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
EP299 | How to Build a Brand That Speaks to Robots and Humans with Susan Keplinger | Force of Nature
Today on the show, we have Susan Keplinger, CEO of Force of Nature, a boutique performance marketing shop behind the growth of brands like Ring, Oofos, and other category leaders. With experience building data-driven growth engines across e-commerce and DTC, Suzanne has helped companies shift from chaotic marketing to orchestrated, scalable systems.
In this episode, we uncover why the future of performance marketing isn’t about hack...
Today on the show, we have Kevin White, Head of Marketing at Scrunch AI, a platform helping brands stay discoverable in the era of AI-powered search. Kevin brings experience from leading go-to-market and marketing teams at Segment, Retool, and Common Room, as well as advising fast-growing startups like Ashby, Deepnote, and Gretel.ai.
In this episode, we explore how the rise of answer engines like ChatGPT and Perplexity is reshaping...
Today on the show we have Vova Feldman, the Founder and CEO of Freemius.
In this episode, Vova shares his experience in launching Freemius from a side project into a platform powering thousands of indie software businesses.
We then discussed how Freemius is repositioning itself from its WordPress roots to become the go-to solution for small SaaS and desktop software businesses.
We wrapped up by discussing their new transparent pricing...
Today on the show we have Casey Hill, CMO of DoWhatWorks, a patented growth experiment tracking engine that reveals which website changes actually drive results. Casey brings experience from ActiveCampaign, his work as a Stanford instructor and advisor, and years of research into how leading companies like Slack, Shopify, and Asana run experiments.
In this episode, Casey breaks down why most A/B tests fail and how to focus on the f...
Today on the show we have Kevin Indig, Growth Advisor and Partner at HyperGrowth Partners, a stage accelerator that invests time into early-stage startups to help them achieve and sustain rapid growth post-Series A. Kevin is also the former Director of SEO at Shopify and VP of SEO & Content at G2, with a rich background advising top startups like Glean, Toast, and Reddit.
In this episode, Kevin breaks down how AI is fundamentall...
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 ...
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