Podcasts about CSM

I retroscena dei fatti più importanti degli ultimi 7 giorni in ItaliaL'inchiesta sul Ponte sullo Stretto. Così l'imprenditore «arruolava» i giudici contabili: «Vieni, ti presento tre top manager pubblici»Inchiesta sul Ponte sullo Stretto, Tommaso Miele si dimette dall'incarico al Csm. Indagato, lascia il ruolo di presidente del Collegio dei revisoriLe accuse contro Elisabetta Pellegrini, la «ministra ombra» dei Trasporti indagata nell'inchiesta Milano-Cortina

Catherine Blackmore has spent nearly two decades building the programs that wrap around technology, from the early days of customer success in 2007 to her current role as Group VP of Customer Programs and Employee Success at Oracle. In this episode she sits down with Justin to unpack what the discipline got right, what it got wrong, and what survives the shift to AI.Catherine makes the case that the high touch model was right all along. It buys a company time to build its moat. But the obsession with the golden record, bridging every data silo, and the red, yellow, green health score was a costly detour, because customers live in their own tools and every account ends up yellow anyway.From there the conversation turns to the question on everyone's mind. If agents can scale the work, what is left for humans? Catherine's answer is that human connection becomes the scarce, valuable thing, and the next generation of CS leaders will manage teams of agents while doing the relational work no agent can fake. She also reframes customer advocacy as the true end state of customer success, the double funnel where your strongest customers become your most believable salespeople.She closes with the career advice she is giving her son as he enters a reshaped workforce. Adaptability beats raw talent, the sum of your experiences equals your existence, and you should always watch the game within the game.What we get into: The high touch model and defending the moat Why the golden record and the red, yellow, green health score never delivered Human connection as the new scarcity model The CSM of the future leading a team of agents Customer advocacy and the double funnel Outcomes over seats and consumption Career advice for the next generation entering an AI-shaped workforceGuest: Catherine Blackmore, Group Vice President of Customer Programs and Employee Success, Oracle

In this episode, Guy welcomed returning guest White Eagle Medicine Woman Suraj Holzwarth to discuss the Crystal Skull Method (CSM), a hands-on energy modality described as a next-level, "quantum" evolution of cranial sacral therapy synthesizing ancient practices and working with 32 skull points and 32 body points. The method aims to activate the pineal, pituitary, thalamus, and hypothalamus for total health, longevity, and expanded consciousness, emphasizing intention, trauma integration, and ethical readiness as more "light" activates. Suraj explained the pineal gland's role in serotonin/melatonin, intuition, and spiritual connection, and describes CSM's use of dual-hand electromagnetic holding, breathwork to "decalcify" and expand "beams of light," grounding to regulate intensity, and practitioner finger/element techniques to balance heat and coolness. They also explored sacred geometry—especially the Sri Yantra and torus field—as a grid CSM builds around the skull and body. The episode included information about a nine-day CSM training in Port Macquarie, Australia (Nov 20–28, 2026) and directs listeners to whirlingrainbow.com. About Suraj: White Eagle is the founding director and Drum Keeper of the GrandMother Drum International Peace Project and the 501c3 non-profit Whirling Rainbow Foundation based in Homer, Alaska. She is internationally known as a shamanic healer, seer, trance-medium, author, speaker, teacher, ceremonial and performance artist of Native American and European ancestry. She has since traveled over a million miles touching a million people in 20 countries with the 7 ft, crystal inlaid, thundering heartbeat of the world's largest drum of its kind, Grandmother Drum, and promoting unity, peace, tribal reconciliation, and earth sustainability. Her award winning CDs include "Journey of the Heart", "Songlines of the Soul", "Living Waters of Grace" and "Holy Ground". She is the author of "The Magic Bundle" children's book, and "Songs of A New Earth" songbook. White Eagle is also the director and co-producer of the award winning documentary film "GrandMother Drum: Awakening the Global Heart", selected as the Top 20 Spiritual Films at the Tel Aviv Spirit Film Festival. She is the founder and director of the Rainbow Fire Mystery School (RFMS) operating in Alaska, Hawaii and Peru and has led thousands of shamanic workshops, ceremonies and training globally for over 35 years. Starting with the acclaimed "Language of One" and "Heart of One" online spiritual programs, White Eagle has now expanded the RFMS to over a dozen certified online shamanic training programs. She is also the creator, director and lead instructor of the certified shamanic methods of Balancing the Shields© Community Mother DrumKeepers Training© and The Crystal Skull Method©.In 2013, White Eagle launched the Global Blue Flame Planetary Grid ceremony, activating and renewing the earth's grid in a one day ceremony annually with 62 trained groups worldwide. Key Points Discussed:  (00:00) - The Ancient Method Designed to Activate Human Consciousness! (00:53) - Why You Need to Watch This One on Video (02:22) - The 15 Minutes That Sparked This Whole Episode (03:23) - 200 Crystals and a 7-Foot Drum (04:04) - "Wait, Is There an Actual Skull?" (04:32) - 32 Points That Reprogram Your Brain (06:42) - Reclaiming Your Birthright as Light (08:45) - 49 Days: The Reincarnation Clue in Your Skull (11:10) - The "Temple of Isis" Master Gland (12:47) - The Brain's Zero Point Science Can't Explain (13:07) - Why More Light Can Make You Dangerous (14:22) - The Shadow Work You Can't Skip (15:01) - Healing Trauma Without Reliving It (18:56) - What If Facing Trauma Felt Divine? (19:43) - The Two-Handed Method No One Else Uses (22:46) - What It Actually Means to Be Human (24:18) - From Homo Sapiens to "Homo Luminous" (29:15) - The 12,000-Year-Old Code Hidden in Your Head (34:50) - Building the Pyramid of the Sun in Your Brain (45:29) - What 9 Days in Australia Will Give You How to Contact Suraj Holzwarth:www.whirlingrainbow.com   About me:My Instagram: www.instagram.com/guyhlawrence/?hl=en Guy's websites:www.guylawrence.com.au www.liveinflow.co

All eyes on Budapest this weekend as the Women's EHF FINAL4 rolls into town. Reigning champions Györ are favourites but must overcome a Brest team at the end of an era and with recent history at this stage on their side, while Metz will look to overcome their semi-final hoodoo against CSM Bucuresti, buoyed by returning to the sport's pinnacle event. Aleksa Pavicevic joins us to preview the party. Anne Mette Hansen is heading to her eighth consecutive Women's EHF FINAL4 this weekend, a remarkable record for one of the most reliable players in the sport. Since reaching Budapest for the first time in 2018 and winning the title with Györ, she hasn't missed women's handball's biggest party. Just days before returning, Hansen speaks to us from Bucharest about a rollercoaster first season with CSM, helping them to break a quarter-final curse, her standout memories from her FINAL4 history with Györ and Metz and what it takes to come through the weekend with the title in hand.

20+ AI agents in daily production. 2.25M sessions. 614 meetings booked by a single agent. Millions of interactions across the stack. Amelia Lerutte, Chief AI Officer at SaaStr, and Jason Lemkin, Founder and CEO of SaaStr, take you behind the scenes of the AI agent stack running SaaStr every day, with live demos of the actual backends. In this session, they go deep on the top agents in production: 10K, SaaStr's AI VP of Marketing, built on Replit with 1,000+ commits in 4 months QB, the AI VP of Customer Success, managing 150+ customers end-to-end Annie, the AI Event Producer running saastrannual.com (46K+ lines of code) Amelia AI, the inbound agent on Qualified that booked 614 meetings and handled 402,000 chats for SaaStr Annual alone Agentforce, reviving the leads humans never followed up with Ava (Artisan) for warm outbound on the B leads humans won't touch Monaco for fully cold outbound that fills its own funnel with lookalikes You'll also hear the honest stories: the day Annie sent emails from a prohibited address, why Replit and Lovable versions of the same agent come to different conclusions, why the traditional CSM role is dead, and how headless Salesforce + Replit is the fastest path to your first real agent. The biggest takeaway: don't put AI on your A leads. Put it on the B leads your humans won't follow up with. That's where the real revenue is. Recorded live at SaaStr AI Annual 2026. Part of The Agents series.

