[Un]Churned has earned its reputation as the go-to destination for all things customer retention and success. Hosted by Josh Schachter, SVP and GM of Atlas at Gainsight, the show explores actionable strategies and cutting-edge ideas shaping the future of customer success (CS). Last week’s episode features a dynamic duo of experts: Jeffrey Bussgang, General Partner

Customer Success (CS) teams today face challenges in managing large volumes of data, identifying risks, and ensuring customers are successful with the product or service. While traditional approaches to CS often rely on reactive measures, the emergence of agentic AI offers an opportunity for CS to take on a truly proactive role. AI-powered customer agents,

Winning a new customer is only the beginning of the journey. How you welcome and guide them can make or break the customer journey and lifecycle. If you have ever scrambled with what comes next after the contract is signed, you are not alone. A customer onboarding template takes away the guesswork, helping you build

Ever notice how the smallest signals from your customers can predict the biggest changes in your business? If you’re not paying attention to the right customer success metrics, you could miss the early warning signs or the hidden opportunities waiting in plain sight. Customer success metrics help you see what’s working, spot trouble before it

For SaaS companies, survival and growth hinge on a simple but powerful truth: 75% of revenue, on average, comes from expansions and renewals, according to Forrester. This reality underscores a seismic shift in how companies must approach their growth strategies. While acquiring new customers remains important, long-term success now depends on unlocking the revenue potential

Let’s face it: Digital Customer Success (Digital CS) has become table stakes for any organization looking to scale their CS function, while ensuring all customers receive the same white glove service as their highest ARR accounts. If you haven’t heard the news: Digital CS is no longer a segment-specific tactic, like what was once called

Customer Success (CS) teams face the ongoing challenge of managing vast amounts of data and identifying risks before they escalate into customer churn. However, customers don’t always vocalize their concerns, leaving gaps in visibility that can impact retention. Enter team agents—AI-powered teammates designed to surface hidden risks, optimize resource allocation, and ensure teams stay ahead

In the land of customer success (CS), it often feels like we’re navigating through a world as complex and enchanting as Oz itself. For those of us who work to create exceptional customer experiences, we know what it feels like to be stretched thin—like Elphaba from Wicked, a misunderstood and underestimated figure who secretly holds

The SaaS industry is undergoing a profound transformation. While new customer acquisition has long been the centerpiece of growth strategies, the rising cost of acquisition and an increased focus on profitability are shifting the spotlight to renewals and expansions within the existing customer base. In this new landscape, Customer Success (CS) is no longer just

When your Customer Success team starts feeling like Bill Murray in Groundhog Day—reliving the same onboarding questions, delivering the same training sessions, and answering the same support tickets day after day, it’s not an extreme case of déjà vu. It’s a flashing neon sign that something needs to change. Whether it’s customers asking for the