The Chief Customer Officer Podcast.
Jeff Breunsbach & Jay Nathan talk to CS leaders who are actually building — not evaluating vendors, building. 4.9/5 on Apple Podcasts.
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 free: CS teams prototyping features before product gets to them, ops becoming the AI team, and why every agent needs an interface that isn't a chat window.
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, breaks down product success: the loop that connects building, launching, adopting, and renewing, and the 5-step method his team uses with 200+ clients.
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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 pushing customer insight into the business, why AI-built internal tools are now table stakes, and what Salesforce's reported $2B Listen Labs deal says about AI talking to customers.
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 stack, and now measures every role by "AI leverage." Plus: why Salesforce should resell Claude, and why FDE really means net dollar retention.
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 wave is a platform war, not an app war. Then they get honest about AI writing: 78% of readers stop reading when they suspect AI wrote it.
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 platform at all — he built a UI, and that distinction may reshape who owns the CRM layer.