Your CRM knows what happened. It doesn't know why—or what's about to happen next. That gap is costing revenue teams millions in preventable churn, missed expansion, and deals that slip away long before anyone saw it coming.In this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with Alok Shukla, CEO and co-founder of Funnel Story, to explore a new category of technology: the AI-powered revenue intelligence layer. Unlike traditional CRM dashboards that report on structured activity data in a single point in time, Funnel Story's patented composite model combines structured data (usage, revenue, activity), unstructured conversational data (calls, emails, notes), and third-party market signals—then reverse-engineers your full historical timeline to train itself from day one. Median deployment time: less than a day.Alok introduces the concept of “needle movers”—AI-detected early warning patterns that surface months before churn or expansion become visible to any human. He shares a compelling real-world example where signals from three different organizational levels (an executive conversation, a support ticket, and a CSM interaction) were silently pointing to competitive risk—patterns that only emerged because of historical churn analysis. Without the intelligence layer connecting those dots, the account would have been marked “healthy” right up until it churned.Drawing on his 20+ years in cybersecurity (McAfee, Intel Security, Imperva), Alok makes a powerful analogy: the Security Operations Center went from 80% people / 20% tech to nearly the inverse over 20 years—and that transformation is now coming for revenue and CS organizations. The leaders who will thrive are those who start thinking now about what it means to manage a fleet of agents rather than a team of reps.

What if the biggest opportunities in your accounts are being left on the table because you are treating champions like power users instead of strategic partners?In this episode, I'm breaking down the five specific ways top performing CSMs use champions to drive adoption, expansion, and renewals without carrying the entire account on their back.I'm sharing the exact plays I used throughout my CS career, why most CSMs are thinking about champions the wrong way, and how to turn your internal advocates into the people opening doors, influencing teams, and helping you protect revenue.You'll walk away knowing how to sound more strategic, create more momentum in your accounts, and stop feeling like you have to do everything yourself. If you're ready to become the kind of CSM that companies cannot afford to lose, hit play, and let's dive in.1:10 – Why most CSMs aren't set up to leverage champions (and it's not your fault)3:22 – The three must-haves that make someone a true champion, not just a coach6:47 – Turning your champion into a community builder with a simple Slack channel10:55 – Upleveling adoption by helping champions create a resource hub or wiki14:38 – Making your product stickier by baking it into new hire onboarding16:30 – Driving expansion with champion-led value stories that actually land21:44 – Teaching champions to talk ROI to crush renewal conversationsFREEBIES & RESOURCES:

In this episode of the Healthy Wealthy & Smart Podcast, Dr. Karen Litzy, PT, DPT welcomes Dr. Cortez Espinoza and Dr. Devin Morris. They explore the journey from their Rizing Tide scholarships and advanced training to navigating the financial realities of the PT profession. The discussion covers community building, mentorship, and strategic thinking, providing a comprehensive look at how physical therapists can shape a more equitable and impactful future.   Key Topics: How Rising Tide Scholarship creates community and leadership opportunities for underrepresented clinicians Differences between residency and fellowship – and why both are foundational for advanced clinical decision-making The financial landscape of PT education, including student debt, business challenges, and alternative income streams The significance of mentorship, advocacy, and policy involvement for career growth and systemic change Opportunities in direct access care, policy advocacy, media, and community engagement for young clinicians Practical strategies for aligning career choices with personal values, purpose, and long-term goals The role of holistic treatment approaches, lifestyle medicine, and lifestyle factors in patient care and clinician wellness   Timestamps: 00:00 - Introduction and background of guests from Rising Tide 02:05 - How Rising Tide shaped clinical and leadership development 04:07 - The community and ongoing support beyond scholarships 09:00 - Clarifying the differences between PT residency and fellowship 10:44 - Financial realities of PT education and career paths 13:05 - Residency and fellowship decision-making strategies 18:35 - Opportunities for impact and leadership in early career stages 25:00 - Addressing the financial burden on PT students and clinicians 30:30 - Insights on balancing financial stress, private practice, and side income 43:19 - Emerging opportunities in direct access and policy advocacy 55:42 - Resources for early career PTs and the importance of defining success 56:49 - Personal advice on purpose, staying true to values, and career resilience 58:00 - How to connect with Cortez and Devin and get involved with Rising Tide   Resources & Links: Rising Tide Foundation – community, scholarships, mentorship, advocacy The Talent Code by Daniel Coyle Andrew Huberman Labs Podcast   Connect with the Guests: Dr. Cortez Espinoza - LinkedIn Dr. Devin Morris - LinkedIn     More About Dr. Morris: Devon is a Board-Certified Orthopedic Clinical Specialist focused on working with high school and elite athletes in Atlanta, GA.  After earning her DPT while playing soccer at Ithaca College, she completed her orthopedic residency at Emory University, where she trained at the Atlanta Hawks Sports Medicine Complex.  During her residency, she contributed to research on post-ACLR jumping and landing mechanics and began her case study research on DVT detection in diverse populations. She went on to present that work at CSM and publish it in JOSPT Cases. Alongside her clinical work, Devon serves as an Adjunct Instructor for the South College and Tufts DPT programs and teaches continuing education courses for Team Rehabilitation. What sets Devon apart is her commitment to making research feel accessible. She translates complex orthopedic and sports PT concepts into clear, practical insights that clinicians can use right away. She is also building a community and tools for early-career therapists who are looking for guidance, support, and a sense of belonging in the field. More About Dr. Espinoza: Dr. Cortez Espinoza is an orthopedic physical therapist, educator, and coach focused on bridging the gap between clinical expertise and human empowerment. With advanced training in spine orthopedic care, he is passionate about leading clinicians to go beyond a purely biomechanical model to one that incorporates behavior change, education, and long-term impact. His work is driven by a mission to improve patient outcomes and the future of healthcare education. Jane Sponsorship Information: Book a one-on-one demo here Mention the code LITZY1MO for a free month   Follow Dr. Karen Litzy on Social Media: Karen's Instagram Karen's LinkedIn   Subscribe to Healthy, Wealthy & Smart: YouTube Website Apple Podcast Spotify SoundCloud Stitcher iHeart Radio

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.Most CS teams are stuck in a loop. Monitor the health score. Chase the red account. Run the QBR. Hope the renewal sticks. Adnan Rahman saw the loop. And broke it.As the Head of Customer & Partner Success at Paycor, Adnan manages 35,000 customer relationships across different segments with a team of nearly 100 CSMs. That kind of scale forces clarity fast. And what became clear? The problem was never the metrics. It was the conversation.In this episode, Adnan breaks down the value realization framework his team built from scratch that is now deployed across 28 enterprise CSMs and 17 mid-market CSMs, with a goal of 75% active success plans by year end. He gets into the exact discovery questions that replaced fear with candor, why executives are now showing up to meetings they used to skip, and how joint success plans replaced the product demo masquerading as a QBR.Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com. ---Timestamps0:00 - Preview & introduction1:17 - Meet Adnan Rahman & Overview of Paycor4:50 - The value realization framework explained7:07 - Do customers arrive knowing their outcomes?8:05 - Bob London's UBR method & the most disruptive questions CSMs ask9:06 - Implementing the framework & outcomes11:56 - How to build your own value framework from scratch16:31 - How Paycor is drawing insights & enhancing efficiency with AI 18:38 - Paycor's agentic future: renewals, expansions, risk20:40 - Paycor's learning & community inititative24:29 - Where Paycor CS is headed by year end---What You'll Learn- How to build a value realization framework- The exact disruptive questions that unlock executive conversations- What a joint success plan looks like vs a traditional QBRHow to connect every CSM touchpoint back to measurable business outcomes- How to ask about renewal without making it awkward- Where AI agents will hit CS teams first- What community looks like when answer engines exist- How to scale personalized outreach without scaling headcount---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Where to Find the GuestAdnan Rahman: https://www.linkedin.com/in/adnan-rahman-irvine/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

