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Unchurned

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by Gainsight

5.0(204 reviews)

206 episodes

Updated Daily

Accepts GuestsHas SponsorsLocation 🇺🇸

Podcast Authority

Beta

GoodBased on show quality, social media presence, reviews, charts, and more

Quality91

Social0

YouTube76

Engagement84

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Podcast Overview

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.

Language

🇺🇲

Publishing Since

7/21/2022

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🇺🇸 Charts #3

Outreach generated

Apple 142

Spotify 827

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Podcast Authority

Beta

GoodBased on show quality, social media presence, reviews, charts, and more

Quality91

Social0

YouTube76

Engagement84

Learn more

Excellent Areas

Good Performance

Growth Opportunities

excellent

Publishing Consistency

Every 7 days

Performing excellently!

good

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3.0/5

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Recent Episodes

June 24, 2026

The 45% Problem: Why Unit4 Cut Mid-Touch and Bet on AI ft. Jean de Villiers

No one celebrates a new ERP. No champagne. Just groans.Jean de Villiers, Chief Customer Officer at Unit4, wants to flip that script. Jean shares they have kept customers for 20+ years in an industry built on dread. Secret? He runs customer success like a business, not a cost center. He cut the safe middle option. He's betting big on AI agents. And he trains his whole team to have the uncomfortable conversations most people avoid.In this episode of Unchurned, Jean sits down with host Josh Schachter to unpack the playbook: why 45% of what customers pay for goes unused, how high-touch service drives a 50-point gap in customer promotion, and what it really takes to make people love the software they're supposed to hate. Josh is writing a book on building customer relationships. Follow his journey and insights at <a href="www.joshschachter.com" target="_blank" rel="ugc noopener noreferrer">www.joshschachter.com</a> ---What You'll Learn- Why Unit4 runs CS as a profit center, not a cost- How to hit 30% contribution margin to EBITDA in post-sales- Why Unit4 cut mid-touch and kept only high and digital- Packaging every service into a self-serve catalog- Building an agentic digital CSM that feels high-touch- The 50-point NPS gap between high-touch and self-serve- Why 45% consumption is ERP's dirty secret- Training non-sellers on the Challenger Sale method- How AI plus human domain expertise wins together ---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at <a href="unchurned.substack.com" target="_blank" rel="ugc noopener noreferrer">unchurned.substack.com</a>. ---Timestamps0:00 - Preview and Introduction1:44 - Meet Jean de Villiers 2:45 - What Unit4 does and its four verticals4:32 - Customers who stay 20+ years6:32 - The org structure of post-sales7:32 - Running CS as a profit center under PE8:50 - Why they cut mid-touch9:45 - Packaging services into a catalog12:20 - The agentic digital CSM vision13:53 - Success For You: the high-touch subscription18:12 - Sunsetting on-premise product, migrating to cloud & Ava21:50 - The 45% consumption problem23:57 - The 50-point NPS difference25:30 - Challenger Sale training for everyone31:40 - Wrap-up ---Where to Find the GuestJean de Villiers (Unit4): <a href="https://www.linkedin.com/in/jeandevilliers/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jeandevilliers/</a> ---Where to Find Josh:LinkedIn: <a href="https://www.linkedin.com/in/jschachter/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jschachter/</a>Unchurned Substack: <a href="https://unchurned.substack.com/" target="_blank" rel="ugc noopener noreferrer">https://unchurned.substack.com/</a>

June 22, 2026

How AWS's Developer Community Grew 3,600 Builders Across 110 Countries ft. Jason Dunn

Host Josh Schachter interviews AWS Developer Community Builder Jason Dunn on cultivating genuine connection and growth within a global developer community.

June 19, 2026

The Retention Killer Hiding in Your Product Demos ft. Kellie Snyder (LinkSquares)

Josh Schachter interviews Kellie Snyder, Chief Customer Officer at LinkSquares, about AI's role in customer retention and rebuilding human engagement.

206 total episodes available with 20 transcripts

Recent guests on Unchurned

Guests from recent episodes — sign up to see every guest that has ever appeared on this show.

Jason Dunn

Guest

Kellie Snyder

Guest

Monika Saha

Guest

Chuck Ganapathi

Guest

Chael Banks

Guest

Fred Reichheld

Guest

Adnan Rahman

Guest

Cait Keohane

Guest

Nick Mehta

Guest

Colin Murphy

Guest

Sam Slevin

Guest

See every guest on Unchurned

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Frequently asked questions

Have a different question and can't find the answer you're looking for? Reach out to our support team by sending us an email and we'll get back to you as soon as we can.

What is Unchurned?: 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.
How often does this podcast release new episodes?: This podcast updates daily.
Where can I listen to this podcast?: This podcast is available on 10 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
Does this podcast accept guests?: Information about guest appearances is not available.

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