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

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.

When healthcare equipment goes down, healthcare goes down. That's the world Brad Casemore operates in — where a broken MRI or a failed sterilization unit isn't an inconvenience, it's a crisis.

In this episode, Brad, Chief Customer & Growth Officer at PartsSource breaks down why merging the CCO and CGO roles actually makes sense. He makes the case that customer value and revenue growth are the same motion, not separate departments, and walks through exactly how he's built his org to reflect that. If you're a CS leader wondering whether you should own more of the business, this is the episode.

Brad also shares how he's plugging AI agents directly into the RACI model — not as a gimmick, but as a deliberate workforce strategy. Humans accountable, agents responsible. The result? One part of his business went from low-90s retention to 99.6%. This is what the future of CS operations actually looks like in practice.

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Timestamps
0:00 - Preview & introduction
1:24 - Meet Brad Casemore & overview of PartsSource
4:17 - The marketplace, service network, training, and predictive monitoring explained
10:46 - Post-sales inside a 750-person company with a surprisingly complex portfolio
13:17 - The CCO + CGO role; why Brad took it and what changed
15:55 - Key learnings from stepping into the growth seat
17:57 - The attribution model CS leaders need to steal from sales
19:45 - Putting AI in the RACI: how Brad's team went from low-90s to 99.6% retention
25:15 - Systems thinking, curiosity, and getting comfortable being uncomfortable
28:02 - Pulse 2025 and what Brad's watching in AI

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What You’ll Learn
- When CCO and CGO roles merge and the org structure to make it work
- How to map the full customer lifecycle so pre-sales and post-sales are pulling in the same direction
- The attribution lesson CS leaders are missing that sales and marketing figured out years ago
- How to build a consistent customer experience across a long-tail of thousands of accounts without burning out your team
- Why Brad puts AI agents directly into the RACI model — and what that means for team design
- The proactive CS shift that moved retention from the low-90s to 99.6%
- What aspiring CS leaders need to develop to grow into an executive seat

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

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Where to Find the Guest
Brad's LinkedIn: https://www.linkedin.com/in/bradocasemore/

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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.

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.

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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

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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

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

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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/

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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.

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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

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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

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

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Where to Find Eric Gilpin
LinkedIn: https://www.linkedin.com/in/ericgilpin/

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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.

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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

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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

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

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Where to Find Ghazi Masood
LinkedIn: https://www.linkedin.com/in/ghazi-masood-09195a2/

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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.

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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

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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)

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

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Where to Find Cassie Vaughn
LinkedIn: https://www.linkedin.com/in/cassiebrown/

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Where to Find Josh:
LinkedIn: https://www.linkedin.com/in/jschachter/
Unchurned Substack: https://unchurned.substack.com/