CHURN FM

This week on the show we have Gaurav Vohra, Head of Product Growth and founding team member at Superhuman. In this episode, Gaurav shared share how they shifted from a solo to a team-focused product strategy, enabling Superhuman to break through their growth ceiling. Here's what you'll gain from this episode: ✅ How Superhuman scaled from individual users to team adoption 🌐 The strategic transition from a solo to multiplayer mode ⚙️ Key product changes to support collaboration and growth 🚀 Balancing quality and growth: insights from Superhuman’s journey 💡 Gaurav’s approach to navigating internal alignment for team-focused growth Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

This week on the show we have Evgenia Mkrtychian, Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant. In this episode, Evgenia shares how to simplify Customer Success to retain loyal customers at scale. Here's what you'll gain from this episode: ✅ Practical strategies for scaling customer success and engagement 📈 Insights into LoyaltyPlant’s impressive 30% revenue growth and key process improvements 🎮 How gamification boosts customer loyalty and retention 📚 Insights from Evgenia’s new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS" 🧠 The importance of simplicity, quick decision-making, and critical thinking in CS Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

This week on the show we have Adam Fishman, interim SVP of New Products at Mozilla and host of the Startup Dad Pod. In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn. Here's what you'll gain from this episode: 🔍 Controllable vs. Seemingly Uncontrollable Churn: How to identify which churn factors are within your control and which only appear out of reach. 🚀 Patreon’s Retention Playbook: Adam discusses how to manage creator and fan retention, focusing on taming seemingly uncontrollable churn. ⚖️ Managing Logistics and Expectations: Insights from Imperfect Foods on how to turn logistical challenges into retention opportunities. 🧠 Customer Psychology: Learn the psychological levers you can pull to retain customers longer, even when churn seems out of your control. 🤝 Building Trust Early: Why the first steps in onboarding can help manage seemingly uncontrollable churn early in the customer journey. Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

This week on the show we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS, and host of the Women in Customer Success podcast. In this episode, Marija shares how you can turn seemingly unrelated skills from past experiences into customer success strengths to land your next role. Here's what you'll gain from this episode: 🎵 How Marija transitioned from a professional musician to customer success leadership 🎯 The seemingly unrelated skills that became her superpowers in business 🔄 Key strategies for recognizing transferable skills when making career transitions 📊 Why portfolio careers are on the rise and how Marija is balancing consulting, coaching, and personal projects Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

Today on the show we have Henrique Cruz, Head of Growth at Rows.com. In this episode, Henrique shares how Rows redefined user activation by removing traditional barriers and making their product the homepage. He explains how this bold decision helped Rows triple its user signups from 8% to 27%. Here's what you'll gain from this episode: ✅ The secret behind Rows’ login-less experience ⚙️ How to optimize activation through real-time product interaction 📊 The impact of marketing integrations on customer growth 📈 Insights into balancing freemium and paid conversion Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

Today on the show we have Melissa Kwan, CEO & Co-Founder of eWebinar. In this episode, Melissa shares the key differences in tackling churn in a PLG vs. SLG business. Here's what you'll gain from this episode: ✅ The challenges of building software for high-churn industries ⚙️ Why product-led growth can offer more flexibility in managing churn 📊 The role of founder-led sales in refining product-market fit 🌍 How building a personal brand humanizes SaaS 🚀 Strategies for learning from customer feedback to reduce churn Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

Today on the show we have Dan Siroker, CEO & Co-Founder of Limitless. In this episode, Dan shares his journey from scaling Optimizely to $120MM in ARR to building Limitless, now focusing on enhancing memory through AI. Here's what you'll gain from this episode: ✅ Learn how B2B and B2C retention strategies differ and what works 🤖 Discover the role of AI in creating truly magical customer experiences 🎯 Understand the importance of focus in product development 💡 Explore the Minimum Viable Product concept in today’s AI-driven world 📈 Hear how Limitless is addressing challenges with pricing and customer retention Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

Today on the show we have Joe Di Grande, Founder of Joe Does Tech Touch. In this episode, Joe shares how data-driven automation can transform Customer Success. Here's what you'll gain from this episode: ✅ How data-driven automation can scale personalized customer success 🔄 Automating renewals and pricing adjustments to boost Net Revenue Retention (NRR) 📊 Effective customer segmentation strategies to enhance engagement ⚙️ The role of customer data organization in ensuring success for SMB and enterprise clients 🛠 Tools and techniques to automate critical processes with minimal team involvement Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

Today on the show we have Ben Francis, Director of Customer Success at Evident. In this episode, Ben shared his insights on building and scaling customer success teams from the ground up. Here's what you'll gain from this episode: ✅ Learn the first steps to take when building a customer success team from scratch. 📊 Discover strategies to optimize onboarding and activation processes for quick wins. 🛠️ Understand how to balance managed revenue and customer accounts for better team efficiency. 🧩 Explore the role of specialization within customer success teams and when it’s beneficial to implement. 🎓 Get insights on creating a culture of continuous learning and proactive team communication. Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!

Today on the show we have Emilia Korczynska, VP of Marekting at Userpilot. In this episode, Emilia shared some surprising insights from their latest SaaS benchmarks report at Userpilot. Here's what you'll gain from this episode: ✅ Insights into the surprising findings from Userpilot’s latest SaaS benchmarks report 📊 Why PLG companies are seeing lower performance metrics than expected 🤔 How these findings are reshaping Userpilot’s product positioning and strategy 🧩 The importance of combining qualitative and quantitative data to truly understand customer needs Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform. Links to the recording are in the comments. We'd love to hear your thoughts!