How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub)

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

Gainsight

169 episodes

3 days ago

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.

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How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub)

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

39 minutes 28 seconds

6 months ago

How GitHub Drives Measurable Customer Outcomes (And Tracks What Matters) ft. Michael Goetz (GitHub)

#updateai #customersuccess #saas #business

Michael Goetz, Vice President of Customer Success Strategy at GitHub, joins Josh Schachter, Co-Founder & CEO of UpdateAI, and Kristi Faltorusso, CCO at Client Success, for a candid and insightful conversation that no customer success (CS) professional will want to miss. They discuss GitHub's shift from a focus on "Customer Outcomes" to "Customer Success Strategy" and its impact on operations and goals. Goetz reveals their methods for identifying and tracking meaningful customer business outcomes at scale. The conversation delves into the practicalities of operationalizing outcome-driven work, navigating diverse customer needs, and maintaining engagement amidst rapid product innovation.

Timestamps:

0:00 - Preview & Intros

1:30 - Intentionality Behind Role Titles at GitHub

4:33 - Articulating Measurable, Business-Driven Customer Goals

7:48 - Tracking and Measuring Progress Towards Outcome

13:35 - Differentiation in Approach Across Customer Segments

16:35 - Approaching and Managing Milestones Toward Larger Outcomes

21:05 - Dynamics Between End Users & Economic Buyers

23:41 - Managing Pace and Volume of Change (Especially with AI)

28:20 - Organizational Structure of Michael’s Team

35:00 - Creative Uses of AI Within the Organization

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👉 Follow the podcast

Youtube: https://www.youtube.com/@updateai9697

Apple Podcast: https://apple.co/3dfWXmD

Spotify: https://spoti.fi/3KD3Ehl

👉 Connect with the guest

Michael Goetz: https://www.linkedin.com/in/mpgoetz/

👉 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/

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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.