Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.

Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.

Knowledge used to be the CSM's edge. Not anymore.

Diane Wu, Global Head of Customer Success & Experience at Google Cloud Security, operates where every touchpoint is mission-critical — and standing still is falling behind. In this episode, she sits down with Brady Bluhm & Josh Schachter of Gainsight to unpack what the CSM role actually becomes when AI handles the knowledge layer. The answer: context, curation, and hyper-personalization at scale.

Diane shares how her team is using NotebookLM and Gemini to compress hours of customer research into minutes, why her best CSMs were the hardest to get onto new AI tools (and why that makes complete sense), and what two-phase AI adoption really looks like on the ground. Brady brings a builder's lens — talking about juggling AI agents, closing 2-year-old CTAs with one prompt, and why the traditional product UI might not survive the next two years.

If you lead a post-sales team or work in customer success, this conversation will reframe how you think about productivity, coverage models, and the human role in an AI-first world.

---

Timestamps

0:00 - Preview & introduction

1:40 - Meet Brady Bluhm (Gainsight) & Diane Wu (Google)

3:00 - Diane's role: Google Cloud Security & the post-sales mission

5:25 - The shift from access to curation

8:28 - Brady: how AI is changing CSM onboarding and memory

10:55 - Are you saving time or just doing more?

12:34 - How AI changes coverage models and the 1:many CSM ratio

18:00 - Diane's tactical playbook for running parallel customer analyses

22:05 - Brady's "can I do this with AI?" framework and skill-building loop

24:00 - How much time should you spend tuning your AI setup?

26:31 - Why your top CSMs are the hardest to get on new AI tools

31:21 - LLMs will become the new workspace

32:59 - Two-phase LLM adoption and why the UI is going away

34:15 - Closing 2-year-old CTAs with one prompt

37:47 - Hyper-personalization at scale for Google Cloud

---

What You’ll Learn

- Why knowledge is no longer the CSM's differentiator — and what replaces it

- How Diane's team at Google Cloud Security uses NotebookLM as a living customer notebook

- Why your best CSMs resist AI adoption the most

- How AI is reshaping CSM coverage models and the 1:many ratio

- Brady's two-question AI habit that keeps him ahead every week

- What the Gainsight MCP unlocked — and what it means for the future of CS tooling

- Why the traditional application UI may disappear — and what replaces it

- How to create "wow moments" that actually drive AI adoption across your team

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find the Guests

Diane Wu's LinkedIn: https://www.linkedin.com/in/diane-wu/

Brady Bluhm's LinkedIn: https://www.linkedin.com/in/bradybluhm/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.

Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.

Watch Eric Gilpin, President of Go-To-Market at G2, reveal how he’s building the first-ever unified revenue org in a 210,000-product marketplace. In this episode, he takes us behind the scenes of G2’s “zero daylight” alignment strategy and how it led to a game-changing 31% YoY traffic spike. Discover why G2 made the controversial bet to let LLMs scrape their data (and why competitors are now paying the price), how to flip buyer intent into “churn intent” to catch customers before they leave, and how the difference between “freelancers” and “contractors” became worth $600M+ in revenue. This is marketplace strategy 101, told by someone who’s spent 25+ years perfecting it. Essential listening for GTM leaders, CS teams, and anyone building in B2B SaaS.

---

Timestamps

0:00 - Preview & introduction

1:28 - Meet Eric Gilpin & overview of G2

6:50 - How Upwork scaled from $30M to $650M in gross sales volume

10:00 - Building G2’s first President of Go-To-Market role

11:13 - Zero daylight: Aligning marketing, BDRs, and all revenue teams

16:42 - Pivoting narrative from “SEO review site” to AEO visibility engine

18:15 - G2’s “Hunter Hunter” post-sales org (60% growth from expansion)

21:00 - The highest-value CS activities (hint: it’s not quarterly review sends)

23:23 - Self-serve + AI automation for the 150,000 SMB products

25:23 - The churn intent

27:28 - Why G2 allowed LLMs to train on their data

31:55 - Nostalgia and denial kill businesses

---

What You’ll Learn

- How to eliminate silos by achieving “zero daylight” between marketing, sales, and revenue teams

- The whitespace model G2 uses to find expansion revenue

- How to build a “churn intent” system using buyer signals to catch churn before it happens

- Why allowing LLMs to scrape your data early creates a competitive moat

- The subtle power of reframing to unlock enterprise adoption and market perception

- Why is constantly challenging your own status quo the only defense against disruption

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Eric Gilpin

LinkedIn: https://www.linkedin.com/in/ericgilpin/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.

Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.

What does the future of CS actually look like? Ghazi Masood, CRO of Replit, has some strong opinions and the growth numbers to back them up.

In one year, Replit went from $2M to $150M in revenue. Now they're targeting $1B. And while most companies are still debating AI strategy, Ghazi is already rebuilding his entire GTM org around it — scaling from 40 to 230 people, scrapping the traditional CSM model, and betting that the next billion software creators won't write a single line of code.

In this episode, Ghazi breaks down how he's building post-sales for the AI era, why he replaced CSMs with "product advocates," and what it looks like when your entire team builds their own tools — including their own version of Clari and a customer health dashboard, both built on Replit itself.

He also shares his take on the future of SaaS, how enterprises are quietly wrapping AI layers on top of Salesforce and Workday, and why Cursor, Claude, and OpenAI aren't keeping him up at night.

If you're in Customer Success, Revenue, or CS Ops, this episode will challenge how you think about your role.

---

Timestamps

0:00 - Preview & Introduction

1:25 - Meet Ghazi Masood & Overview of Replit

4:40 - Building the GTM infrastructure

7:30 - How anyone at Replit can build internal tools

9:00 - Managing chaos when everyone becomes a creator

12:40 - Enterprise security & governance guardrails

15:47 - Are Cursor, Claude & OpenAI real competitors?

18:10 - Usage-based pricing explained

19:17 - Post-sales strategy for non-technical users

23:53 - Hiring 200 people in 12 months

24:40 - The future of SaaS

26:56 - SMBs replacing Workday and Tableau with Replit

30:40 - Lessons from Auth0 and Retool

32:32 - What Ghazi looks for when hiring

---

What You’ll Learn

- What enterprise customers are quietly building on top of their existing SaaS tools — and what it means for vendors

- How SMBs are replacing Workday, Tableau, and traditional CRMs entirely by building on Replit

- How to handle churn when 90% of your users have zero technical background

- The governance and security guardrails that got Replit into financial services and government accounts

- How to structure a GTM catalog library so your team stops duplicating each other's work

- Ghazi's take on whether SaaS is dying — and why the answer is completely different depending on company size

- Why product passion matters more to Ghazi than years of sales experience when hiring

- How Replit thinks about competitive threats from Cursor, Claude Code and OpenAI — and why they're not losing sleep over any of them

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Ghazi Masood

LinkedIn: https://www.linkedin.com/in/ghazi-masood-09195a2/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Heading to Vegas this May?

Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.

Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.

CS is going through an identity crisis.

Is it product? Is it relationships? Is it revenue?

According to Cassie Vaughn (RVP of CS at monday.com)… it’s now all three, and AI is forcing it to be so.

In this episode of Unchurned, Cassie breaks down what’s actually changing inside modern CS orgs after scaling from CSM to leading a 100+ person team—and why most companies are still getting it wrong.

You’ll hear why “value” is still more storytelling than science, why health scores can’t be trusted, and why the future CSM won’t just manage customers… they’ll manage agents.

But here’s the twist: as AI automates more of the work, the human side of Customer Success is becoming even more critical. Monday.com is literally doubling down on time spent with customers—while everyone else is trying to scale it away.

Cassie also shares the bold bet they made: turning CSMs into revenue owners with variable comp—and why, in a consumption world, CS might actually be more commercial than sales.