The people landing the best Customer Success jobs right now are not the ones applying to hundreds of roles.In this episode, I'm breaking down one of the biggest mistakes I see customer success job seekers making and why it's actually keeping them stuck longer. I'm sharing the real data behind what's helping people land interviews right now, why applying to more jobs is not the answer, and the four-step framework I teach my clients to help them land roles they're genuinely excited about instead of settling for something they'll regret eight months later.You'll walk away with a completely different perspective on what it actually takes to land a customer success job you love and how to stop treating your job search like survival mode when you don't have to. If you're ready to be more intentional, land better interviews, and stop settling for roles that are not the right fit, hit play and let's dive in.And if you want help figuring out how to land a Customer Success job that actually fits your goals instead of settling for the first offer that comes your way, apply for coaching HERE and let's build your strategy together.1:19 – Who should skip this episode and why urgency changes your job search playbook2:34 – How a common job search strategy traps people in constant cycles of settling6:36 – The surprising number of applications that actually leads to more interviews8:04 – The move almost all top job seekers use to land interviews faster11:02 – What sets apart the candidates who quickly move up after landing a new role13:02 – The four-part framework for running an intentional, high-success customer success job searchOTHER EPISODES YOU'LL LOVE:

Deborah Kaminetzky, a certified (PMP, CSM, LSSGB) business leader provides Project Management consulting, technology implementation and Fractional COO services to start-up and established companies. Along the way we discuss – the Journey (1:30), People First Project Plan (5:30), Project Discovery (11:30), Project Success (14:15), Project Complexity (17:30), the Risk Register (19:15), and Deborah's Memo (27:00).  Access help for your project @  DeFacto PM, LLC This podcast is teamed with LukeLeaders1248, a nonprofit that provides scholarships for the children of military veterans. Help us sponsor 5 scholarships for 2026. Send a donation, large or small, through our website @ www.lukeleaders1248.com, PayPal, or Venmo @LukeLeaders1248.  Music intro and outro from the creative brilliance of Kenny Kilgore. Lowriders and Beautiful Rainy Day. 

It's a bittersweet episode, as the CSM crew (Chris Hill, Sam Hornbecker, and Mallory Hayden) says so long...for now. In this episode, the trio recaps their respective senior years, reflect on their City of Lebanon intership, and look ahead to the next chapter. We wish Mallory, Sam, and Chris the very best...and hope they keep in touch. 

Petroleum is a complex mixture of many compounds. Regulatory and technical guidance documents commonly focus on the hydrocarbon components of that mixture, or perceived risks that they present. However, focusing on a specific area of concern often causes practitioners to overlook other aspects of a release. For example, concerns related to exposure to total petroleum hydrocarbons (TPH) risks may be overlooked while pursuing concerns related to light non-aqueous phase liquid (LNAPL) recovery or petroleum vapor intrusion (PVI). This class is designed to provide a basic overview of hydrocarbon behavior in the subsurface and how to scientifically assess concerns arising from the release of petroleum products into the environment. It will highlight key issues that help identify and manage TPH, LNAPL, and PVI risks together. Key concepts will include: Fundamentals of petroleum hydrocarbonsPetroleum chemistryHow TPH, LNAPL, and PVI are relatedBuilding an integrated conceptual site model (CSM) What is a CSM…what is its purpose?When is a CSM complete?Identifying and managing the risks from petroleum hydrocarbonsDefining LNAPL risks based on acute, saturation, composition, or aesthetic concernsEmphasize the importance of biodegradation in risk management decision makingHow to select remedial goals and remedies that align with your goals This course is based upon three separate Guidance Documents developed by ITRC that address the course content in detail:Light Non-Aqueous Phase Liquid (LNAPL), LNAPL Site Management: LCSM Evolution, Decision Process, and Remedial Technologies (LNAPL-3) Petroleum Vapor Intrusion (PVI), Fundamentals of Screening, Investigation, and Management (PVI-1) Total Petroleum Hydrocarbon (TPH), TPH Risk Evaluation at Petroleum-Contaminated Sites (TPHRisk-1) To view this archive online or download the slides associated with this seminar, please visit http://www.clu-in.org/conf/itrc/Hydrocarbons_051926/

Sam Slevin, Global SVP of Customer Success at AlphaSense, joins Sam Jacobs, AJ Bruno, and Asad Zaman on the AI-era customer success playbook. Topics include why service is the differentiator over the next 2 to 3 years, the case for customer success owning a revenue number from day one, the gap between finance's productivity targets and real-life capacity. Plus, the origins of customer success, why consumption-based pricing can quickly become a trap, and a bull-versus-bear debate on whether HubSpot can get back to a $20 billion market cap. In short... big episode! Key Takeaways: - After 17 years building customer success teams, Sam Slevin doesn't entertain the "should CS own a number" debate. As Sam Slevin, Global SVP of Customer Success at AlphaSense, put it: "in my 17 years of, of customer success and leadership within customer success, that has never actually been a debate for, for me. I, I would never take a role that doesn't have revenue focused and like impact owning a number, calling your forecast from day one." His standing practice when he joins a new company: build a top-down and bottoms-up forecast on day one and validate it the same way sales does. - Slevin's central thesis is that AI raises the floor on automation while service becomes the upside lever for the next 2 to 3 years. As Slevin put it: "I don't think there could be a more exciting time to be in customer success where service feels like it could be the major differentiator over the next 2 to 3 years." The CS team that listens carefully, builds deep relationships, and meets customers where they are wins the renewal and the expansion. - The hardest tension in CS productivity is the gap between what finance models demand and what individual accounts actually support. As Slevin put it on his approach: "I definitely want to increase productivity in ARR per AM. What's interesting is I feel like there's a finance model and then there's a real life model… finance will say we need $15 million per AM." The leader's job, Slevin argues, is to find the 10% operational drag (AM-to-AE handoffs, billing friction, segmentation gaps) and remove it to close the gap. - On HubSpot's path back to $20 billion, AJ Bruno takes the bullish side based on customer behavior signals. As AJ Bruno, CEO at QuotaPath, put it: "And the fact that they've gone horizontal, um, now I know that there are like 70% of their customers are still looking for answers for HubSpot of what AI needs to look like, and they haven't let the opportunity yet pass them by, but it's getting shaky right now." Sam Jacobs took the bearish side, citing structural challenges and faster-moving AI-first competitors.   Connect with the Hosts & Guests: Host: Sam Jacobs, CEO at Pavilion - https://www.linkedin.com/in/samfjacobs/ Host: AJ Bruno, CEO at QuotaPath - https://www.linkedin.com/in/ajbruno3/ Host: Asad Zaman, CEO at Sales Talent Agency - https://www.linkedin.com/in/azaman1/ Guest: Sam Slevin, Global SVP Customer Success at AlphaSense - https://www.linkedin.com/in/sam-slevin-9b2ba21b/   Topline is more than a YouTube Channel: Subscribe to Topline Newsletter: https://toplinemedia.substack.com/ Tune into Topline Podcast, the #1 podcast for founders, operators, and investors in B2B tech: https://www.joinpavilion.com/topline-podcast Join the free Topline Slack channel to connect with 600+ revenue leaders to keep the conversation going beyond the podcast: https://www.joinpavilion.com/topline-slack Chapters: 00:00 Introducing Sam Slevin 03:13 Customer Success in the AI Era 04:28 Should CS Own a Number? 07:43 Gross Retention vs. Growth 11:02 The Number-Owner Premium 14:37 Service as the AI-Era Moat 22:19 Productivity Per Person 26:34 Vendor Spend and AI Voice Modes 35:12 Reimagining GTM Roles 38:51 Quiz Pro Quo 45:38 Seat to Usage-Based Pricing 50:12 Pricing AI Like a Meter 55:43 CSM vs Salesperson Comp Gap 58:43 Bulls and Bears

durée : 00:03:18 - Dans le prétoire - Un vice-procureur de Bobigny comparaît en audience disciplinaire du Conseil supérieur de la magistrature pour avoir consommé des drogues de synthèse. Le ministre de la Justice réclame une mutation d'office à son encontre. - invités : Jean-Philippe Deniau Journaliste au service police-justice Vous aimez ce podcast ? Pour écouter tous les épisodes sans limite, rendez-vous sur Radio France

