Stories about building AI for Customer Success

I’m Josh Schachter — host of [Un]churned and SVP of Strategy & Market Development at Gainsight. Alongside the Gainsight team, I’m exploring how AI is transforming Customer Success — and what it means for the people leading it.

SaaS is changing fast. Agentic AI isn’t just another tool — it’s reshaping how companies drive outcomes, build relationships, and define value. That shift demands new playbooks, new mindsets, and a deeper look at what truly makes customer relationships work.

Here, Gainsight leaders share what we’re learning as we build AI into the heart of Customer Success — the messy, unfiltered, behind-the-scenes stories of transformation. You’ll also find every episode of the [Un]Churned Podcast, featuring conversations with the thinkers and operators reimagining retention and the future of customer growth.

We believe software is evolving from SaaS to RaaS — Retention-as-a-Service. The CSM role is changing. And AI isn’t replacing human connection — it’s forcing us to redefine it.

Everything’s changing. Let’s figure out what that means together.

Stay up-to-date

Never miss an update – every new post is sent directly to your email inbox. For a spam-free, ad-free reading experience, plus audio and community features, get the Substack app.