---

Timestamps

0:00 - Preview & Introduction

1:10 - Cassie’s journey from being a CSM to RVP

4:15 - What’s changed in CS over the last 6 years

6:13 - Why measuring customer value is still broken

9:35 - Why monday.com doubled time with customers

12:37 - The rise of the “agent manager” CSM

14:07 - Scaling CS with AI vs human touch

16:47 - Why CSMs are more commercial than sales

18:10 - Challenges of shifting to revenue ownership

19:30 - Why CSMs should think commercially & not trust health scores

21:50 - Stop being a generalist: career advice

23:26 - AI fluency as the #1 priority for 2026

25:25 - Lightning round: F1, food, and fun

---

What You’ll Learn

* Why has no one cracked customer value measurement

* How to build value narratives that actually land with executives

* What AI should automate—and what should stay human

* Why the future CSM is an “agent manager”

* How monday.com is doubling customer time in an AI era

* Why CSMs should be more commercial than sales

* How to introduce variable comp for Customer Success

* Why health scores are not enough (and what to do instead)

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Cassie Vaughn

LinkedIn: https://www.linkedin.com/in/cassiebrown/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned

Most companies treat AI rollouts like software deployments. But according to Christina Meng (OpenAI), AI adoption isn’t a technology problem — it’s a human transformation challenge.

In this episode of Unchurned, Josh Schachter sits down with Christina, the leader behind the OpenAI Champion Program, to explore how OpenAI empowers the people inside organizations who are driving AI adoption from within: champions.

Christina explains how OpenAI structures its champion ecosystem with executive champions, champion leads, and internal champions, and how these groups work together to drive real AI transformation across enterprise organizations.

She also shares how she built the OpenAI Champion Program from the ground up, why many companies struggle to sustain AI usage after the initial hype, and why customer success teams need to rethink how they measure adoption.

Finally, they discuss how champion communities can become one of the most powerful engines for product adoption, customer engagement, and long-term growth in SaaS.

---

Timestamps

0:00 - Preview & Introduction

1:30 - Meet Christina Meng (OpenAI)

3:05 - Christina’s Experience at Slack

4:50 - What a Champion Program actually is

7:27 - How Slack ran a 4,000-member champion community

10:00 - Who the champions are at Slack & OpenAI

11:40 - The 3 types of champions (executive, lead, internal)

12:50 - Executive champion engagement strategies

19:58 - How champion roundtables work

27:50 - What internal champions actually do

30:00 - Christina’s background and musical theatre

31:00 - A week in the life of a champion program leader

32:10 - Working with CS & product teams at OpenAI

34:20 - Measuring champion program success

37:20 - Why companies need customer education & champion programs

40:25 - How Christina uses AI and Codex in her workflow

---

What You’ll Learn

* What champion programs actually are and why they matter for SaaS companies

* The difference between customer advocates and customer champions

* How OpenAI structures its Champion Network across enterprise customers

* The 3 types of champions driving AI adoption in organizations

* Why AI adoption fails when treated as a simple tech rollout

* How companies are building internal AI champion networks

* How OpenAI gathers product feedback from champions

* How to measure activation and sustained product adoption

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Christina Meng

LinkedIn: https://www.linkedin.com/in/christina-meng-78858725/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned

What does it actually take to move from human-first customer success to digital-first at scale?

In this episode of Unchurned, host Jenny Calvert sits down with Jo Massie, COO at Slido, to unpack how her team is transforming customer experience using AI, community-led support, and product-led growth.

Jo shares how Slido’s lean team manages marketing, customer success, and most of sales under one customer organization—and how aligning these functions unlocks faster execution, stronger feedback loops, and better customer outcomes.

They dive into how Slido is using AI chatbots to deflect 70% of support tickets, how their community became the center of their digital hub, and how experimentation and MVP thinking are key to surviving rapid AI innovation.

Jo also explains how Slido evolved after being acquired by Cisco, adapting from startup speed to enterprise scale while maintaining agility and experimentation.

If you're building digital-first customer success, PLG motions, or AI-enabled support, this episode is packed with practical insights.

---

Timestamps

0:00 - Preview & Introduction

0:41 - Meet Jo Massie & Jo's Role at Slido

2:21 - Breaking down silos with a digital team

4:00 - How AI chatbots reduced support escalations

5:48 - Using AI to scale the customer voice program

7:20 - Community-first support strategy

9:50 - Hiring for diversity of thinking vs specialization

11:30 - Slido’s acquisition by Cisco and the enterprise shift

13:05 - The pace of AI innovation and what excites Jo most

14:36 - Digital teams running weekly sprints for speed

16:43 - Advice for companies starting digital-first strategies

---

What You’ll Learn

* How Slido transitioned from human-first to digital-first customer success

* Why the community is becoming the new support channel

* How AI chatbots reduced support escalations to just 30% of tickets

* The role of AI in customer voice programs

* Lessons from scaling inside Cisco after Slido’s acquisition

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Jo Massie

LinkedIn: https://www.linkedin.com/in/jomassie/

---

Where to Find Jenny:

LinkedIn: https://www.linkedin.com/in/jennycalvert/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned

Customer Success is changing fast, and many CS leaders are realizing that staying visible to customers between meetings is becoming essential.

