To have an agency in life and to Impact people at large, with Josh

Josh is a force to reckon with in customer success practice. He does not just talk, he builds. Update.AI, the venture he cofounded aims to put AI at work to reduce the noise and enhance the overall customer success function efficiency.

 

Josh loves to build - Products & Teams, and his background in industrial engineering, science and Maths led him into entrepreneurship from very early on. He has held some stellar responsibilities in the past - from building products, to being a GM and holding advisory roles, he is a true champion.

In this podcast (which we actually recorded inspite of heavy rain and some noise), are some amazing takeaways:

 

1) The importance of having an agency and being able to impact people as a true calling. And how his love growing and teams and culture and mentoring keeps showing up as various entrepreneurial ventures.

2) How he finds his anchor point by focussing on 3S - Sharing his vision among his team, selling, and practicing self-love

3) How his personal experience dealing with multiple cross communication parties led him to think of introducing AI to cut noise and make the experience stress free for CSMs

4) His experience building Update.AI built on zoom and of the first app for customer success, in the marketplace. The tool helps CSMs to bookmark key moments & use AI to anticipate opportunities, churn, action items etc

5) Why relationship matters - because in a customer journey tough situations will happen, but having spent the time in building a relationship could prevent churn.

6) His own strategy of anticipating in advance and being prepared for tough questions

7) CS will grow; NDR will have the highest correlation to enterprise value than any other metric. And hence, CS becomes one of the most critical functions of the company as NDR is a CS only metric. CS should be given more agency in retentions, renewals, in ownership over selling to existing customers

8) His advise to other CS folks: Be able to build rapport, keep calm and be strategic to succeed in CS which is a people business.

And he is always open for mentorship and that is his greatest takeaway from everything he does.

 

This and a lot more in this amazing podcast!