CHURN.FM

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 identify moments of delight and confusion, and why taking a cross-functional approach to onboarding is crucial as you scale.We wrap up by discussing how top companies like Miro and Figma empower users to look good to their teammates, and why making your champion the hero is the ultimate onboarding win.As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on andrew@churn.fm. Don't forget to follow us on Twitter.Mentioned resources: Delight PathProduct-Led OnboardingEurekaProductLedAppcuesMuralMiroFigmaAmplitudePendoChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.Mentioned ResourcesLinkedIn (Jamie Davidson)LinkedIn (Kelley Turner)VitallyClayDuolingo's Memo of Shifting to AIChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 the challenges of narrowing ICP without losing growth momentum.Mentioned ResourcesPaddleProfitWellPrice IntelligentlyIdioOptimizelyChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 behavior, retention, and satisfaction.We wrapped up by discussing how AI-native companies like  AssemblyAI are redefining usage-based pricing, customer segmentation, and churn forecasting in a rapidly changing landscape.Mentioned ResourcesAssemblyAI Mixpanel Google Analytics Adobe Omniture OpenAI Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 ResourcesAppsFlyerMatik.ioChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 success teams in the age of AI.Mentioned ResourcesHiBobVitally.ioChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 reach the first five closed deals.Mentioned ResourcesCapchaseChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 engagement by making feedback actionable.We also dive into strategies for integrating feedback across departments, using customer stories to fuel growth, and the future of human interaction in an AI-driven world.Mentioned ResourcesLinkedInHarkChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 video creation and editing, the importance of onboarding for retention, and why success isn't always about massive numbers but rather delivering value at the right moment.Mentioned ResourcesWistiaTalking Too Loud with Chris SavageEp 45 | How Wistia's creative brand voice helps them retain their customersChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 and Lucas' perspective on the evolving payments landscape and how AI and automation are shaping the future of subscription businesses.Mentioned ResourcesPaddlePrice IntelligentlyAn update on Price IntelligentlyChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 marketing are shifting rapidly, how AI-generated content and ads are unlocking new opportunities in B2B, and why traditional sales roles may soon become obsolete.We also discuss the death of outdated marketing channels, why direct mail is making a surprising comeback, and how G's team is leveraging AI-driven personalization at scale to drive record-breaking engagement.Mentioned ResourcesLinkedInHypergrowth PartnersRampRedditWaterfallClearbitRB2BKickFireAlbacrossClayChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 the balance between growth and efficiency, the impact of AI in customer support, and the hiring strategies that have fueled Pylon's expansion.Mentioned ResourcesPylonChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 avoid falling into the trap of ignoring core retention principles.We wrapped up by exploring how AI is reshaping product teams, why product-market fit collapse is happening faster than ever, and how companies can navigate the new challenges of AI-native product development.Mentioned ResourcesBrian BalfourReforgeChurn.FM Episode 1 | Churn is the silent killerThe 4 Growth Frameworks You Need to Build a $100M ProductInvest Like the Best: Dylan Field – Designing the FutureChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 scaling a SaaS business while bootstrapped, including how to align product, marketing, and sales when shifting to a new customer segment.Mentioned ResourcesAgorapulseEpisode 44 | Challenges tackling SMB churn and how to overcome themChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 also dive into Paul's approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world.Mentioned ResourcesCopy.AIChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon.Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 decided to shut down after significant investment, and what this taught him about market fit and opportunity cost.We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions.Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach.Mentioned ResourcesSaravana Kumar  Kovai.coDocument360ZendeskFreshdeskIntercomChurn360 GainsightVitallyBrian BalfourFour Fits For $100M GrowthUiPathClayChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 just products but also how companies think about customer value and retention. Kyle shares actionable insights on aligning pricing strategies with customer success to drive growth and minimize churn.Mentioned ResourcesKyle Poyar Klaviyo TremontGrowth UnhingedOpenViewSimon-KucherHow to find your first ICP   Leah TharinJames Hawkins  PostHogChargeflowHeidi Gibson GoDaddyNetflixValuePilotChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 Group evaluates potential acquisitions.We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture.Mentioned ResourcesTim Schumacher Saas.groupSedo.com GoDaddyOpen AI Adobe FigmaChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration.In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics drive early retention success.We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption.We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth.Mentioned ResourcesElliott