[Un]Churned – The No. 1 Podcast for Customer Retention
By Gainsight
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Episodes: 172
Description
If you're experimenting with automation, questioning the traditional post-sales model, or trying to drive more value with less headcount, you're in the right place. AI won’t fix churn, but these conversations might.
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.
| Episode | Date |
|---|---|
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The #1 Thing Great CCOs Do in Year One ft. Alexis Hennessy (Heidrick & Struggles)
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Dec 10, 2025 |
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How Community Increases Retention 4X ft. Erica Kuhl (Gainsight)
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Nov 19, 2025 |
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How a 5-Person Team Built 150 AI Workflows That Changed an Entire Company ft. Colin Slade (Cloudbeds)
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Nov 12, 2025 |
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A Simple Habit That 3x’ed AI Adoption Rates: The 15-Minute Rule ft. Cat Valverde (Enterprise AI Group)
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Nov 06, 2025 |
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Why Your Ideal Customer Profile Is Broken and How AI Can Fix It ft. Mark Roberge (Co-Founder of Stage 2 Capital)
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Nov 05, 2025 |
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The Only Agentic AI Guide You'll Ever Need ft. Jacob Bank (Relay.app)
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Oct 29, 2025 |
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Are CSMs the Next Generation of CEOs? ft. Omer Rabin (TLA Ventures) & Chad Horenfeldt (Siena AI)
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Oct 22, 2025 |
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From Radio Host to CPO: Why Should You Always Work Backwards from Renewals? ft. Venk Chandran (PathFactory)
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Oct 15, 2025 |
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Inside Pulse: How 7 CS Leaders Are Moving Their Biggest Boulders With AI
|
Oct 08, 2025 |
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Is Agentic AI The End of ARR? ft. Brett Queener (Bonfire Ventures) & Chuck Ganapathi (Gainsight)
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Oct 01, 2025 |
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How BMC's CCO Built AI Agents That Triple Productivity ft. Sofia Barbosa (BMC Software)
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Sep 24, 2025 |
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How to Drive Innovation & Democratize AI as a CS Leader ft. David Karp (Disqo)
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Sep 17, 2025 |
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How to Scale Customer Success with AI Agents ft. LeeRon Yahalomi (Aligned)
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Sep 10, 2025 |
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What Really Happens When AI Becomes Your Teammate ft.Brady Bluhm & Kalpana KrishnaKumar (Gainsight)
|
Sep 03, 2025 |
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How to Transform Customer Experience at Scale ft. Jeffrey Bussgang & Teresa Anania | Ep. 145
|
Aug 27, 2025 |
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Gainsight's New CEO ft. Nick Mehta and Chuck Ganapathi | Ep. 144
|
Aug 20, 2025 |
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Kristi's AI Project, Josh's Wedding & Until Next Time...
|
Jun 18, 2025 |
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The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)
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Jun 11, 2025 |
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How to Turn Insights into Company Strategy ft. Cait Keohane
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Jun 04, 2025 |
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Gainsight’s Big Leaps, AI Agents, and Pulse 2025 ft. Nick Mehta
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May 26, 2025 |
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Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)
|
May 21, 2025 |
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How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub)
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May 14, 2025 |
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Customer-Centric Approach for a Unified Onboarding Experience Ft. Sri Ganesan (Rocketlane)
|
May 07, 2025 |
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How AngelList is Leveling Up CS into a True Commercial and Revenue Driver ft. Carly Van Kirk
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Apr 30, 2025 |
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LIfe, Loss & Lessons: Unchurned BTS
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Apr 23, 2025 |
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Reinventing the Future of Work With AI-Powered Workflows
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Apr 16, 2025 |
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How to Thrive in the Change Economy in the Age of AI ft. Brett Queener (Bonfire Ventures)
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Apr 09, 2025 |
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How can AI as a strategic partner transform CS from reactive to proactive?
