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
278 episodes
E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar
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 sc...
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Episode 277
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37:50
E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar
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...
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Episode 276
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50:14
E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher
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 acquis...
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Episode 275
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35:39
E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel
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 ...
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Episode 274
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35:49
E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres
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 succe...
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Episode 273
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42:05
E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels
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...
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Episode 272
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42:20
E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja
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 custome...
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Episode 272
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43:06
E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko
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 ...
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Episode 270
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44:16
E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra
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 br...
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Episode 269
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50:39
E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian
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...
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Episode 268
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39:21
E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman
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 ...
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Episode 267
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45:49
E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley
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 i...
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Episode 266
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37:56
E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz
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 dec...
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Episode 265
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45:52
E264 | Sales-Led vs. Product-Led: The Key Differences Tackling Churn with eWebinar's CEO Melissa Kwan
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 ...
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Episode 264
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46:39
E263 | From Optimizely to Limitless: Dan Siroker on Building Products That Wow
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 ...
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Episode 263
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42:36
E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande
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 suc...
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Episode 262
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35:47
E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis
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 onboardi...
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Episode 261
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49:59
E260 | The PLG vs. SLG Debate: Surprising Insights from SaaS Benchmarks with Emilia Korczynska of User Pilot
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.
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Episode 260
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48:19
E259 | Identifying Your Ideal Customer Profile: A Data-Driven Approach with Goodfit's CEO Harrison Rose
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 iden...
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Episode 259
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43:08
E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul
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 sh...
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Episode 258
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39:54
E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow
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 ...
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Episode 257
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45:06
E256 | Community-Driven Development: Boosting Retention with Integrations with Biro Florin
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 ...
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Episode 256
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44:26
E255 | Navigating Growth and Retention: Lessons from PostHog’s CEO, James Hawkins
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-...
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Episode 255
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41:37
E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall
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 discus...
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Episode 254
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39:22
E253 | Optimising Positioning, Messaging, and Buyer Enablement to Drive Customer Success with Jason Oakley
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, focusin...
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Episode 253
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33:15