CHURN FM
CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
Episodes
Today on the show, we welcome Alexander Theuma, founder of SaaStock and general partner at BackFuture VC. In this episode, Alexander dives deep into the shifting SaaS landscape, exploring how AI is redefining capital efficiency, company structure, and startup strategy.
We discuss how VC trends are evolving, the rise of M&A and SaaS consolidation, and how lean, AI-powered startups are replacing bloated headcounts. Alexander also ...
Today on the show we have Ramli John, founder of Delight Path and author of Product-Led Onboarding and the upcoming book Eureka.
In this episode, Ramli shares why activation and onboarding are some of the most overlooked yet impactful levers for reducing churn, and how early-stage friction, especially emotional and social, can silently kill growth.
We dive deep into what he calls the “Hierarchy of B2B Friction,” how companies can ide...
Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.
In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally’s platform.
We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.
And we wrapped up by ...
Today on the show we have Andrew Davies, the CMO of Paddle.
In this episode, Andrew shares his experience tackling the "champagne problems" that SaaS companies face as they scale globally.
We then discussed how Paddle repositioned itself through the merchant of record model and brought a legacy concept back into the spotlight.
We wrapped up by discussing the company's strategic phases, the ProfitWell acquisition, and th...
Today on the show we have Ryan Seams, the Head of Customer Success at AssemblyAI.
In this episode, Ryan shares his experience transitioning from Deloitte to the fast-paced world of startups, where he spent nearly a decade at Mixpanel scaling customer success and navigating product analytics.
We then discussed the evolution of pricing models — from events-based to monthly tracked users and back again — and how that shaped customer be...
Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer.
In this episode, Ziv shares his experience using AI to radically improve customer success performance.
We then discussed the shift from product expertise to growth partnership and wrapped up by exploring how AI is changing internal team dynamics and go-to-market strategies.
Mentioned Resources
Churn FM is sponsored by ...
Today on the show we have Sivan More, the VP of Customer Success at HiBob, an HR tech company driving company culture and employee engagement.
In this episode, Sivan shares her experience in the evolution of customer success and how it has transformed over the years.
We then discussed the role of AI and personalization in enhancing customer journeys, and we wrapped up by diving into how to build scalable, skills-based customer succes...
Today on the show we have Miguel Fernandez Larrea, the CEO and Co-founder of Capchase.
In this episode, Miguel shares his experience helping B2B vendors recover customer acquisition costs faster and increase deal sizes through flexible payment terms.
We then discussed the enterprise sales motion behind Capchase Pay, how Miguel’s team drives adoption across sales, finance, and rev ops, and how their CS team is optimizing activation to...
Today on the show, we have Fran Brzyski, CEO and co-founder of Hark, a platform that helps brands build loyalty and achieve efficient growth through customer-generated content.
In this episode, Fran shares insights into transforming customer feedback by leveraging the power of video and audio. He discusses the importance of capturing customer intent, the challenges of shifting from traditional feedback methods, and how to drive enga...
Today on the show, we have Chris Savage, CEO and co-founder of Wistia, a leading video marketing platform.
In this episode, Chris shares insights from Wistia’s journey—from a video hosting platform to a comprehensive suite of video tools. He discusses the impact of COVID on video adoption, how Wistia navigated major strategic shifts, and why betting on yourself is often the best investment.
We also dive into AI’s evolving role in vid...
Today on the show, we have Lucas Lovell, VP of Product at Paddle, a comprehensive payments and billing platform that helps businesses streamline transactions, reduce churn, and scale globally.
In this episode, Lucas shares his insights on the critical role payments play in churn reduction and strategies like smart payment retries, network tokenization, and local payment methods to maximize revenue.
We also dive into retention tactics...
Today on the show, we have Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners. G has helped scale some of the fastest-growing B2B companies, including Ramp, Retool, Vercel, Reddit, and more.
In this episode, we dive deep into how AI is fundamentally changing growth strategies, making outbound sales more efficient, and reshaping how companies think about customer acquisition. G shares why the economics of market...
Today on the show we have Advith Chelikani, the Co-founder and CTO of Pylon.
In this episode, Advith shares his journey from engineer to co-founder and how Pylon is redefining B2B customer support.
We then discussed the role of product velocity in driving retention, the challenges of scaling customer success at an early-stage startup, and why founders should stay close to customers for as long as possible.
We wrapped up by exploring t...
Today on the show, we have Brian Balfour, the Founder and CEO of Reforge and former VP of Growth at HubSpot.
In this episode, Brian shares his perspective on the foundational laws of retention that remain unchanged, even as AI continues to transform the way we build and grow products.
We then discussed why many AI products are struggling with high churn, the role of natural usage frequency in product retention, and how businesses can...
Today on the show we have Emeric Ernoult, the Founder and CEO of Agorapulse.
In this episode, Emeric shares his experience navigating Agorapulse’s bold pivot from serving SMBs to targeting mid-market and enterprise clients.
We then discussed the challenges of combating endemic churn, why moving upmarket was critical for growth, and the lessons learned from multiple pivots along the way.
We wrapped up by discussing the complexities of ...
Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI.
In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform.
Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation.
We a...
Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly.
Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention.
We explore the challenges of balancing acquisition and retention, how to structure growth te...
Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co.
In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of scaling multiple products and offers candid insights into why he wouldn’t recommend his approach.
Saravana also reveals the story behind Churn360, the customer success product he ultimately d...
Today on the show, we have Kyle Poyar, Co-founder and Operating Partner at Tremont.
In this episode, Kyle shares his journey from consulting at Simon-Kucher to becoming a leading voice in SaaS pricing. We dive deep into the challenges and opportunities of evolving pricing models, exploring the shift from traditional seat-based pricing to success-based frameworks.
We also discuss how AI is reshaping the SaaS landscape, influencing not...
Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses.
In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisition, covering key metrics, processes, and strategies to stand out in the market.
We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS...
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