![[Un]Churned – The No. 1 Podcast for Customer Retention](https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_nologo/40344000/40344000-1759325757098-ebbb3cde389fe.jpg)
How We Turn Churn Into Comebacks (The Revenue Hiding Inside Your Churn) ft. Eleanora White (Supermetrics)
[Un]Churned – The No. 1 Podcast for Customer RetentionShow Notes
Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurned
Is the future CSM a generalist empowered by specialist AI agents?
Live from Pulse Europe, Eleanora White, Global Head of CS & Solutions Architects at Supermetrics, joins Jenny Calvert to break down how her team is operationalizing Agentic AI inside customer success.
From internal AI agents that reduce friction… To customer-facing automation at scale… To autonomous agents that challenge and pressure-test insights…
Supermetrics is building a 3-phase AI roadmap that reshapes how CSMs work — without replacing the human relationship.
If you’re working on AI adoption or retention strategy — this episode is your blueprint.
--- Timestamps 0:00 - Preview & Introduction 0:40 - Meet Eleanora White 1:10 - AI as a Team Member 3:39 - Supermetrics’ 3-Phase AI Strategy 5:38 - Removing Friction with Internal AI 6:49 - The Future CSM Profile 9:00 - Hitting GRR Targets in Q4 11:03 - The “Stay-Alive” Retention Strategy 13:15 - Win-Back Metrics & LTV 14:27 - What’s Next for 2026
--- What You’ll Learn * Why the best CSMs will become AI-powered generalists * How to structure CS teams in the agentic era * How Agentic AI can serve CSMs internally before customers * The “stay-alive contract” retention strategy to increase long-term LTV * How to win customers back without hurting GRR * Why discovery is the most underrated CSM skill
--- Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.
--- Where to Find the Guests Eleanora's LinkedIn: https://www.linkedin.com/in/eleanora-white/
--- Where to Find Jenny: LinkedIn: https://www.linkedin.com/in/jennycalvert/
--- Where to Find Josh: LinkedIn: https://www.linkedin.com/in/jschachter/ Unchurned Substack: https://unchurned.substack.com/
More from [Un]Churned – The No. 1 Podcast for Customer Retention
Is AI still an experiment on your customer success team, or is it delivering results?
Most companies treat renewals as a sales function. The real shift is treating retention as a job for the whole company.
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.
Most companies think of customer success as a support function that ships software. The real shift is treating it as a co-build practice that ships outcomes.