforce and helped destroy Siebel, the company where he and Chuck first... more

How Human-Centric AI Frees CSMs for Strategic Work at BMC

Leading customer success at a global scale is never easy—especially after a company split. For Sofia Barbosa, this meant steering a leaner team while still supporting hundreds of BMC products... more

Key Facts

Accepts Guests
Accepts Sponsors
Contact Information
Podcast Host
Number of Listeners
Find out how many people listen to this podcast per episode and each month.

Recent Guests

Sofia Barbosa
Chief Customer Officer at BMC Software
BMC Software
Episode: How BMC's CCO Built AI Agents That Triple Productivity ft. Sofia Barbosa (BMC Software)
Jeffrey Bussgang
Co-founder at Flybridge Capital Partners, lecturer at Harvard Business School, author of The Experimentation Machine
Flybridge Capital Partners
Episode: How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145
Teresa Anania
Chief Customer Officer at Sophos, focused on leveraging AI to enhance customer experience.
Sophos
Episode: How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145
Cait Keohane
Chief Customer Officer of Airtable
Airtable
Episode: How to Turn Insights into Company Strategy ft. Cait Keohane
Sarah Parker
Senior Vice President of Global Customer Success at BetterUp
BetterUp
Episode: Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)
Michael Goetz
Vice President of Customer Success Strategy at GitHub
GitHub
Episode: How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub)
Sri Ganesan
Founder and CEO of Rocketlane
Rocketlane
Episode: Customer-Centric Approach for a Unified Onboarding Experience Ft. Sri Ganesan (Rocketlane)
Carly Van Kirk
Head of Customer Success at AngelList
AngelList
Episode: How AngelList is Leveling Up CS into a True Commercial and Revenue Driver ft. Carly Van Kirk
Mike Haylon
GM of AI at Asana
Asana
Episode: Reinventing the Future of Work With AI-Powered Workflows

Hosts

Josh Schachter
Host and Customer Success expert, exploring innovative strategies for retention and customer relationships.
Kristi Faltorusso
Co-host and expert in Customer Success, focusing on strategies for enhancing customer engagement.
Jon Johnson
Co-host and experienced professional in Customer Success, discussing best practices and industry insights.

Reviews

5.0 out of 5 stars from 179 ratings
  • My go to podcast for all-things customer retention

    [Un]Churned has quickly become my go-to podcast for all things customer retention and success. Each episode brings together insightful conversations with industry leaders who share not only strategies, but also real-world stories that make the content practical and inspiring. The hosts do an excellent job guiding discussions, asking thoughtful questions, and giving me actionable takeaways. Want to learn how to better understand how to build lasting customer relationships? Have a listen.

    Apple Podcasts
    5
    SbSalek
    United States21 days ago
  • Insightful, interesting and good fun too!

    An easy and great listen for all in or around the world of CS.

    Apple Podcasts
    5
    CS_ZM
    United Kingdom2 years ago
  • One of the best

    This is a fun yet educational podcast on customer success. The topics are timely and the guests are top notch. I always come away from each podcast with something new to consider. Thank you Josh and team!

    Apple Podcasts
    5
    FromThe6toNJ
    Canada2 years ago
  • Keep customers happy and sticky

    If you’re in CS - or run any business - learning strategies and tactics for keeping customers happy is key to success. This podcast is one of the few out there that focuses specifically on customer retention and delight. Josh and his team know their stuff - and the guests provide several golden nuggets in every episode. A must-listen!

    Apple Podcasts
    5
    carlyjcais
    United States3 years ago
  • Great, actionable learnings

    I just binge-listened to a bunch of Unchurned episodes and am loving them. There are so many business podcasts out these that lose my interest with how general and obvious their "learnings" are. Unchurned isn't like that - they cover high level concepts all the way down to specific tactics that I can try with my own biz. I feel like I come away with a must-do for myself from every episode. If you're serious about customer success, I highly recommend it.

    Apple Podcasts
    5
    Lebo2k
    United States3 years ago

Listeners Say

Key themes from listener reviews, highlighting what works and what could be improved about the show.

Listeners appreciate the actionable insights and practical advice shared, particularly around AI applications in Customer Success.
Many reviews emphasize the relevance of content, particularly for professionals looking to enhance their customer success approaches.
The podcast is recognized for its engaging discussions with industry leaders, often providing fresh perspectives on customer retention strategies.

Talking Points

Recent interactions between the hosts and their guests.

How BMC's CCO Built AI Agents That Triple Productivity ft. Sofia Barbosa (BMC Software)
Q: What went through your mind when you got the nod that you were going to become the CCO?
Sofia expressed excitement for the challenge of managing a transformed organization and focusing on customer success strategies after the company split.
How BMC's CCO Built AI Agents That Triple Productivity ft. Sofia Barbosa (BMC Software)
Q: Tell us at high level, what is Succedo and then we can go from there?
Succedo is our agent TKI solution designed to automate the creation of success stories, fetching data from multiple sources to streamline the process.
How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo)
Q: What do you think was their greatest motivation in going all out?
There was an advanced need that clients had which they were passionate about delivering value and impact for customers.
How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo)
Q: What were your first steps in moving towards this once you said, okay, we like this idea?
We invited people to nominate ideas for problems they wanted to help us solve using AI and seeded the ideas for them to consider.
Gainsight's New CEO ft. Nick Mehta and Chuck Ganapathi | Ep. 144
Q: What's the next chapter for Gainsight?
It's going to be transformational as we navigate the current changes in the customer success industry.

Audience Metrics

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Frequently Asked Questions About This Podcast

What is This Podcast about and what kind of topics does it cover?

Focusing on the intersection of customer retention and artificial intelligence, this podcast provides actionable insights for Customer Success leaders navigating modern challenges. It features interviews with industry experts who share their experiences and strategies for utilizing AI and innovative practices to drive customer satisfaction and loyalty. Topics range from automating customer interactions and optimizing service models to understanding the evolving role of Customer Success in business growth. This podcast is particularly notable for its emphasis on practical takeaways that professionals can implement immediately, making it a valuable resource for those looking to enhance customer relationships while managing resources effective... more

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this podcast launched 3 years ago and published 165 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.

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What guests have appeared on this podcast?

Recent guests on this podcast include:

1. Sofia Barbosa
2. Jeffrey Bussgang
3. Teresa Anania
4. Cait Keohane
5. Sarah Parker
6. Michael Goetz
7. Sri Ganesan
8. Carly Van Kirk

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