Inside Pulse: How 7 CS Leaders Are Moving Their Biggest Boulders With AI

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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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Inside Pulse: How 7 CS Leaders Are Moving Their Biggest Boulders With AI

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

31 minutes 36 seconds

1 month ago

Inside Pulse: How 7 CS Leaders Are Moving Their Biggest Boulders With AI

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, Josh Schachter sits down with customer success leaders at the 2025 Gainsight Pulse Conference in Las Vegas to explore how they're tackling their biggest challenges - from managing massive renewal volumes to driving adoption at scale. Featuring CS executives from Rockwell Automation, Fleetio, Handshake, Boomi, Dellteck, and SAP, this episode reveals practical strategies for using AI to save time, improve efficiency, and deliver better customer outcomes.

What you'll learn:

1. How Rockwell Automation's CS team manages 100,000+ annual renewals with 300 team members across 85 recurring revenue products

2. Why AI-powered engagement signals are replacing time-based customer outreach

3. The importance of building trust in AI-powered insights before teams will adopt them

4. How to aggregate and visualize data from multiple systems to tell a coherent story to stakeholders

5. Why change management is critical when introducing new product features that alter established workflows

6. How relationship-level insights can reveal the full picture of multi-product customer health

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Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/

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Where to Find the guests:

- Angel Rogers - https://www.linkedin.com/in/angel-rogers-leader/