2255 - Essential Tactics for Service and SaaS Businesses with The Change Hive's Yemi Oluseun

Unlocking Sustainable Growth with Customer Retention Strategies from Yemi Oluseun of The Change Hive

In this episode of The Thoughtful Entrepreneur, host Josh Elledge speaks with Yemi Oluseun, Founder and CEO of The Change Hive. With a background in fintech and corporate transformation, Yemi shares why customer retention—not just acquisition—is the most powerful growth lever for any business. She outlines her five-point retention model, detailing how SaaS founders, service-based entrepreneurs, and growth leaders can build a loyal customer base, reduce churn, and expand revenue through smarter engagement and community building.

How to Build a Retention-First Business That Fuels Long-Term Growth

Yemi reveals that many businesses plateau not because they can’t attract new customers—but because they’re losing them too soon. Her five-point retention model helps leaders plug those leaks by focusing on onboarding, behavior tracking, customer habits, feedback loops, and timing review requests with customer milestones. From onboarding roadmaps and “quick wins” to using behavioral analytics and hosting customer roundtables, Yemi emphasizes creating early value, consistent engagement, and authentic relationships that turn customers into brand advocates.

One of her most powerful insights is the importance of review-based feedback and expansion selling. By mapping the customer journey, identifying key touchpoints, and knowing when to request testimonials, businesses can not only improve retention but unlock new revenue streams. Yemi also shares tools like retention scorecards, milestone mapping, and customer health monitoring—reinforcing that retention isn’t just a tactic, it’s a strategy that touches every part of your business.

Yemi’s approach is actionable and measurable. She encourages founders to shift their focus from front-end sales to post-sale engagement and build a company culture where retention is everyone's responsibility. With the right systems, support, and mindset, you can transform customer success into your most reliable and scalable growth engine.

About Yemi Oluseun

Yemi Oluseun is the founder and CEO of The Change Hive, a consulting and training company that helps mission-driven businesses grow sustainably through retention-first strategies. With a background in corporate transformation, fintech, and customer growth, she’s passionate about helping leaders turn clients into long-term advocates.

About The Change Hive

The Change Hive empowers business leaders with the strategies and systems they need to improve customer retention and expand revenue. Through diagnostics, frameworks, and live workshops, The Change Hive helps SaaS and service-based businesses create sticky, high-value customer relationships.

Links Mentioned in this Episode:

• The Change Hive Website
• Yemi Oluseun on LinkedIn
• The Change Hive Retention Scorecard

Episode Highlights:

• Why retention is the most overlooked yet powerful growth lever
• The Change Hive’s five-point retention model for reducing churn
• How to use behavioral analytics and roundtables to drive engagement
• The role of milestone-based review requests in boosting trust and referrals
• How to identify revenue expansion opportunities with existing customers

Conclusion

Yemi Oluseun makes a compelling case for shifting your focus from acquisition to retention. With the right systems and engagement strategies in place, you can create a business that grows...