Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)

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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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Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)

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

33 minutes 30 seconds

5 months ago

Should We Ease the Workload of Superhero CSM? Ft. Sarah Parker (Betterup)

#updateai #customersuccess #saas #business

Sarah Parker, SVP, Global Customer Success at BetterUp joins the hosts ⁠⁠Kristi Faltorusso⁠⁠, ⁠⁠Jon Johnson⁠⁠ & ⁠⁠Josh Schachter⁠⁠. They discuss the need for a transition from high-touch to low-touch customer interactions and the mindset shift required for CSMs for a self-service approach.

Topics Discussed

Meet Sarah Parker & Learn about BetterUp
How coaching equips leaders to navigate challenges
Challenges at BetterUp
High-touch approach for customer success
Challenges despite a high NPS
Services offered by BetterUp
Mindset transition from a service provider to a partner
Augmenting CSMs & enabling customers as platform owners
High demand for low-touch models faces resistance
Articulating worth for maximizing impact
CSMs are trained to be a superhero
Transitioning from UiPath to BetterUp was personal

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👉 Follow the podcast

Youtube: https://youtu.be/JprAz-o-dWk

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

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

👉 Connect with the guest

Sarah Parker: https://www.linkedin.com/in/sarahkparker/

👉 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/

👉 Sign up for ⁠UpdateAI⁠

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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.