CHURN FM

Today on the show we have Ben Francis, the Director of Customer Success at Evident.

In this episode, Ben shares his experience in building and scaling customer success teams from scratch. He offers actionable insights on refining onboarding processes, consolidating essential customer data, and employing strategic hiring practices to foster team growth and enhance customer loyalty.

We then discussed the significance of specialization ...

Today on the show we have Emilia Korczynska, the VP of Marketing at Userpilot.

In this episode, Emilia shares her insights into the ongoing debate between Product-Led Growth (PLG) and Sales-Led Growth (SLG) strategies in SaaS companies.

Emilia shared surprising findings from Userpilot’s latest SaaS product metrics benchmark report, which challenge common assumptions about PLG effectiveness.

We wrapped up by exploring how these insight...

Today on the show we have Harrison Rose, CEO and Co-founder of GoodFit.

In this episode, Harrison shares his journey from founding Paddle, a revenue delivery platform for B2B SaaS, to starting GoodFit, a company that helps businesses identify the right customers at the right time with the right message.

We dive deep into the importance of identifying your Ideal Customer Profile (ICP) and how data-driven approaches can refine this pro...

Today on the show we have Harini Gokul, the Chief Customer Officer of Entrust.

In this episode, Harini shares her experience in transforming Entrust’s customer success function into a powerful growth engine. We dive into the strategies she used to align customer success with P&L goals, ensuring the team’s contribution to revenue growth.

Harini also discusses the critical role of data-driven accountability in driving cus...

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend.

In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams.

We then discuss the strategies and benefits of hiring industry experts to enhance customer experience, and the practical steps Szuyin took to ...

Today on the show we have Biro Florin, a misfit, angel investor, exited founder, and show host of Misfit Founders.

In this episode, Biro shares his experience in building successful integrations within the Atlassian marketplace.

We then discussed how community-driven development can significantly enhance user retention and engagement.

We wrapped up by exploring the balance between acquisition and retention, and the lessons learned fro...

Today on the show we have James Hawkins, CEO and co-founder of PostHog.

In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-led growth startup and the importance of an inbound-focused approach.

We delve into how PostHog defined and focused on their ideal customer profile (ICP) of engineers, which not only shaped their pro...

Today on the show we have Baird Hall, the co-founder of Churnkey.

In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies.

We then discussed how small changes in retention tactics can have a monumental impact on high-volume subscription businesses, and the role of dynamic, personalized cancellation flows.

We wrapped up by exploring Churnkey&...

Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper.

In this episode, Jason shares his experience in building product marketing from the ground up, focusing on the critical areas of positioning, messaging, and buyer enablement.

We discussed how these elements play a crucial role in driving customer success and improving retention, along with practical ...

Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants.

In this episode, Joe shares his insights on retaining top talent and preventing team churn.

We discussed the common mistakes leaders make in micromanagement and hiring and we wrapped up by exploring effective onboarding strategies for new leaders.

Mentioned Resources

• Joe Leech 
• cxpartners...

Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow".

In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies, emphasizing their impact on customer retention and expansion.

We then discussed understanding customer value, overcoming internal biases, and the importance of iterati...

Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp.

In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquired by Culture Amp.

We then discussed how Disco initially started as an email-based integration and the challenges they faced with user engagement. Justin dives into the pivotal decision to switch thei...

Today on the show we have Miruna Dragomir, CMO of Planable.

In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention.

We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team.

Miruna also delves into the integration of customer success and marketing, the retention...

Today on the show we have Martin Gonto, the Co-Founder and GTM advisor of HyperGrowth Partners and interim CMO at Vercel.

In this episode, Gonto shares his experience in identifying and leveraging anti-retention metrics to optimize product strategies.

We then discussed the concept of next best actions and how these strategic steps can significantly enhance user retention.

We wrapped up by exploring practical examples from Gonto's...

Today on the show we have Andy Carvell, CEO and Co-Founder of Phiture.

In this episode, Andy shares the framework Phiture uses to increase mobile app retention, drawing from his extensive work with companies like SoundCloud and VSCO.

We discussed the future of mobile app interactions, including the potential of voice interfaces, AI, and wearable technology, and how these innovations fit into future growth strategies for mobile.

We wra...

Today on the show we have Tamara Grominsky, the Chief Strategy Officer at Unbounce.

In this episode, Tamara shares her experience in optimizing cancellation flows to reduce churn.

We then discussed how Unbounce implemented a data-driven approach to understand the reasons behind customer cancellations and how they tailored their strategies to different customer segments. We wrapped up by exploring the importance of cross-functional co...

Today on the show we have Ryan Singer, the founder of Felt Presence and former head of strategy at Basecamp.

In this episode, Ryan shares his experience in evolving the Shape Up framework to better fit diverse team structures and needs.

We then discussed his insights on navigating customer engagement through the concepts of active vs. passive looking.

We wrapped up by discussing how these strategies are applied in...

Today on the show we have Heather Brown, the VP of Global Commercial Sales and Customer Success at PagerDuty. 

In this episode, Heather shares her extensive experience in bridging the gap between product development and customer success to enhance company performance and customer value. 

We dive into the innovative strategies PagerDuty employs to ensure these two critical areas are not just aligned but also collab...

Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io. 

In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company.

We delve into the strategies that Customer.io employs to mitigate the risks associated with customer champion turnover and we wrapped up...