|
Apr 02, 2025 |
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Defining the CS Playbook Philosophy to Balance - Guidance and Governance ft. Caitlin Wood (ZeroFox)
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Mar 26, 2025 |
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How to Scale Customer Success Beyond the Comfort Zone? ft. Kelly McGuire (Everstage)
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Mar 19, 2025 |
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How to Build a Customer-Centric Culture ft. Rimple Patel (Eightfold.ai)
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Mar 12, 2025 |
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How CS Teams Can Build Trust and Secure Buy-In to Grow and Scale Customer Success ft. Lawrence Waldman (GLMX)
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Mar 05, 2025 |
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Redefining Customer Experience with Empathic AI ft. Andrei Negrau & Chad Horenfeldt (Siena AI)
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Feb 26, 2025 |
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Navigating Mergers and Leading Through Change ft. Bonnye Hart
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Feb 19, 2025 |
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How to Hire, Build, and Grow an All-Star Customer Success Team ft. Amy Oilman (Conversica)
|
Jan 29, 2025 |
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Enabling Excellence by Transforming CSM Roles ft. Christine Boermeester (Deltek)
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Jan 22, 2025 |
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How to Align and Elevate Product Development with Customer Feedback ft. Leah Bauman (monday.com)
|
Jan 20, 2025 |
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Redefining Compensation to Better Align CS Roles with Revenue Goals
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Jan 17, 2025 |
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Risk Mitigation, Adoption, Expansion: The Triad of Customer Success ft. Colin Murphy (BMC Software)
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Jan 15, 2025 |
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Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)
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Jan 08, 2025 |
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Bridging Sales and Post-Sales to Build a Customer-Centric Revenue Strategy ft. Margaret Wise (ActiveProspect)
|
Jan 01, 2025 |
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Aligning Customer Success Strategies to Exceed Customer Expectations ft. Sam Slevin (AlphaSense)
|
Dec 18, 2024 |
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Proactive Customer Engagement & the Evolving Role of CSMs ft. Tatiana Ferreira (Launchmetrics)
|
Dec 11, 2024 |
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The Dark Side of Obsessing Over CHURN ft. Ozge Ozcan (Forter)
|
Dec 04, 2024 |
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Rethinking Compensation: From Commissions to Ongoing Payouts ft. Brian Hansen (Aurora Solar)
|
Nov 27, 2024 |
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Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold)
|
Nov 25, 2024 |
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Meet the Woman Who Coined the CSQL ft. Rachel Orston (Instructure)
|
Nov 20, 2024 |
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Can Lean Teams Navigate Their Customers to Achieve BIG Impact? ft. Aanal Patel (Crunchbase)
|
Nov 18, 2024 |
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Leveraging AI and Executive Business Reviews to Elevate Customer Satisfaction and Growth ft. Paul Staelin (Vercel)
|
Nov 13, 2024 |
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How You Can Understand Customer Needs & Exceed Their Expectations ft. Rohan Shah (Extend)
|
Nov 11, 2024 |
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Can Sales & CS Team Up to Take Customers to Success? ft. Nicole Guarino
|
Nov 06, 2024 |
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How Crucial Are CSMs in Empowering Sales Success? ft. Brian Weinberger (CRO, Sisense)
|
Nov 04, 2024 |
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The Reality of Promotions and Navigating Career Growth ft. Rachel Tsui (Komodo Health)
|
Oct 30, 2024 |
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Mastering Customer Relationships and Peanut Butter Cups ft. Reanna Dempsey (Unanet)
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Oct 23, 2024 |
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How to Understand and Delight Your Customers Inside & Out ft. Andrew Gaer & Sean Andrews (Bluebeam)
|
Oct 16, 2024 |
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Are CSMs the CEOs of Their Customer Books? ft. Parul Bhandari, Jenny Calvert, Lawrence Waldman
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Oct 02, 2024 |
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How Can CSMs Manage Interruptions & Predict Customer Risk? ft. Arit Nsemo (Searchspring)
|
Sep 25, 2024 |
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How to Recognize and Leverage the Moments that Matter ft. Daniel Silverstein (Carta)
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Sep 18, 2024 |
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How to Improve CS Strategy by Analyzing Customer Relationships ft. Ziv Peled (CCO, AppsFlyer)
|
Sep 11, 2024 |
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Why Do We Question the Value of Customer Success? ft. Brett Queener (Bonfire Ventures)
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Aug 14, 2024 |
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How to Maximize ROI with Outcome-Based Scoring ft. Brent Grimes (Reef.ai)
|
Jul 31, 2024 |
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Balancing efficiency and human touch in customer interactions ft. Julio Franco (Zappi)
|
Jul 24, 2024 |