You're not getting rejected because you are unqualified. You're getting rejected because you are playing the job search game the same way everyone else is.In this episode, I'm sitting down with Michael, who applied to nearly 1,000 Customer Success jobs without landing a single interview. We unpack the exact shifts that finally changed everything, from the networking strategy that started getting hiring managers to respond to the mindset changes that helped him stop “pre-failing” before interviews even started. Within six months, he landed not one but two CS jobs using a completely different approach.You'll walk away with a clearer understanding of what is actually working in today's CS job market and how to stop wasting time on strategies that are keeping you stuck. If you are ready to finally start getting interviews and feel confident in your job search again, hit play and let's dive in.And if you're exhausted from applying to jobs and getting ghosted, apply for 1:1 coaching HERE and let's change the way you approach your job search.2:12 – Why applying to a thousand jobs got zero interviews and led to burnout7:22 – What made investing in coaching the turning point for building confidence and community9:41 – How shifting from resume tweaks to direct networking created instant momentum13:17 – Why modern job search networking is smarter than awkward meetups18:31 – How applying to fewer jobs but following up strategically leads to better results22:14 – Landing two customer success jobs in under 45 days using the networking-first strategyFREEBIES & RESOURCES:

Hey CX Nation,In this week's episode of The CXChronicles Podcast #281, we welcomed Carl Lenocker, Senior Customer Success Executive at Splunk, based in San Francisco, CA. He is also the Chief Unicorn at Rockstar Unicorn Consulting. Carl has an interesting story as he's a a top-1% Customer Success Executive ($50M ARR) who built a career by owning relationships, telling the truth early, and tying outcomes to dollars—not dashboards.He's also the author of Success Plan for Life, where he breaks down how the same principles used to protect multi-million-dollar enterprise accounts can be applied to career, wealth, love and long-term leverage.In this episode, Carl and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team think through on a daily basis to build world class customer experiences.**Episode #281 Highlight Reel:**1. What it takes to be a top 1& CSM 2. Bringing CX & customer success into your future investments3. Where are things headed for CS in the next 1,000 days?Click here to learn more about Carl LenockerClick here to learn more about SplunkHuge thanks to Carl for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & contact center space into the future. For all of our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new members of the "CX Nation". You know what would be even better?Go tell your friends or teammates about CXC's custom content, strategic partner solutions (Hubspot, Intercom, & Freshworks) & On-Demand services & invite them to join the CX Nation, a community of 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's top-performing customer focused companies? Thanks to all of you for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles TodayTweet us @cxchroniclesCheck out our Instagram @cxchroniclesClick here to checkout the CXC websiteEmail us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Walking Home from the ICU Translating the ICU with Stephen Ramsey Part 2: ICU Case StudyGuest: Stephen Ramsey, PT In Part 2 with Stephen Ramsey, physical therapist and ICU mobility expert, the discussion dives into a complex cardiothoracic ICU case Stephen presented at APTA's CSM conference. Using the MENTOR framework, Stephen walks through how rehab clinicians should approach critically ill patients — from chart review to interdisciplinary communication to real-time clinical decision-making.A structured approach for PT/OT clinical reasoning in the ICU:M – Map the Story: Thorough chart review and understanding the patient's full historyE – Expose the Unknowns: Identify gaps and questions before entering the roomN – Narrate Your Reasoning: Verbalize your clinical thinking to colleagues and the medical teamT – Test the Theory: Treat PT/OT as an assessment, not just an intervention — mobilize to observe physiologic responseO – Observe for Signals: Monitor real-time hemodynamic and respiratory responsesR – Review with the Team: Debrief after every session, whether it went well or notStephen walks Kali and the audience through a real case study using the MENTOR framework.

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.Rob Edmondson, CCO at Ironclad - an AI contracting platform - brings a military-grade operating philosophy to customer outcomes: mission first, people always.In this episode, he breaks down what happened when his team used AI to predict churn — and why the results blew up their assumptions about what "good adoption" actually looks like.Rob reveals how down-market customers who adopted AI features too early actually churned more, why enterprise renewal patterns look nothing like daily usage. He also gets honest about the governance-vs-freedom tension every leader is navigating with AI tools right now.---Timestamps0:00 - Preview & introduction1:40 - Meet Rob Edmondson, CCO of Ironclad4:01 - Rob's career origin story5:03 - "Mission first, people always" - leadership from the military9:15 - How Rob enables a people-first culture across his teams11:05 - Using AI internally to predict churn & the surprising findings14:22 - Building a four-stage maturity model from churn prediction data16:35 - The AI vibe check: governance vs. freedom balancing act20:20 - Can you mandate AI usage? 21:57 - Tying every AI agent to an OKR22:40 - Ironclad's OKRs & Driving AI feature adoption---What You'll Learn- How Ironclad built an AI model that predicts churn six months out- The difference between enterprise and SMB "digital signatures" of healthy customers- How to build a four-stage customer maturity model with measurable adoption gates- Why Rob ties CSM compensation to stage-progression KPIs, not activity metrics- What "mission first, people always" means when translated from the military to SaaS- How Ironclad balances AI governance with giving teams freedom to experiment- What an AI roadmap looks like when every agent is tied to an OKR---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Where to Find the GuestRob Edmondson: https://www.linkedin.com/in/redmondson/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

What if the reason you're not getting promoted has nothing to do with your performance and everything to do with how you are positioning it?In this episode, I'm walking you through a simple four-step framework to build a business case that actually makes it hard for your company to say no. I dive into how to connect your work to what leadership cares about, how to prove your impact with real numbers, and how to think about your promotion like a strategic decision, not a hope. I also get into what most people miss when it comes to stakeholder buy-in and skill growth.You'll walk away knowing exactly how to position yourself as the obvious next choice. If you're ready to stop waiting and start making your promotion inevitable, hit play and let's dive in.And if you are tired of waiting to get promoted and want a clear strategy to position yourself as the obvious next choice, apply for 1:1 coaching HERE and let's build your business case together.01:52 – Why waiting for your promotion usually doesn't work04:13 – How business impact wins over personal goals every time06:36 – Proving your value with numbers even without perfect data09:43 – Mapping key stakeholders to get your promotion approved12:39 – Building your growth playbook before you ask for a raise17:24 – Using this framework to land higher roles in interviewsFREEBIES & RESOURCES:

What does it take to have the best brand presence at the largest physical therapy event in the country?Recorded live at CSM, Will Humphreys sits down with Michelle and Dave from Highbar Physical Therapy, a company that has quietly built one of the most distinctive, people-first cultures in the PT industry. From sparkly orange bomber jackets to a booth that radiates energy, Highbar isn't just different for the sake of it. They're different on purpose.In this episode, Michelle and Dave break down the four core values that run through every hire, every clinic, and every patient interaction — and share why culture is the last true differentiator in a commoditized healthcare industry.Whether you're a new grad trying to find your tribe, a practice owner wondering why growth feels flat, or a clinic director trying to prevent burnout on your team — this conversation will change the way you think about your practice.What you'll learn:Why Highbar chose orange, and what color psychology has to do with patient experienceThe four values that every Highbar clinician can recite by heartWhy "grow forward" is not the same as "get bigger"How to build roadmaps (not rule books) for your teamWhy burnout is an employer problem, not a generational oneWhat it means to lead the way when everyone else is playing it safe Connect with Highbar Physical Therapy: Website: highbarhealth.com Student Affiliations & Professional Development: reach out via their websiteIf this episode resonated with you, share it with a PT student or clinic owner who needs to hear it. The tide rises for all of us when we lead with love.Send us Fan MailVirtual Rockstars specialize in helping support or replace all non-clinical roles.Learn how a Virtual Rockstar can help scale your physical therapy practice.Subscribe here to our completely free Stress-Free PT Newsletter for your weekly dose of joy. 

