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The Retention Killer Hiding in Your Product Demos ft. Kellie Snyder (LinkSquares)
[Un]Churned – The No. 1 Podcast for Customer RetentionShow Notes
What if giving customers more value is exactly what's making them leave? Kellie Snyder, Chief Customer Officer at LinkSquares, joins Josh Schachter after a two-year replatform to fully agentic contract management. She unpacks how AI reshaped their customer 360, the retention mistake hiding in their onboarding, why digital-first went too far, and how to bring human engagement back without losing scale. A candid look at retention, migration, and rebuilding human engagement in the AI era.
Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com
--- What You'll Learn - How LinkSquares went fully agentic in contract management - Building a real customer 360 - Why "show them everything" was killing retention - Migrating legacy customers without scaring them off - AI enablement when teams sit at different skill levels - Right-sizing human engagement after over-rotating on digital-first - Tying value realization to pre-sales business outcomes ---
Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.
--- Timestamps 0:00 - Preview and Meet Kellie Snyder 1:50 - What LinkSquares does, new agentic platform 3:10 - Kellie's remit as the CCO at LinkSquares 3:50 - Rob's story and the golf scholarship 6:06 - AI transformation inside the post-sales team 7:39 - Building the customer 360 9:09 - How Kellie personally uses Claude 10:45 - Sharing skills and wins across CSMs 11:30 - Biggest speed bump going AI-native 13:48 - The two-year replatform & impact on post-sales 18:29 - Migration & killing one-size-fits-all onboarding 20:27 - Investing in customer education 22:33 - Quantifying value realization 23:23 - What's taken longer than expected 25:40 - Success one year out 26:52 - A question for other CCOs
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Where to Find the Guest Kellie Snyder: https://www.linkedin.com/in/kellieasnyder/
--- Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/ Unchurned Substack: https://unchurned.substack.com/
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Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.
Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.
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