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Dating, CS & Banter ft. Ben Winn (FirstMark)
|
Jul 10, 2024 |
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Demystifying Customer Needs ft. Alex Turkovic (The Digital Customer Success Podcast)
|
Jul 03, 2024 |
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Is Prioritizing CSM Health the Key to Customer Happiness? ft. Paulina Staszuk
|
Jun 26, 2024 |
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Can Revenue-Driven Practices Lead to Customer-Centric Growth? Ft. Aaron Thompson (SuccessHACKER)
|
Jun 19, 2024 |
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Can AI Insights Transform Tech Touch Customer Success? ft. Sam Loveland (Salesloft)
|
Jun 12, 2024 |
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Bosses Don’t Understand the Role of CSMs Ft. Alok Shukla (FunnelStory)
|
Jun 05, 2024 |
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Using Data-Driven Content to Serve Customers ft. Nikola Mijic (Founder, Matik)
|
May 29, 2024 |
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CS Meetups, Post-sales Success and Future of Work Ft. John Gleeson (Success Venture Partners)
|
May 22, 2024 |
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How to Gain Control of Your Customers and Win Trust ft. Damien Howley
|
May 15, 2024 |
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Industry Realities and Frontline Insights on Pulse 2024 from Gainsight's Nick Mehta
|
May 08, 2024 |
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Intersecting Customer Success and Account Management for Value Delivery ft. Emily Lockhart (Percona)
|
May 01, 2024 |
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Are Customer-Centric Strategies a Solution to Customer Crisis? ft. Seth Terbeek (DrFirst)
|
Apr 24, 2024 |
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Can We Set up Fair Expectations for Customer Success? Ft. Mike Sasaki
|
Apr 17, 2024 |
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Should Sales and Customer Success Teams Align on Customer Success Plans? ft. Alex Farmer (Nezasa) & Michael Forney (Responsive)
|
Apr 10, 2024 |
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Customer-Centric Operations at the Heart of Customer Delight ft. Jonathan Corbin (former Global VP of CS & Strategy HubSpot)
|
Apr 03, 2024 |
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Driving Customer Success with $1 Billion in Verified Customer Value and Insights ft. Elisabeth Zornes (Autodesk)
|
Mar 20, 2024 |
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Exploring Diverse Customer Views Using Cross-Functional Expertise ft. Jill Sawatzky (CCO, Thought Industries)
|
Mar 13, 2024 |
|
Should we ease the workload of superhero customer success managers? ft. Sarah Parker (BetterUp)
|
Mar 07, 2024 |
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Identifying Overwhelm in the Catch-All Role of CSMs ft. Carie Buchanan (Popmenu)
|
Feb 28, 2024 |
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Dissecting the Synergy Between Customer Success & Account Management ft. Zoe Marshall (Arbor)
|
Feb 21, 2024 |
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Influencing Customers and Organizational Dynamics ft. Jess Cohen (UpdateAI)
|
Feb 14, 2024 |
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Is Consistent Segmentation the Key To Customer Success? ft. Ryan Seams (Assembly AI)
|
Feb 07, 2024 |
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Are CSMs with Experience Not as Good as Those with Expertise? ft. Szuyin Leow (Transcend)
|
Jan 31, 2024 |
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The Non-Chaotic Way of Onboarding Customers for Success ft. Paul Holder (OnRamp)
|
Jan 24, 2024 |
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AI Automation for Scaled Customer Success ft. Bethany Stachenfeld (Sendspark)
|
Jan 17, 2024 |
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The Reality of Career Growth: Everyone Does CS ft. Ejieme Eromosele (Success In Black, Quiq)
|
Jan 10, 2024 |
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Will 2024 Mark the End of Generalist CSM Roles?
|
Dec 20, 2023 |
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Supercharge Revenue Growth By Automating Renewals ft. Mathew Cagney (Renewtrak)
|
Dec 13, 2023 |
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Embracing Customer Success Enablement ft. Eric Kingsbury (Founder, Retain Solutions)
|
Dec 06, 2023 |
|
How All Roads Led a Gainsight AE to UpdateAI ft. Kristie Gaunt (UpdateAI)
|
Nov 29, 2023 |
|
Are Leadership and Customer Success on the Same Side? ft. Tanya Earles
|
Nov 22, 2023 |
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From Being Insecure to Becoming Queen Bee of CS ft. Kristi Faltorusso (CCO, Client Success)
|
Nov 17, 2023 |
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WHY SHOULD WE HIRE YOU? ft. Jared Orr (Sharp Brand)
|
Nov 08, 2023 |
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Homelessness, Music, CS, & Leadership ft. Jon Jonson (UserTesting)
|
Nov 01, 2023 |
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Breaking into and Rocking CS: A Roadmap for Professional Success ft. Erica Akroyd (Pendo.io)
|
Oct 25, 2023 |
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Boost Revenue from Existing Customers with Scalable Success ft. Dickey Singh (Cast.app)
|
Oct 18, 2023 |
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The Flawed Hiring Process: Recommendation, Referral, and Rejection ft. Jenny Calvert (Director of CS, HuntClub)
|
Oct 11, 2023 |
|
CSMs Need to Have Octopus Hands ft. Stevie Case (Vanta)
|
Oct 03, 2023 |
|
Do CS Platforms Really Solve the Problems Faced by the CS Team? : CS & BS
|
Sep 27, 2023 |
|
Driving Revenue Growth with the CCO as a Strategic Partner ft. Alexis H. (Heidrick & Struggles) & Rod Cherkas (Hello CCO)
|
Sep 20, 2023 |
|
The Consultant's Secret for Improving Customer Success ft. Jeff Kushmerek (Infinite Renewals)
|
Sep 13, 2023 |
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Orchestrating a Value Journey that Ensures Customers Get the Most Out of Your Product ft. Ahmed Quadri