Why do you walk out of interviews thinking you nailed your answers… but still don't get the offer?In this episode, I'm breaking down the seven mistakes I see candidates make when answering tell me about a time questions and why their stories just aren't landing the way they think they are. I'll show you what's actually going wrong inside your answers, what hiring managers are really paying attention to, and how to fix your stories so they feel clear, structured, and impactful without overthinking every word. These are the exact shifts I teach my clients to help them stand out in a crowded interview process.You'll leave knowing how to turn your experience into answers that feel confident and convincing instead of scattered or forgettable. If you want to walk into your next interview knowing exactly how to answer any question with confidence, hit play and let's dive in.And if you're tired of your interview answers falling flat and costing you offers, apply for coaching HERE and let's turn your stories into answers that actually get you hired.2:22 – Why leaving out numbers in your interview stories causes interviewers to underestimate your impact6:21 – How jumping straight into tactics without sharing what's at stake makes your story less compelling8:38 – When you spend too much time on context, you risk losing the interviewer before you get to your actions10:48 – Why giving a general approach instead of a specific example makes it seem like you're not listening12:42 – The habit of saying “we” instead of “I” in your stories causes interviewers to question your ownership14:25 – When your interview answers go over two minutes, you lose attention and risk not being put in front of customersFREEBIES & RESOURCES:

In this episode, host Ken Vinacco is joined by CSM 2026 DD SIG Poster Award winner Paria Darbandsari. They discuss her study on the effects of telerehabilitation on Parkinson's Disease including what telerehabilitation methods have been studied, and what potential benefits it may have. If you are interested in expanding access to care, especially for those with Parkinson's, this episode may be for you!  For questions about this podcast, please contact neuroddsig@gmail.com.  Show notes available: https://app.box.com/s/szjm5tofml6oxssu3teik8jddp8yysr8

Project management certifications have become the industry's favorite shorthand for competence—but what are they actually signaling? In this candid panel, Galen Low sits down with Crystal Richards, Dave Prior, and Karthick Nivas Ramdoss to unpack what certifications do (and just as importantly, what they don't). From PMP to CSM to emerging AI-focused credentials like CPMAI, the conversation cuts through the alphabet soup and gets to the real question: are we hiring for capability, or just filtering for compliance?What emerges is a more uncomfortable truth. Certifications can open doors, create shared language, and signal commitment—but they're also being misused as blunt instruments in hiring systems that are already overwhelmed. The result? Talented people get filtered out, hiring managers get false confidence, and organizations end up chasing “unicorn” candidates that don't exist. This episode is a reality check—and a practical guide—for anyone trying to make smarter decisions about project talent.Resources from this episode:Join the Digital Project Manager CommunitySubscribe to the newsletter to get our latest articles and podcastsConnect with Crystal, Dave, and Karthick on LinkedInVisit MindsparQ, The Agile Network, and PMICheck out these books:PMP Exam Prep For Dummies (2nd Edition) By Crystal RichardsNo One Is Coming to Save You: The Power-Ups to Help Surf the Chaos By Dave Prior

Music from: Haggis Rampant, Rusty Mudd, Blackjacks n' Blarney, Phoenyx, Thyme Awaye, Bocca Musica, Rovers Way, Saxon Moon, Whiskey Bards, Celtica Fae, Empty Hats, Wolgemut, Chuckawalla Rhythm Kings, Merry Mischief, Stary Olsa, Jack Salt and the Captain's Daughter, Waking Guild, Celtic Stone, Dragon of Wortley, Vicki Swan & Jonny Dyer, The Pride of Ireland, Pat Razket VISIT OUR SPONSORS Bawdy Podcast Happy To Be Coloring Pages RESCU The 27 Patrons of the Podcast The Ren List SONGS Song 01: High Road to Gairloch,Brown Haired Maiden by Haggis Rampant from Trì www.haggisrampant.com Song 02: Johnny Jump Up [35] by Rusty Mudd from The Darkling Road www.facebook.com/rusty.mudd.1 Song 03: Hills of Connemara [01] by Blackjacks n' Blarney from Bite Size www.twitter.com/bnbpyrates Song 04: Cat and the Fiddle by Phoenyx from Keepers of the Flame https://www.prometheus-music.com/product/keepers/ Song 05: Highland Harry by Thyme Awaye from Thyme Awaye Song 06: Mingulay Boat Song [03] by Bocca Musica from Finally Legal (Live) www.boccamusica.com Song 07: Best Damn Life by Rovers Way from The Journey www.roverswaystudios.com/ Song 08: Celebration Of Kings by Saxon Moon from Forged www.facebook.com/saxonmoonmusic/ Song 09: Land Of The Sun by Whiskey Bards from Women, Whiskey & War www.facebook.com/whiskeybards/ Song 10: Galway Girl [02] by Celtica Fae from Debut Album www.facebook.com/CelticaFae/ Song 11: Scattery Island Slide, Jig Of Slurs by Empty Hats from 5 [Five] www.emptyhats.com Song 12: Csm 166 by Wolgemut from Momento www.wolgemut.net Song 13: Men Of Worth by Chuckawalla Rhythm Kings from No Bedrolls Or Backpacks www.chuckawallark.com Song 14: Black Fox [02] by Merry Mischief from Heroes & Rogues www.merrymischief.net Song 15: Hrunvaldskaja Bitva (Grunwald Battle of 1410) by Stary Olsa from Kola Rycerska www.staryolsa.com/en/home.html Song 16: Jackets Green by Jack Salt and the Captain's Daughter from Bring Us a Barrel www.jacksalt.bandcamp.com Song 17: Fireside by Waking Guild from In the House of the Goat Song 18: John Barleycorn [01] by Celtic Stone from Celtic Stone UNKNOW WEBSITE Song 19: Jilli Barleycorn by Dragon of Wortley from Silver in the Coffer www.facebook.com/Dragon-of-Wortley-1461861304050060 Song 20: Medieval Contra by Vicki Swan & Jonny Dyer from Sleep Deprivation http://swan-dyer.co.uk Song 21: The Bodhran Song [02] by The Pride of Ireland from Water, Hops, and Grains www.theprideofireland.com/ Song 22: Night of O'Malley by Pat Razket from Hymns from the Abyss https://patrazket.se/ Song 23: Wild Mountain Thyme [26] by Luku the Mad Skald from Pissed Drunk and Pissed Off www.lukuthemad.com Song 24: Parting Glass [22] by Fiddler's Tales from Waddles From The Sea HOW TO CONTACT US Please post it on Facebook https://www.facebook.com/renfestmusic Please email us at renfestpodcast@gmail.com OTHER CREDITS Thee Bawdy Verson https://renfestbawdypodcast.libsyn.com/ The Minion Song by Fugli www.povera.com Valediction by Marc Gunn https://marcgunn.com/ HOW TO LISTEN Patreon https://www.patreon.com/RenFestPodcast Apple https://podcasts.apple.com/us/podcast/renaissance-festival-podcast/id74073024 Spotify https://open.spotify.com/show/76uzuG0lRulhdjDCeufK15?si=obnUk_sUQnyzvvs3E_MV1g Listennotes http://www.listennotes.com/podcasts/renaissance-festival-podcast-minions-1Xd3YjQ7fWx/