In this episode of Unchurned, host Josh Schachter sits down with social selling expert Darren McKee to explore how LinkedIn can become a powerful engine for building relationships, staying top of mind with customers, and driving revenue growth.

Darren shares how he went from traditional sales to building a massive LinkedIn following through consistent posting and authentic storytelling — and how companies can turn employees into a distributed marketing and relationship engine.

The conversation dives into why CS leaders must become teachers in their industry, how social presence builds customer trust, and why authentic content often drives more business than traditional outreach.

If you're in Customer Success, Sales, or GTM leadership, this episode will give you a practical playbook for building relationships and staying relevant in an increasingly digital world.

---

Timestamps

0:00 - Preview & Introduction

1:23 - Meet Darren McKee

3:40 - Growing a LinkedIn audience through daily posting

7:00 - Why CS leaders should be active on LinkedIn

9:23 - Why human connection matters more than ever online

11:00 - How social selling drives real revenue (for startups & even billion-dollar companies)

16:00 - The 4 pillars of LinkedIn content (with examples)

28:21 - The Power of “Dwell Time”

29:30 - Authentic posts vs polished marketing posts

34:05 - Should employees be paid for posting on LinkedIn?

38:12 - The 5-3-1 LinkedIn engagement framework

---

What You’ll Learn

• Why Customer Success leaders should be active on LinkedIn

• How social visibility can help drive retention, expansion, and stronger relationships

• Why authentic storytelling outperforms polished marketing posts

• Darren McKee’s 5-3-1 daily engagement framework for building relationships on LinkedIn

• How companies can turn employees into a distributed marketing and relationship engine

• How to engage customers online between QBRs and formal meetings to stay relevant

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Darren McKee

LinkedIn: https://www.linkedin.com/in/darrenmckeesales/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/

Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned

In this episode of Unchurned, Jenny Calvert sits down with Carsten Schütz, VP & Global Head of Scaled CS at SAP, to talk about how modern CS teams must evolve to serve thousands of customers without losing the human touch.

Carsten shares how his journey from startup CSM to SAP executive reshaped his thinking about scale, specialization, and the real role of AI in customer success.

The conversation dives deep into why the traditional “hire more CSMs” model doesn’t work anymore, how AI agents can support the long tail of customers, and why product usage data—not just sentiment—is the future of customer health.

One of the biggest takeaways: AI isn’t replacing customer success. It’s enabling teams to finally support the majority of customers who currently receive little to no human interaction.

---

Timestamps

0:00 - Preview & Introduction

0:55 - Meet Carsten Schütz

4:25 - The real answer to the generalist vs specialist debate

6:20 - What customers actually want from their CSMs

7:57 - What makes a truly valuable QBR

9:18 - Why AI is essential for the 80% of customers at scale

11:08 - The importance of keeping the human touch

12:02 - Using AI to drive adoption, detect risk, and churn prevention

13:55 - Why product usage data is critical for customer health

16:28 - What CS leaders should look for when hiring today

19:04 - How AI is changing how younger professionals work

20:55 - “This is the worst AI will ever be.”

21:48 - Q4 renewal strategy and human connection

23:33 - Why in-person conferences still matter

---

What You’ll Learn

* Why 80% of customers require a scalable CS strategy

* Why the generalist vs specialist debate is the wrong question

* How product usage data reveals hidden churn risks

* Why CS teams must think beyond 1-to-1 engagement

* How to scale digital engagement without losing human connection

* Why the future of CS is human-first, AI-powered

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find Carsten Schütz

LinkedIn: https://www.linkedin.com/in/carstenschuetz/

---

Where to Find Jenny:

LinkedIn: https://www.linkedin.com/in/jennycalvert/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/