|
Sep 06, 2023 |
|
CS & BS: Say "NO" to Silos & "YES" to Cross-Functional Collaboration for REAL Customer Success Ft. Ramli John (Appcues)
|
Aug 30, 2023 |
|
Addressing Plan B Scenarios With Customers to Secure Renewals ft. Shareth Ben
|
Aug 24, 2023 |
|
Psychology Behind Influencing Customer Decisions ft. Ed Powers (Service Excellence Partners)
|
Aug 16, 2023 |
|
Transitioning Into a Customer Success Role: The Before and After ft. Julie Raeder (CSM, Dooly)
|
Aug 09, 2023 |
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How to Keep Customers from Churning When Renewal Budgets Are Tight ft. Gillian Heltai, CCO (Lattice)
|
Aug 02, 2023 |
|
CS & BS: Who Wins the Tug-of-War, Team Customer Success or Team Sales? ft. Hamish Stephenson ( Selr.io)
|
Jul 26, 2023 |
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Partnering With the Product Team for Customer Success Ft. Alli Tiscornia & Abby Hammer (ChurnZero)
|
Jul 19, 2023 |
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Early Customers Who Get the Startup Mentality Are Essential to Success ft. Nikola Mijic (Founder, Matik)
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Jul 05, 2023 |
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CS & BS: Do We Need to Ditch the Checkbox Mentality?
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Jun 28, 2023 |
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CS & BS: Hunting for your next role is no easier than working a full-time job ft. Celia Gouveia
|
Jun 28, 2023 |
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The Inside Story of Branch’s $100M ARR Success ft. Mike Molinet (Co-founder, Branch)
|
Jun 21, 2023 |
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CS [Un]churned: Do We Really Need QBRs With Every Customer?
|
Jun 14, 2023 |
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Finding Balance in Customer Success: Navigating Paradoxes to Build Long-Term Relationships ft. Wendy Smith (Author)
|
Jun 07, 2023 |
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[Un]churned Spotlight: Insights from 3 Remarkable Authors ft. Kindra Hall, Kelly Leonard, Geoffrey Moore
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May 31, 2023 |
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Is Customer Happiness Overrated? : The Truth About Value Delivery ft. Damien Howley (Nimbello)
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May 24, 2023 |
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[Un]filtered Pulse 2023: Banter, Digital CS & Community Empowerment ft. Nick Mehta, CEO, Gainsight
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May 16, 2023 |
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Discovering Your True North: The Key to Authentic Leadership and Sustained Business Growth ft. Bill George (Author, True North Series)
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May 10, 2023 |
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#OpenToWork series ft. Erica Scully
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May 06, 2023 |
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CS [Un]churned - Breaking down Report #34 from CSInsider.co
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May 03, 2023 |
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The Role of Leadership in Building a Successful Customer Success Team ft. James Manderson (Braze)
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Apr 25, 2023 |
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CS [Un]churned - Breaking down Report #33 from CSInsider.co
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Apr 19, 2023 |
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#OpenToWork series ft. Benoit Bouteille
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Apr 13, 2023 |
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Crafting Authentic Stories to Connect With Customers Ft. Kindra Hall (Author, Stories That Stick)
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Apr 11, 2023 |
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CS [Un]churned - Breaking down Report #32 from CSInsider.co
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Apr 04, 2023 |
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#OpenToWork series ft. Jeremy Donaldson
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Mar 31, 2023 |
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Customer-centric approach for a unified onboarding experience ft. Sri Ganesan (Rocketlane)
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Mar 28, 2023 |
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CS [Un]churned - Breaking down Report #31 from CSInsider.co
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Mar 23, 2023 |
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"Thank you...because" - Using Improv to Build Better Customer Relationships - ft. Kelly Leonard (The Second City)
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Mar 14, 2023 |
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Maximizing Value: Insights into Cloudflare's Approach to Customer Success ft. Harnish Kanani, CCO (Cloudflare)
|
Mar 07, 2023 |
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3 Essential Tips for Leveraging Your Seat at the Table ft. Monica Trivedi (JLL Technologies)
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Feb 21, 2023 |
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Unpacking the Art of Customer Interaction ft. Rob Fitzpatrick (The Mom Test, Author)
|
Feb 14, 2023 |
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The Pillars of Go-to-Market Success ft. Judd Borakove (GTM Partners)
|
Feb 07, 2023 |
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Why Treating Customers “Like Gold” Is Essential ft. Brian LaFaille (Google)
|
Jan 31, 2023 |
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Why Insights Without Accountability Mean Little ft. Dickey Singh (Cast.app)
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Jan 24, 2023 |