Host Brad Ferland 9:00 to 10:00U.S. ARMY COMMAND SERGEANT MAJOR RAYMOND MYERSSenior Enlisted LeaderCSM Raymond J. Myers enlisted into the Vermont Army National Guard on 11 July 1983. He entered Basic Training at Fort Sill, Oklahoma. CSM Myers' assignment history include Cannon Crewman and promoting to 1SG in C Battery 1/86 Field Artillery Burlington, Vermont (1983-2004), 1SG Headquarters 1/86 FA Williston Vermont (2004-2007), 1SG HHC 86th IBCT to include a Deployment to Afghanistan (2009-2013), CSM 86th Troop Command (2014-2019), CSM Garrison Support Command (2019-2022), Vermont Army National Guard CSM (2022- Current). 10:00 to 10:30Christine.WernekeUVM Health - Home Health & HospiceUVM Health - Home Health & Hospice is a nonprofit organization providing home-based nursing, rehabilitation, hospice, and family care services throughout Chittenden and Grand Isle counties. They serve over 5,000 individuals annually, offering 24/7 care for chronic conditions, post-surgical recovery, palliative care, and end-of-life care.  10:30 to 11:00Matt Cota - Meadow Hill Consulting Montpelier updates

What if one message could instantly get you into a final round interview?In this episode, I'm breaking down the real story of how one senior CS leader went from getting rejected in final rounds to landing a Director role in under 60 days. I'll show you the exact move that got her into a final round interview when she was completely overlooked, and the subtle shift that helped her turn objections into a yes. This is not about working harder, it is about thinking differently.If you want to stop getting passed over and finally start landing offers, hit play and let's dive in.And if you're done getting so close to offers but still missing out, apply for 1:1 coaching HERE and let's fix what's actually holding you back.00:43 – The one thing that changed everything for Kelly's job search as a senior CS leader04:53 – Why strategic outreach matters way more than resume tweaks in landing interviews06:47 – How a simple outreach message made Kelly the third candidate in a final round, even after the role seemed closed09:14 – Identifying and crushing objections before they become reasons not to hire you in senior-level interviews11:26 – The difference between just acknowledging a skill gap and actually showing how you'll close it for the hiring manager15:08 – The two learnable skills that turn job searches aroundFREEBIES & RESOURCES:

Tune in to the lastest episode of the CSM Podcast as we are joined by Community Relations and Communications Manager Jeff Wagner. In this segment we cover topics concerning Flour Construction and their progress on the Lilly project being built right here in Lebanon. Join us as we discuss the behind the scenes of Fluor Construction, saftey proceedures, work force managment, and what is takes to create a billion dollar development. Thank you for your support and be sure to catch any upcoming CSM episodes!

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.---Timestamps0:00 - Preview & introduction1:40 - Meet Brady Bluhm (Gainsight) & Diane Wu (Google)3:00 - Diane's role: Google Cloud Security & the post-sales mission5:25 - The shift from access to curation8:28 - Brady: how AI is changing CSM onboarding and memory10:55 - Are you saving time or just doing more? 12:34 - How AI changes coverage models and the 1:many CSM ratio18:00 - Diane's tactical playbook for running parallel customer analyses 22:05 - Brady's "can I do this with AI?" framework and skill-building loop24:00 - How much time should you spend tuning your AI setup?26:31 - Why your top CSMs are the hardest to get on new AI tools31:21 - LLMs will become the new workspace32:59 - Two-phase LLM adoption and why the UI is going away34:15 - Closing 2-year-old CTAs with one prompt37:47 - 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 GuestsDiane 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/

What if the only thing standing between you and a higher offer is how you negotiate it?In this episode, I'm breaking down the 8 negotiation mistakes I see customer success job seekers make that quietly cost them thousands. We're getting into when to actually negotiate, how to handle that first salary question without boxing yourself in, and the overlooked levers you can pull beyond base salary that most people miss.If you want to approach your next offer with confidence, use real leverage, and stop leaving money on the table, hit play, because one of these mistakes? You're probably making it without even realizing.04:09 – When to negotiate that will give you the most leverage05:22 – How to answer phone screen salary questions10:50 – What else you can negotiate besides your salary16:14 – Why respectful negotiation won't cost you the offer and exposes red-flag companies18:31 – Why you shouldn't skip applying for jobs with low posted salary ranges (even though they are negotiable)FREEBIES & RESOURCES:

What if the reason you're stuck in your job search… is because you're not actually searching at all?In this episode, I'm breaking down why “passively looking” isn't a strategy (it's a comfort zone), why handing your resume to a recruiter won't magically land you opportunities, and the subtle mindset shift that's keeping you stuck way longer than you need to be. I'll walk you through what an actual job search looks like and why it's probably a lot simpler (and more doable) than you think.By the end, you'll see exactly where you've been spinning your wheels and what to do instead to start creating real momentum. If you want to stop “passively looking” and start landing real opportunities that actually move your career forward, hit play and let's dive in.And if you're ready to stop “passively looking” and start running a job search that actually gets results, apply for coaching HERE and let's build a strategy that moves you forward.02:49 – Why Being “Open to Opportunities” Isn't a Real Strategy03:42 – Passive Job Searching as a Coping Mechanism (and Why It Keeps You Stuck)05:47 – The Critical Flaw in Thinking Being Selective Means You Should Be Passive08:03 – Why Relying on Recruiters Won't Land You Your Next Role10:18 – What an Active Job Search Actually Looks Like (And Why It Doesn't Have to Be Exhausting)11:28 – How to Be Selective AND Strategic: The Three-Ingredient Formula14:23 – Why the “Passive” Job Search Is Dead and What to Do Instead15:36 – What It's Costing You to Stay Passive in Your Job SearchFREEBIES & RESOURCES:

In conversation with CSM graduate designer Anna Filzmoser on the Other MA Fashion Show and why they did it, Anna's collection and unique creative process, upcycling and how she considers materials, thoughts on the current state of fashion and how that influences her, the importance of social media to young designers, the biggest takeaway studying at Central Saint Martins, hopes for the future of fashion and so much more

Walking Home from the ICU PodcastTranslating the ICU with Stephen Ramsey — Series 1, Episode 1Episode SummaryKali Dayton officially welcomes Stephen Ramsey — CVICU physical therapist, creator of the Ramsey Protocol, and lead author of the ELSO guidelines — as the newest member of the Dayton ICU Consulting team. In this kickoff episode of Translating the ICU, Kali and Stephen explore why physical therapists and occupational therapists are often rotating generalists in the ICU rather than dedicated specialists, and what needs to change to elevate rehab's impact on critically ill patients.Key Topics Covered​Introducing "Translating the ICU" — a new podcast series focused on physiology, pathophysiology, and critical thinking applied to real and theoretical ICU case studies​CSM 2024 recap — Stephen's talks on redefining PT's role in the ICU and point-of-care ultrasound; Kali's panel on what early mobility should actually look like​The case for dedicated ICU rehab staffing — why rotating therapists undermine momentum, relationships, and patient outcomes​PT/OT education gaps in critical care — invasive hemodynamics, pharmacology, diagnostic imaging, and ventilator management are largely absent from training​Competency vs. potential — why redefining practice standards matters more than questioning individual intelligence or capability​Mobility as a physiology test — Steven's framework for PT as "physiology tester," using mobilization to generate clinical data and drive medical decision-making​Johnson 2019 data — dedicated CVICU PT/OT staffing increased from 2 to 4 clinicians → ICU length of stay decreased by 3.6 days​The 2025 meta-analysis (60+ RCTs, ~8,500 patients) — timing matters more than intensity in early mobility​Ventilator management and SBTs — why PTs need to understand spontaneous breathing trials and provide physiologic feedback before extubation decisions​Building trust on the ICU team — demonstrating competency through relationships, not just credentials​Barriers facing revolutionists — fear of mistakes, leadership pressure, staffing rotations, and how to push forward anywayResources & People Mentioned- Steven Ramsey — @ThePOCUSPT | The Ramsey Protocol | ELSO Guidelines​Kali Dayton — DaytonICUConsulting.com​Christina Perme's ICU Rehab Course​Heidi Engel & Jenna Hightower​Johnson 2019 CVICU staffing study​2025 early mobility meta-analysis (60+ RCTs)Connect & Work With Us​Consult with Kali on transforming your ICU's sedation and mobility practices → DaytonICUConsulting.com​Coaching with Stephen Ramsey — one-on-one or team sessions for ICU rehab staff → www.DaytonICUConsulting.com and @ThepocusPT​Online courses — coming soon from both Kali and Stephen​Critical care ultrasound course for ICU clinicians — available now at ThePocusPT.comFollow Kali on Instagram for open discussion, anonymous Q&A, and cross-disciplinary ICU conversations.