Poppel General CollaborationMetaMeta PortalAppleGoogleMark ZuckerbergMuppetsAlexaGoogle HomeChatGPTGeminiClaudeHome AssistantGoogle DocsFigmaNotionLinearJira  AirtableSlackSuperhumanBrian Halligan     HubSpotChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he's leveraging AI to revolutionize customer success.We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement.We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI.Mentioned ResourcesAgencyDriftHubSpotVistaOpenAI  Jensen Huang Nvidia BG2 Podcast Copilot CursorChatGPT  Sequoia  Brian Halligan  WhatsApp Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups.In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement.We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement.Mentioned ResourcesRetention Funnels Google SheetSuperhuman EpisodeScale AIBounceMazeStanford UniversityGoTo GroupGojekAkshay KothariReforgeBrian BalfourMixpanelAmplitudeHotjarGeminiSegmentEleanor DorfmanNaked WinesGoogle AnalyticsCedric ChinCommoncogAB InBevLoomCanvaFigmaChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic.In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer insights.We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn.Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion.Mentioned ResourcesKrishna Raj Raja  SupportLogicSupport ExperienceCloudPhysicsVMware Palo Alto HotjarZendesk ChatGPT       Salesforce Tableau MuleSoft SnowflakeDatabricksNokiaRed HatStarbucksService CloudFreshdeskOracleSAP   KubernetesAdobeAppleRubrikNotionChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI.In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges.We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem.We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan's insights into building a resilient, motivated team that drives growth. Mentioned ResourcesScale AI  Substack  Respeecher RefaceQuokkaBirdEtsyPanel AISuperhuman      Gaurav Vohra UberLyftLIME AI   HotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman.In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling.We explore the deliberate strategies behind Superhuman's shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman's market reach.Mentioned ResourcesSuperhuman Oliver Wyman ReportiveMohannad Ali HotjarAppleKingstonSlackNotionWiki      Slack Connect HubSpotSalesforceChatGPTNetflixSpotifyDuolingo Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing  simplicity, decision-making, and critical thinking in customer success.Mentioned ResourcesLoyaltyPlantCustomer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups.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.He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth.Mentioned ResourcesStartup Dad PodcastMozillaImperfect FoodsFishman AF NewsletterReforgeChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth.We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects.Mentioned ResourcesFractional SaaSNVIDIAWomen in Success PodcastCatalystClickUpChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Henrique Cruz, Head of Growth at Rows.In this episode, Henrique shares how Rows radically transformed its user acquisition and activation strategy by making the product the homepage. He breaks down the bold decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%.We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows.Mentioned ResourcesRowsVeniamTalkdeskNotionSlackDigital OceanChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Melissa Kwan, CEO and Co-Founder of eWebinar.In this episode, Melissa shares her experience building and scaling eWebinar, a product-led company, and contrasts it with her previous sales-led ventures.We dive into the key differences between sales-led and product-led growth models, specifically how each approach tackles churn and retention.Melissa also opens up about the challenges of bootstrapping a SaaS company, the role of automation in scaling, and how focusing on lifestyle has shaped her business decisions.Mentioned ResourceseWebinar SpacioHomeSpotterHotjar  StripeChartMogulLeah TharinUserpilot    Emeric Ernoult Agorapulse Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Dan Siroker, CEO and Co-Founder of Limitless.In this episode, Dan shares his journey from founding Optimizely, growing it to $120 million in ARR, to now leading Limitless, a company focused on building products that enhance memory.We discussed the challenges of transitioning from B2B to B2C, including how AI is reshaping consumer retention and the importance of product focus and execution.Finally, we wrapped up by diving into Dan's philosophy on building products that truly "wow" and how startups can achieve that through ruthless prioritization and attention to detail.Mentioned Resourceslimitless.aiOptimizelyChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Joe Di Grande, the founder of Joe Does Tech Touch, a consulting firm specializing in customer success automation.In this episode, Joe discusses the transformative power of data-driven automation in customer success. He shares how companies can leverage data to segment customers, automate renewals, and scale personalized engagement—without needing large teams.Joe also explains how automating critical processes like renewals and pricing adjustments can directly impact Net Revenue Retention (NRR) and customer satisfaction.We then wrapped up by diving into the importance of organizing customer data and implementing the right tools to ensure scalable success for both SMB and enterprise clients.Mentioned ResourcesJoe Does Tech Touch   VitallyBusiness InsiderSalesloft  Outreach   eMarketerStripeLoomChurnZeroClayVidyardAir AINetflixChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 