PODCAST · business
The Chief Customer Officer Podcast
by Jay Nathan & Jeff Breunsbach
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
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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 an ops leader each shipped their own internal pricing app, and Shopify's River agent now authors one in eight pull requests merged into the...
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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 gets leaders to say what should happen in the business before anyone argues about tools. Plus: what "harness lock-in" means for your AI...
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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 Nathan unpack the Karpathy-inspired philosophy of designing knowledge systems for agents instead of humans, why the engineering bottleneck has...
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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 team actually needs instead, from onboarding agents that cut a week off time-to-value to cataloging work your CS team shouldn't be doing.…
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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. Plus reverse roadmap reviews, cutting 50% of check-in calls, and the self-hosted agent platform Jeff's building with Buzz. KEY TAKEAWAYS…
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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 that cuts through the roles-and-titles noise. Support, onboarding, adoption, engagement, feedback, renewal, expansion. The fundamentals...
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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 dig into data architecture, call transcript intelligence, and what it actually takes to build enterprise-grade AI for customer success. KEY...
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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 engineer boom reshaping enterprise services. Along the way: why task automation isn't the same as agents, and the skill that will matter...
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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 call transcripts, why Zapier banned Slack DMs, the $7.5B bet on forward-deployed engineers, and personal AI coaches that are already changing...
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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 files to ClickUp's "foundry" model — this episode is about what it actually takes to move from single-player AI to enterprise AI, and why...
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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 to Jeff's Linear task ingestion system and a viral VS Code ad hack, this one's packed with real examples. Plus: why the moat in AI is...
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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 actually have anything to do with AI efficiency. Unfiltered and practical. KEY TAKEAWAYS Agent Sprawl Is Everyone's Problem: Agents are...
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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: Gainsight's retention-as-a-service bet, N8N automations surfacing customer quotes in Slack, and why the player-coach is back. KEY TAKEAWAYS...
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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. Using a recruiting firm as an end-to-end example, Jay walks through the shift from selling software to delivering outcomes, and why the...
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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 leaders feel stuck with AI. The conversation moves from Jeff's live renewal-automation build to context engineering, token economics, and why...
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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 pitches, and how the Forward Deployed Engineer role is reshaping who actually sits in front of customers. Plus what Junction is learning about...
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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 reference agent. Renewal workflows that adapt to customer health. Plus the launch of Uncommon, a new community for AI-forward customer...
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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 built in 35 minutes, and a renewal digest that surfaces customer context weekly with zero manual effort. Plus: why the CS platform category…
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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 engineers — and what it means for how Jeff is hiring at Junction right now. Plus: Jay's weekend-built HubSpot dashboard, why Claude is winning...
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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 called Balboa OS. He also shares the top themes from 90 days of SaaS conversations: broken CSM ratios, the AI sidekick-to-agent gap, messy...
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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 months. She shares how they did it, what went wrong when their AI agent Harper made promises it couldn't keep, and why the real value of AI...
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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 takeaways from a Planhat-organized event in Boston, and Jay goes deep on the Claude skills his team has built to scale coaching, standardize...
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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 siloed, your AI agents will be siloed too. Plus: Jay introduces "Company as Code," a markdown-in-GitHub system for building personalized...
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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 job candidate, the three biggest AI go-to-market mistakes leaders are making right now, and the heated debate over whether the CSM role is...
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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 "air cover" for over-hiring) to MCPs, deal staging from call transcripts, and creating hundreds of renewal records in a single afternoon —...
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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 job isn't to say no — it's to pave the road so the business can move fast. Then the conversation turns to AI: how Blackbaud built an AI...
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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 Claude Code and Claude Cowork over the past few weeks, and what it's revealing about the future of software, teams, and CS. Plus a take on…
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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 evolution of customer success from reactive firefighting to predictive, AI-powered engagement. Whether you're building your first digital…
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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. They explore the metrics that define customer success roles, the challenges faced by early-stage companies, and the need for clear...
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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. Jay shares his recent experiences using AI tools like Claude and ChatGPT to refine branding strategies for his companies, Balboa and...
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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 application of AI in Customer Success. They start with a reality check: before you can build sophisticated AI agents, you often have to do...
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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 on the impact of AI. They explore the importance of building a robust renewal function, identifying key information for renewals, and the...
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ABOUT THIS SHOW
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.
HOSTED BY
Jay Nathan & Jeff Breunsbach
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Frequently Asked Questions
How many episodes does The Chief Customer Officer Podcast have?
The Chief Customer Officer Podcast currently has 35 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is The Chief Customer Officer Podcast about?
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.
How often does The Chief Customer Officer Podcast release new episodes?
The Chief Customer Officer Podcast has 35 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to The Chief Customer Officer Podcast?
You can listen to The Chief Customer Officer Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts The Chief Customer Officer Podcast?
The Chief Customer Officer Podcast is created and hosted by Jay Nathan & Jeff Breunsbach.
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