Shows / The Chief Customer Officer Podcast
The Chief Customer Officer Podcast
Real strategies for customer-led growth in the AI era — from two practitioners who are actually building, not just talking about it. Hosted by Jay Nathan and Jeff Breunsbach, co-founders of ChiefCustomerOfficer.io.
Episodes
- The Chief Customer Officer Podcast
EP039 AI Is the Next Excel: Internal Builders, Token Economics & the CS Team of 2030
Jay and Jeff dig into what happens when everyone in the business can build software. They get into internal "forward-deployed" builders, why chat can't be the…
- The Chief Customer Officer Podcast
EP038: Software Is Free
Jeff just shipped an internal CS platform to his team at Junction, imposter syndrome and all. He and Jay unpack what it means when software is effectively…
- The Chief Customer Officer Podcast
EP037: Product Success: Turning What You Ship Into Money
Most product companies don't have a shipping problem. They have a problem turning what they ship into money. In this solo episode, Jay Nathan, CEO of Balboa…
- The Chief Customer Officer Podcast
EP036: Your Company Doesn't Know Your Customers
Jeff is back from Junction's Portugal offsite with a reminder: most of your company knows far less about your customers than you think. Jay and Jeff dig into…
- The Chief Customer Officer Podcast
EP035: AI Leverage, the 24/7 Mindset, and the Value Era w/ Ziv Peled
Ziv Peled, Chief Customer Officer and Chief AI Officer at AppsFlyer, joins Jay to unpack how a $500M+ ARR company moved everyone to Claude, built its own AI…
- The Chief Customer Officer Podcast
EP034: Agent Infrastructure, Tool FOMO & Writing Without the Slop
Jay and Jeff dig into why Harvey went from SaaS to AI implementation, why agent infrastructure has to be a company-wide investment, and why the personal-agent…
- The Chief Customer Officer Podcast
EP033: Building Your Own UI, Named Agents, and a Bank's AI Playbook
Jeff built seven screens of a customer success platform from one throwaway prompt, then sat in disbelief for three minutes. Jay argues he didn't build a…
- The Chief Customer Officer Podcast
EP032: Stop Bending Your Business to Your Software
For thirty years we bought software off the shelf and reshaped our processes to fit it. Jay and Jeff argue that era is ending: at Junction, a salesperson and…
- The Chief Customer Officer Podcast
EP031: The Segmentation Grid Behind Every CS Strategy
Jay walks through the customer segmentation workshop he ran this week — a deliberately simple grid of lifecycle stage, engagement model, and health status that…
- The Chief Customer Officer Podcast
EP030: Agent-First Customer Teams
Jeff Breunsbach shipped three things in one week—a community platform, a Claude-built CSM training academy, and an agent-powered internal wiki. He and Jay…
- The Chief Customer Officer Podcast
EP029: Do You Actually Need Forward Deployed Engineers?
Forward deployed engineers are the new hotness—but Palantir's model was built for eight-figure deals with zero competition. Jay and Jeff break down what your…
- The Chief Customer Officer Podcast
EP028: The Sticky Note Audit
Jay Nathan and Jeff Breunsbach break down an exercise Jeff ran with his CS team offsite—sorting every activity into keep, start, automate, delegate, or cut…
- The Chief Customer Officer Podcast
EP027: The 7 CS Capabilities Every Team Must Own
Jeff and Jay get honest about where the Chief Customer Officer podcast lost its spark—and what reignited it: a seven-capability framework for post-sale teams…
- The Chief Customer Officer Podcast
EP026: Building Your Company Brain
Jeff is back from paternity leave and building a company brain. Jay challenges him to think bigger: before you can run agents, you need a context layer. They…
- The Chief Customer Officer Podcast
EP025 Personal AI Agents, Forward-Deployed Engineers, and the Skills That Matter Now
Jay and Jeff dig into two very different but connected stories: Jeff's homegrown AI "chief operating officer" for his household, and the $10B forward-deployed…
- The Chief Customer Officer Podcast
EP024: The Shared Brain, Forward Deployed Engineers & AI at Home
Jay and Jeff go deep on what's actually blocking enterprise AI adoption—and it's not the technology. They cover building a shared organizational brain from…
- The Chief Customer Officer Podcast
EP023: From Vibe Coding to Enterprise AI
Jeff and Jay get into the gap between vibe coding your own AI tools and building something your whole team can rely on. From PRD skills to master customer data…
- The Chief Customer Officer Podcast
EP022: The Real AI Work: Agent Command Centers, AI Slop, and Building Systems That Save Time
Jay and Jeff are back with a live build episode — two operators comparing notes on what's actually working with AI. From Jay's Agent Command Center at Balboa…
- The Chief Customer Officer Podcast
EP021: Agent Sprawl
Jay and Jeff kick off the show by getting into the real stuff: managing agent sprawl, why most teams aren't ready for multiplayer AI, and whether tech layoffs…