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Why Customer Experience Is Critical ft. Robyn Fernandez and Karen Budell (Totango)
|
Jan 17, 2023 |
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What You Need to Know About Product-Led Growth ft. Blake Bartlett (OpenView)
|
Jan 10, 2023 |
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#OpenToWork series ft. Leslie Chamberlain
|
Jan 06, 2023 |
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How to Develop a “Holistic Approach” to Customer Success ft. Jeremy Evans (Zuora)
|
Jan 04, 2023 |
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Creating a Best-In-Class Action Item Detection Model Ft. Chenay Gladstone (Updateai)
|
Jan 03, 2023 |
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#OpenToWork series ft. David Kirkdorffer
|
Dec 30, 2022 |
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The one metric every CX should know ft. Meenu Agarwal (Workday)
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Dec 27, 2022 |
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#OpenToWork series ft. Roxane Tran (Customer Success Manager)
|
Dec 23, 2022 |
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Translating CS to other business sectors ft. Ellie Wu (Insight Partners)
|
Dec 20, 2022 |
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#OpenToWork series ft. Jeremiah Bello (Customer Success Manager)
|
Dec 16, 2022 |
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How CSMs Can Tackle Stress in 5 Easy Steps With Katharina Schmidt
|
Dec 14, 2022 |
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#OpenToWork series ft. Yaswanth Reddy (CS leader)
|
Dec 09, 2022 |
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How to Lead a Thriving Customer Success Organization With LeeRon Yahalomi (Regie.ai)
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Dec 07, 2022 |
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Developing an empathic team to deliver an excellent customer experience- ft. Teresa Anansia, Zendesk
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Nov 20, 2022 |
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Customers will never forget how you made them feel - ft. Alice Jeffery, Mimecast
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Nov 19, 2022 |
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The first thing to do in a downturn - ft. Geoffrey Moore, Best-Selling Author
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Nov 07, 2022 |
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17: The love for being a tech mom ft. Emilia D’Anzica and Sabina Pons, Growth Molecules
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Nov 07, 2022 |
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The magical ingredients to an excellent customer experience - ft. Eduarda Camacho, CCO, BMC Software
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Oct 31, 2022 |
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Decoding the Customer Retention Strategy - ft. Ariel Benzakein, VP, CS, Flosum
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Oct 21, 2022 |
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Debunking the myths of tension between CS and Sales - ft. Dan Ennis & Brittany Rodriguez, Monday.com
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Oct 15, 2022 |
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Disrupting the Customer Success toolstack - ft. Edward Chiu, Co-Founder & CEO at Catalyst
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Oct 07, 2022 |
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Why it's critical to market your leadership - ft. Nils Vinje, leadership coach and CS leader, Founder, B2B Leaders Academy
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Oct 04, 2022 |
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Simplifying the first touch of a trusted relationship ft. Jenny Calvert (Hunt Club)
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Sep 27, 2022 |
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Why we've got customer marketing all wrong ft. Jeff Ernst, CEO of SlapFive & Kaily Baskett
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Sep 20, 2022 |
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Ensuring organizational success with x-functional hyper-alignment ft. Ryan Weisert, Senior Director, Enterprise CS, Iterable
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Sep 13, 2022 |
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How x-functional alignment powers Hubspot ft. Jonathan Corbin, HubSpot
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Sep 04, 2022 |
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Is customer success just another arm of the revenue function? ft. Chris Hicken Co-founder & CEO of 'nuffsaid
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Aug 30, 2022 |
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Conducting Effective Meetings ft. Rachel Provan
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Aug 23, 2022 |
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Sneak Peek at the Gainsight Pulse -2022 ft. Kellie Capote
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Aug 15, 2022 |
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Leading With Empathy ft. Jay Nathan of Higher Logic
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Aug 08, 2022 |
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Is Customer Success a function or movement? ft. Alex Farmer
|
Aug 02, 2022 |
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Always serve 6 spoons - lessons in building customer trust ft. David Sable
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Jul 26, 2022 |
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Dear Leader, Why Would Anyone Listen To You? ft. Dylan Stafford
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Jul 22, 2022 |
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[Un]churned - Trailer
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Jul 21, 2022 |