within customer success teams as they scale, with Ben introducing the concept of time inventory exercises to optimize team efficiency and quantify the value of new investments. We wrapped up by exploring strategies for fostering a positive team culture through continuous learning and proactive communication.Recommended ResourcesEvident  Salesmsg Intellum CrossFit  Chili Piper Hotjar Zendesk Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 insights are influencing Userpilot's product positioning and strategy moving forward, along with the importance of understanding customer needs through both qualitative and quantitative data.Mentioned ResourcesUserpilot Wisemont Language Services Jason Lemkin DHL Nir Eyal HookedContentsquareHeapPendoAmplitudeSprigPostHogJames Hawkins     AWS HotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 process. Harrison discusses the key factors to consider when defining your ICP, how to leverage data to prioritize the best-fit customers, and the impact of these strategies on churn and retention.Mentioned ResourcesGoodFit PaddleGartner ChatGPTBuiltWithAlipayRahul Vohra    ShowCodeDavid Darmanin  HotjarSegmentDrift   Bose Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 customer retention and how Entrust is leveraging AI to enhance customer experience at scale.Mentioned ResourcesEntrustAWSGitLabHotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS

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 implement these practices at LogicGate and Transcend.Mentioned ResourcesTranscendPavilion Sales Assembly LogicGate PwC Notion Gong    UserGems Bose Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 from Jexo's journey in the SaaS ecosystem.Mentioned ResourcesMisfit Founders SaaStockJira  SlackAtlassian EcosystemMisfit Episode ReferencedChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 product development and marketing strategies but also influenced their unique team structure, where every team member can code.We wrapped up with James talking about the transition from self-hosted to cloud services and their strategic shift to usage-based pricing.Mentioned ResourcesPostHog  Arachnys Jira  GitHub Hacker News KubernetesAWSCloudflareZendeskChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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's evolution from a tool-based approach to a comprehensive retention platform, and the future of AI-driven churn prediction.Mentioned ResourcesChurnkeyHotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 strategies for implementation.We wrapped up by discussing the role of product marketing in working with sales, customer success, and product teams to ensure a seamless customer experience from onboarding to retention.‍Mentioned ResourcesProductive PMMUserEvidenceChili PiperChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 ResourcesJoe Leech cxpartners Marriott.comeBayDavid Darmanin    HotjarName It to Tame It Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 iterative pricing strategies. We wrapped up by exploring actionable insights on leveraging pricing metrics to enhance customer engagement and reduce churn.Mentioned ResourcesImpact PricingSelling Value BookImpact PricingWin Keep GrowChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 their activation channel to Slack, which significantly boosted virality within companies.We wrapped up by exploring the strategies Disco used to maintain growth during the pandemic and how they adapted to changing market conditions.Mentioned ResourcesCulture AmpSlackThe Bridge RoundChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 strategies she used at Uber, and effective reactivation tactics. We wrap up by exploring the challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention.Mentioned ResourcesPlanableUberOracleAgoraPulseGithubChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 work with various companies, highlighting actionable insights for startup growth.Mentioned Resources:HyperGrowth PartnersDeepgramAshbyRetoolAuth0VercelVueCursorGitHubCoPilotSiriusChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 wrapped up by diving into the importance of having a solid data tracking plan and Andy shared Phiture's systematic approach to help companies optimize their user engagement and retention strategies.‍Mentioned ResourcesPhiture SoundCloud VSCO Brian BalfourReforgeBrazeFishBrainPhiture Taxonomy TemplateChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 collaboration in driving successful churn reduction initiatives.Mentioned ResourcesUnbouncePMM CampKajabiChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 real-world scenarios to enhance customer discovery and engagement processes.Mentioned ResourcesShape Up Felt PresenceBasecampHotjarShaping in Real LifeHow to Web ConferenceBob MoestaDemand Side Sales 101Four Fits For $100MGPT-4Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 collaboratively driving the company's growth and customer satisfaction.Heather also discusses the evolution of her role at PagerDuty, the importance of internal collaboration, and how integrating product feedback loops can significantly impact customer retention and success.Mentioned ResourcesProduct + Success: The Winning Dou for Customer Success (Tatyana Mamut)PagerDuty#IamRemarkableChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

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 by discussing the importance of maintaining continuity and engagement in customer relationships and how to ensure the high standards of customer experience are upheld even in the face of such challenges.Mentioned ResourcesCustomer.ioBig ButtonChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.