- The Chief Customer Officer Podcast
EP020: Building Uncommon: Claude Code, Retention-as-a-Service & the Player-Coach
Jay and Jeff are joined by Jack Nathan — our "engineering manager" for Uncommon — to share what they've actually shipped in 48 hours using Claude Code. Plus…
- The Chief Customer Officer Podcast
EP019: The AI Native Services Playbook w/ Jay Nathan
Jay Nathan flies solo to break down Emergence Capital's AI Native Services Playbook — what it gets right, where it falls short, and what it completely misses…
- The Chief Customer Officer Podcast
EP018 Aim Small, Miss Small: Picking AI Use Cases That Pay Off w/ Neil Erickson
Neil Erickson, Founder and CEO of Owner Enable and former SVP, Global Platforms at Equifax, joins Jay and Jeff to unpack why so many CS and small business…
- The Chief Customer Officer Podcast
EP017 Uncommon Circles, Moderation Agents & The Rise of the Forward Deployed Engineer
Jay and Jeff get into the weeds on two of the biggest questions in CS right now: how to build a community that doesn't devolve into spam and consultant…
- The Chief Customer Officer Podcast
EP016: Launching Uncommon
Jay and Jeff debrief last week's AI Show & Tell — 150 customer leaders watching four real builds in production. A custom CS platform in Claude Code. A sales…
- The Chief Customer Officer Podcast
EP015: Why CS Teams Are Building Their Own Stack
Jay and Jeff swap real examples of building custom AI tools instead of buying software — a $1K brand video that beat $750K agency quotes, a content planner…
- The Chief Customer Officer Podcast
EP014 Killing the CSM Role: TAMs, Forward-Deployed Engineers, and more
Is the CSM role actually dead? Jay and Jeff unpack Chad Hornfeld's viral Avoca post on replacing CSMs with Technical Account Managers and forward-deployed…
- The Chief Customer Officer Podcast
EP013: Building AI Infrastructure That Actually Works
Jay Nathan goes solo to share what his team at Balboa is actually building—a call intelligence system, Claude-powered skills, and a company operating system…
- The Chief Customer Officer Podcast
EP012: How CarParts.com Replaced Their Entire Support Stack w/ Aurelia Pollet
Aurelia Pollet, VP of Customer Experience at CarParts.com, led a small team that built a fully custom AI chatbot and ticketing system from scratch in three…
- The Chief Customer Officer Podcast
EP011: Team-Wide AI Adoption
Jay Nathan and Jeff Breunsbach break down what 50+ CS leaders are actually doing with AI — and what most teams are still getting wrong. Jeff shares fresh…
- The Chief Customer Officer Podcast
EP010: You Can't AI Your Way Out of Bad Data
Jay Nathan and Jeff Breunsbach get into the foundational data problem most SaaS teams are ignoring — and why it's about to become a crisis. If your data is…
- The Chief Customer Officer Podcast
EP009: Sitting Ducks and Fortresses: How to Read the AI Landscape
Jay and Jeff are back with another hosts-only episode — and Jay builds an AI vulnerability matrix live on the call. They cover how to stand out as an AI-first…
- The Chief Customer Officer Podcast
EP008: Cut Your Own Prices Before Someone Else Does
No guest this week — just Jay and Jeff getting into the weeds on what they're actually building with AI right now. From Block's layoffs (and why AI is mostly…
- The Chief Customer Officer Podcast
EP007: The Wisest Person in your Company You're Not Talking To
Jon Olson, Chief Legal Officer at Blackbaud, joins Jay and Jeff to flip the script on what legal teams are actually for. Jon argues that the law department's…
- The Chief Customer Officer Podcast
EP006: What We're Actually Building with AI Right Now
Jay and Jeff are back — and this week it's just the two of them. No guest, no slides. Just a real conversation about what they've each been building with…
- The Chief Customer Officer Podcast
EP005: Building Predictive Customer Success with AI w/ Justin Chappell
What does world-class digital customer experience actually look like? In this episode, Justin Chappell, Head of Digital Strategy at OneTrust, breaks down the…
- The Chief Customer Officer Podcast
EP004: Consensus on GRR, none on Customer Success
In this episode, Jeff and Jay discuss the evolving landscape of customer success, the integration of AI tools, and the importance of gross revenue retention…
- The Chief Customer Officer Podcast
EP003: Context is King
In this episode of The Chief Customer Officer Podcast, Jeff Breunsbach and Jay Nathan delve into the evolving role of AI in branding and customer experience…
- The Chief Customer Officer Podcast
EP002: Death of the Coverage Model
The death of the coverage model... In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach peel back the layers on the practical…
- The Chief Customer Officer Podcast
EP001: Agentic Renewals
In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach discuss the evolving landscape of customer success, particularly focusing…