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.---Timestamps0:00 - Preview & Introduction1:25 - Meet Ghazi Masood & Overview of Replit4:40 - Building the GTM infrastructure7:30 - How anyone at Replit can build internal tools9:00 - Managing chaos when everyone becomes a creator12:40 - Enterprise security & governance guardrails15:47 - Are Cursor, Claude & OpenAI real competitors?18:10 - Usage-based pricing explained19:17 - Post-sales strategy for non-technical users23:53 - Hiring 200 people in 12 months24:40 - The future of SaaS26:56 - SMBs replacing Workday and Tableau with Replit30:40 - Lessons from Auth0 and Retool32:32 - 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 MasoodLinkedIn: 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/

What actually separates a great Senior CSM from someone who's ready to lead a team, and why does that jump feel so much harder than it should?In this episode, I'm breaking down the real gap no one talks about when stepping into people leadership and why being exceptional at your role isn't the same as being ready to manage others. I'll walk you through the mindset shifts, skill gaps, and behind-the-scenes expectations that quietly determine whether you get promoted or passed over.If you're ready to stop feeling overlooked and start positioning yourself like a future leader, this will show you what to focus on next. Hit play and let's dive in.And if you're ready to bridge the gap and position yourself as the obvious next leader, apply for coaching HERE and let's map out your next move together.01:33 – Why Moving from Senior IC to Leadership Feels Impossible and Why It Isn't Your Fault03:16 – Why Waiting For An Internal Promotion Can Keep You Stuck05:16 – How Targeting Early-Stage Or Founding CSM Roles At Startups Can Be Your Ticket To Player-Coach and Leadership Positions (If You Find The Right Fit)07:41 – How to Identify Real Player-Coach Opportunities (and Avoid the Trap Roles)14:37 – The Must-Have Experiences to Compete for Startup CS Leadership Roles17:19 – How to Position Yourself as the Solution Startups Are Actually Searching ForFREEBIES & RESOURCES:

Show Notes  What does acute care physical therapy look like when you step outside your hospital and into a national conversation? In this special solo-hosted episode, Dr. Leo Arguelles takes listeners on the floor at APTA's Combined Sections Meeting (CSM), capturing real-time conversations with clinicians, leaders, and innovators across the profession. Through a series of candid, unscripted exchanges, this episode highlights the energy, ideas, and evolving perspectives shaping acute care today. From discussions on professional identity and clinical growth to reflections on where acute care fits within the broader rehabilitation landscape, a common thread emerges: connection drives progress. These conversations reveal how clinicians are thinking differently about their roles, advocating for their patients, and pushing practice forward in meaningful ways. Rather than focusing on a single topic, this episode offers a mosaic of insights—each voice adding depth to the bigger picture of acute care practice in 2026. Whether you attended CSM or not, this episode brings the experience to you—capturing the momentum, curiosity, and shared purpose that define our profession. Today's Guests: Numerous CSM 2026 Attendees

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.---Timestamps0:00 - Preview & Introduction1:10 - Cassie's journey from being a CSM to RVP4:15 - What's changed in CS over the last 6 years6:13 - Why measuring customer value is still broken9:35 - Why monday.com doubled time with customers12:37 - The rise of the “agent manager” CSM14:07 - Scaling CS with AI vs human touch16:47 - Why CSMs are more commercial than sales18:10 - Challenges of shifting to revenue ownership19:30 - Why CSMs should think commercially & not trust health scores21:50 - Stop being a generalist: career advice23:26 - AI fluency as the #1 priority for 202625:25 - 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 VaughnLinkedIn: https://www.linkedin.com/in/cassiebrown/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

Mass applying to jobs might feel productive, but what if it's actually the exact reason you're not getting hired? Because after a year of digging into the data, talking to recruiters, and studying how these systems really work, I can tell you, this strategy is doing more harm than you think.In this episode, I'm breaking down what actually happens when you use mass apply tools and why they can get your resume filtered out before a human even sees it.I'll walk you through how this approach makes you look to hiring managers, the hidden ways it's hurting your positioning, and the long-term career damage most people never even consider. And more importantly, I'll show you what's actually working right now, backed by real client data.If you're tired of hearing crickets after hitting submit, this will completely reframe your approach. Hit play because the fix might be simpler (and more strategic) than you think.And if you're stuck in the apply-and-hear-nothing cycle, apply for coaching HERE and let's build a strategic job search that actually gets you interviews and results.00:44 – Why Mass Applying to Jobs Is Sabotaging Your Career (and Not Solving Your Job Search)02:25 – How Targeted, Quality Applications Lead to Faster Hires and Promotions06:31 – Why Recruiters Filter Out Mass Applicants (and How to Avoid the “Lazy Candidate” Label)11:28 – The Cost of Landing the Wrong Job: Why Shortcuts Lead to Short Tenures18:38 – Are Job Search Services Actually Helping or Just Getting You Flagged?21:01 – Your Next Job Is the Next Chapter. Here's How to Make It CountFREEBIES & RESOURCES:

What if the reason you're not landing interviews isn't your experience, but your strategy? In today's episode, I'm sharing the story of Junior, a Customer Success Manager who applied to over 1,000 jobs across 2.5 years and had almost nothing to show for it except a handful of interviews.In this client spotlight episode, we unpack exactly what changed when he stopped using the “spray and pray” approach and started approaching his job search with a completely different strategy. We talk about the mindset shifts that helped him move past anger and rejection, the resume changes that suddenly unlocked interviews, and the outreach strategy that helped him connect directly with hiring managers instead of getting lost in the applicant pool.The result? He went from averaging one interview a month to multiple interviews in just a few weeks and signed a job offer in about 90 days.If you're ready to stop sending out endless job applications and finally understand what actually gets results in a competitive job market, hit play to hear the strategy shift that made all the difference.And if you're tired of applying to jobs and hearing nothing back, apply for coaching HERE and let's fix your strategy together.00:28 – Why "Spraying and Praying" Your Resume Leads to Burnout, Not Results02:54 – The Emotional Toll of Layoffs and Why Mindset Shifts Are Critical for Job Search Success05:16 – How Applying to Over 1,000 Jobs Led to Only 20 Interviews (and What Had to Change)11:02 – The Game-Changing Impact of a Professionally Written, Targeted Resume12:35 – Why Targeted Outreach (Not Just More Applications) Opened New Doors for Junior15:15 – What Most Job Seekers Get Wrong When Messaging Recruiters on LinkedIn17:08 – How Consistent Interview Practice (and Feedback) Turned Rejection Into Confidence18:55 – Why Overpreparation for Interviews Is About Confidence, Not Sounding Rehearsed24:17 – The Mindset and Community Support That Helped Junior Land a Role in Just 90 DaysEPISODE LINKS:Connect with Junior on LinkedInFREEBIES & RESOURCES:

What if the thing standing between you and your next promotion as a CSM isn't working harder but learning how to spot expansion opportunities without ever feeling like a salesperson?In this episode, I'm breaking down two ridiculously simple approaches to expansion that you can start using immediately, even on your very next customer call. We'll walk through the quick “inside-out” method to uncover low-hanging opportunities in your existing accounts, plus the more strategic “outside-in” approach that helps you think like a trusted advisor and connect your customer's business goals to real revenue opportunities.By the end of this episode, you'll start seeing expansion differently… not as selling, but as understanding your customer's business and connecting the dots in a way that naturally creates growth. If you've ever felt uncomfortable with upselling or worried it's not “your job” as a CSM, this might completely change how you think about your role and your earning potential. Hit play and let's talk about the playbook most CSMs were never taught.02:09 – Why Getting Comfortable With Selling is Key for CSM Career Growth04:01 – The Fastest “Inside-Out” Way to Find Expansion Opportunities07:59 – Three Natural Questions to Uncover Expansion on Customer Calls12:47 – The Strategic Power of the “Outside-In” Approach (and Goal Trees)22:03 – How Treating Expansion as Problem-Solving (Not Selling) Gets You PromotedFREEBIES & RESOURCES:

Junaid Shaikh: The Eager Scrum Master Trap, Why Proposing Solutions Too Early Can Backfire In this episode, Junaid shares a story from his early days as a Scrum Master when enthusiasm got ahead of experience. Fresh from a CSM certification and full of ideas, he walked into teams and started proposing solutions — "No, this is not how you should do it." It felt obvious. It wasn't. The wake-up call came when he proposed working agreements to a team that had been collaborating well for two years. The pushback was immediate: "Why do we need this?" He realized he was bringing a tool he'd seen elsewhere without first understanding whether the team actually had the problem that tool was meant to solve. This led to a key shift in his approach: stop assuming. Instead of going in with answers, Junaid started creating small tiger teams with the affected people, facilitating sessions where they owned the solution. The result? Much higher acceptance and genuine continuous improvement. These days, Junaid tests his ideas before bringing them to the full team. He connects with individual team members first — his "closer allies" — to validate whether his analysis matches reality. Only when a few people confirm "yes, this is a real problem" does he bring the proposal to the group. As Vasco puts it: not all tools are appropriate at all times for all people. The same working agreements that were wrong for one team at one moment might be exactly right for a different team, or the same team at a different moment. [The Scrum Master Toolbox Podcast Recommends]

Ready to churn less and win more?

Another live clip from CSM. Doc Danny and Yves share how they started cash-based clinics inside gyms through subleased offices, how they built early momentum through community relationships, and why the gym model is still one of the best entry points for a new cash practice. In This Episode, You'll Learn Why "starting in a gym" is a legit and repeatable clinic launch strategy How Danny and Yves began in small sublease rooms and scaled to multi-location clinics Why insurance changes have created a more level playing field for cash care What "hunting" means in cash-based marketing and why it matters The simplest economic math behind targeting $200+ per hour How to choose the right growth path: lifestyle clinic vs mid-size vs larger scale Key Takeaway Cash clinics aren't built by waiting on referrals. They're built by being excellent clinically, showing up in the community, and creating a patient experience that people talk about. Start small, build momentum, then decide how big you want to scale. Technology Spotlight In a cash practice, patient experience is everything. Try Claire free for 7 days and reduce documentation so you can stay engaged, improve retention, and run a more efficient clinic. Free Resource Want a clear plan to go from part-time to full-time? Join the free 5-Day Challenge. Connect Physical Therapy Biz PT Entrepreneur Podcast

Ready to churn less and win more?

What if the reason you keep coming in second place in your CSM interviews has nothing to do with your experience and everything to do with what you're missing in the presentation?In this episode, I'm breaking down the three exact categories hiring teams are grading you on… and yes, I used to be the person creating the scorecards. I'll show you how to use the prompt like a literal checklist, the basic mistakes that instantly cost you points, and how to prove you actually think like a strategic, consultative CSM (not just someone who can build a decent slide deck).I'll also discuss executive presence and the subtle signals that make a team feel confident putting you in front of their biggest customers. If you want to stop guessing what they're looking for and start positioning yourself as the obvious hire, this is your blueprint. And there's one simple shift at the end that could put you ahead of 98% of candidates. Hit play and let's dive in.00:43 – Why Presentations Are “Make or Break” in Customer Success Interviews04:07 – The Game-Changing Tip That Instantly Puts You Ahead of 80% of Candidates06:27 – The Three Big Categories Hiring Teams Use to Grade Candidates (And Where Most Applicants Slip Up)09:24 – Common Pitfalls: Why Generic Tactics and Lack of Engagement Hurt Your Chances15:09 – What Makes Executive Presence So Crucial During an Interview Presentation20:23 – Don't Overwhelm Yourself: Pick 2–3 Areas to Improve Each TimeOTHER EPISODES YOU'LL LOVE:

Doc Danny shares a live clip from his CSM presentation on how cash-based PT has evolved over the last decade and what trends will shape the next decade. He breaks down why "great things start in little rooms," how insurance changes have made cash care more viable, and why recurring revenue, longevity, and AI will define the future. In This Episode, You'll Learn Why you don't need a big buildout to start a cash-based clinic What has changed in the market over the last 10 years The 3 paths clinicians choose when they hit burnout How "momentum" is the real unlock for growth Why longevity and recurring services are a blue-ocean opportunity How AI will reduce admin burden and make clinics more profitable Why private equity is increasingly interested in cash-based clinics Key Takeaway Cash and hybrid clinics have massive runway. The winners over the next decade will build recurring revenue, position around longevity, and adopt AI to reduce admin work so clinicians can stay focused on outcomes and relationships. Technology Spotlight Documentation is one of the biggest burnout drivers for PTs. Try Claire free for 7 days and see how an AI scribe trained for physical therapists can reduce documentation time and help you stay fully present with patients. Free Resource Want a clear plan to go from part-time to full-time in your cash practice? Join the free 5-Day Challenge. Connect Physical Therapy Biz PT Entrepreneur Podcast

Ready to churn less and win more?

Doc Danny shares a CSM recap from Anaheim, including what stood out most and why he's optimistic about where the profession is headed. From the growth of performance-based PT to student conversations about AI and more forward-thinking APTA leadership, this episode highlights positive trends that matter for cash-based and hybrid clinic owners. In This Episode, You'll Learn What changed at CSM and why it exceeded expectations Why the performance-based side of PT is growing fast How the gym-area programming is a big step forward for the profession What students are thinking about entrepreneurship and AI Why APTA leadership feels more open and forward-thinking How conferences create powerful reconnection moments in the profession Key Takeaway CSM showed real momentum in performance-based care, technology adoption, and entrepreneurship. These trends create a better environment for cash-based and hybrid clinics to grow. Technology Spotlight Want to stay fully present with patients instead of stuck in documentation? Try Claire free for 7 days and see how an AI scribe built for physical therapists can reduce documentation time and improve patient experience. Free Resource Want a clear plan to go from part-time to full-time in your cash practice? Join the free 5-Day Challenge. Connect Physical Therapy Biz PT Entrepreneur Podcast

Physical therapy reimbursement has declined for years — while tuition, expectations, and scope continue to expand.Steve Smith joins PT Pintcast live from CSM to discuss:Why he became a private practice owner after a VC acquisitionLessons learned about leadership during COVIDMedicare payment cuts and recent advocacy winsWhy every PT must understand advocacyHow state-level scope of practice changes create national ripple effectsThe importance of simple, clear messaging in professional advocacyHis big goal: getting one-third of PTs in Massachusetts actively signing advocacy lettersThe message is simple:If you don't engage before decisions are made, you'll be reacting after something is lost.His parting advice:Never assume. Always ask.Topics CoveredMedicare reimbursement trendsScope of practice reformPrescriptive authority & imaging accessAssociation engagementLeadership in PTHow to take your “soft first step” into advocacy

Physical Therapy Is at a Turning PointRupal Patel joins PT Pintcast live from CSM to discuss why physical therapy is entering its second century — and why that means expanding our role beyond musculoskeletal care.Key Themes:Why PT is at a professional inflection pointSocial and structural determinants of healthHow zip code predicts mortalityWhy apathy is more dangerous than resistanceHow to advocate without traveling to DCEmpowering patients to advocate for themselvesThe discomfort clinicians must embrace to growRupal makes a compelling case: If PTs want better reimbursement, better access, and a sustainable future — we must advocate before frustration turns into apathy.Her parting message draws from Mahatma Gandhi: Be the change you want to see in the world.Sponsors MentionedSaRA Health – https://sarahealth.comU.S. Physical Therapy – https://usph.com