Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.

Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.

When healthcare equipment goes down, healthcare goes down. That's the world Brad Casemore operates in — where a broken MRI or a failed sterilization unit isn't an inconvenience, it's a crisis.

In this episode, Brad, Chief Customer & Growth Officer at PartsSource breaks down why merging the CCO and CGO roles actually makes sense. He makes the case that customer value and revenue growth are the same motion, not separate departments, and walks through exactly how he's built his org to reflect that. If you're a CS leader wondering whether you should own more of the business, this is the episode.

Brad also shares how he's plugging AI agents directly into the RACI model — not as a gimmick, but as a deliberate workforce strategy. Humans accountable, agents responsible. The result? One part of his business went from low-90s retention to 99.6%. This is what the future of CS operations actually looks like in practice.

---

Timestamps

0:00 - Preview & introduction

1:24 - Meet Brad Casemore & overview of PartsSource

4:17 - The marketplace, service network, training, and predictive monitoring explained

10:46 - Post-sales inside a 750-person company with a surprisingly complex portfolio

13:17 - The CCO + CGO role; why Brad took it and what changed

15:55 - Key learnings from stepping into the growth seat

17:57 - The attribution model CS leaders need to steal from sales

19:45 - Putting AI in the RACI: how Brad's team went from low-90s to 99.6% retention

25:15 - Systems thinking, curiosity, and getting comfortable being uncomfortable

28:02 - Pulse 2025 and what Brad's watching in AI

---

What You’ll Learn

- When CCO and CGO roles merge and the org structure to make it work

- How to map the full customer lifecycle so pre-sales and post-sales are pulling in the same direction

- The attribution lesson CS leaders are missing that sales and marketing figured out years ago

- How to build a consistent customer experience across a long-tail of thousands of accounts without burning out your team

- Why Brad puts AI agents directly into the RACI model — and what that means for team design

- The proactive CS shift that moved retention from the low-90s to 99.6%

- What aspiring CS leaders need to develop to grow into an executive seat

---

Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

---

Where to Find the Guest

Brad's LinkedIn: https://www.linkedin.com/in/bradocasemore/

---

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/