All Episodes

E304 | Why Product Delight Is No Longer Optional | Nesrine Changuel (Skype, Google, Spotify)

E303 | Customer Success Is Dead. Meet the Growth Department.

E302 | Why 51% of Subscribers Cancel Each Year—and How to Reduce Voluntary Churn

E301 | Smarter Dunning: How Data and Intent Change Payment Recovery with Charles Rosenblatt of Butter Payments

E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email

EP299 | How to Build a Brand That Speaks to Robots and Humans with Susan Keplinger | Force of Nature

E298 | Why LLM Agents Are Now your VIP Visitors and How to Optimize for Them

EP297 | How Freemius Aligns Pricing With Growth to Reduce Graduation Churn

E296 | What thousands of A/B tests reveal about websites that convert and retain with Casey Hill | DoWhatWorks

E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners

E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point

EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success

E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams

E291 | From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play with Andrew Davies

E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI

E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled

E288 | How AI Is Transforming Customer Success with Sivan More of HiBob

E287 | From CAC Recovery to Higher ACVs: The Power of Upfront Payments with Miguel Fernandez Larrea

E286 | Humanizing Feedback: Hark’s Vision for Customer-Generated Content with Fran Brzyski

E285 | Betting on Yourself: Wistia’s Bold Pivot From Video Hosting to a Multi-product Platform with Chris Savage

E284 | Optimizing Payments for Growth and Retention with Paddle's Lucas Lovell

E283 | AI Powered Growth: How Reddit and Ramp Are Winning with Guillaume Cabane

E282 | Navigating Early-Stage Growth: Churn, Retention, & Customer Success at Pylon

E281 | The Foundational Laws of Retention That Haven’t Changed in the AI Era with Brian Balfour

E280 | Reinventing Go-To-Market: Lessons from Agorapulse’s Upmarket Expansion with Emeric Ernoult

E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian

E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen

E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar

E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar

E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher

E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel

E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres

E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels

E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja

E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko

E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra

E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian

E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman

E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley

E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz

E264 | Sales-Led vs. Product-Led: The Key Differences Tackling Churn with eWebinar's CEO Melissa Kwan

E263 | From Optimizely to Limitless: Dan Siroker on Building Products That Wow

E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande

E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis

E260 | The PLG vs. SLG Debate: Surprising Insights from SaaS Benchmarks with Emilia Korczynska of User Pilot

E259 | Identifying Your Ideal Customer Profile: A Data-Driven Approach with Goodfit's CEO Harrison Rose

E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul

E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow

E256 | Community-Driven Development: Boosting Retention with Integrations with Biro Florin

E255 | Navigating Growth and Retention: Lessons from PostHog’s CEO, James Hawkins

E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall

E253 | Optimising Positioning, Messaging, and Buyer Enablement to Drive Customer Success with Jason Oakley

E252 | Preventing Team Churn: Leadership Tactics for Retaining Talent with Mr Joe

E251 | Pricing & Packaging for Long-Term Customer Retention with Mark Stiving

E250 | How Disco Boosted Virality by Switching Activation Channels with Justin Vandehey

E249 | Optimizing User Acquisition for Long-Term Retention with Planable's CMO, Miruna Dragomir

E248 | How Anti-Retention Metrics and Next Best Actions Boost Retention with Martin Gonto

E247 | Mastering Mobile Retention: Insights from SoundCloud and VSCO with Andy Carvell from Phiture

E246 | Optimizing Cancellation Flows to Reduce Churn: Unbounce’s Approach with Tamara Grominsky

E245 | Shaping Customer Discovery During Active Vs Passive Looking Phases with Ryan Singer

E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown

E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions

E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang

E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM

E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL

E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention

E238 | Preventing Churn Through Strategic Objection Handling with Vendr's Lizzy Rosen

E237 | Pivoting Strategies Amidst Rapid Expansion scaling Retention.com to $20M+ ARR with Adam Robinson

E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali

E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill

E234 | 6 Key User Onboarding Strategies Learned from HubSpot and Wistia with Andrew Capland

E233 | Continuous Discovery as a Tool for Product-Market Fit and Churn Reduction with Teresa Torres

E232 | Transforming CS to Drive Sales and Secure Retention in an Economic Downturn with Mixmax's VP of Success, Elliot Kohtz

E231 | Unlocking Growth: Sofia Quintero's Insights on Product Innovation and Market Fit

E230 - A Pivotal Moment for Customer Success: AI, Efficiency, and Innovation with Kristi Faltorusso

E229 | Navigating Customer Success in the Cloud and On-Prem: Insights from Algolia and Alteryx with Jim Schattin

E228 | Driving Engagement: Behavioral Science Insights from Credit Karma and Google with Irrational Labs CEO, Kristen Berman

E227 | Soaring High in Customer Loyalty: Lessons from the Airline Industry with Loyalty Status CEO, Mark Ross-Smith

E226 | The Bold Pivot: Dropping Peak Performer's $900K ARR to Start Inferless, with CEO Aishwarya Goel

E225 | Hypercare: Bolt's Secret to Seamless Customer Onboarding with CCO, Shilpi Narang

E224 | Bottoms-Up vs Top-Down: The SaaS Model Showdown with Dennis Mortensen

E223 | Next-Gen Customer Success: Digital Education as a Key Strategy with Gainsight's Steve Cornwell

E222 | Redefining Engagement: The Web 3.0 Approach to Customer Success with Dror Avieli

E221 | Product + Success: The Winning Duo for Customer Success with Tatyana Mamut

E220 | Unpacking User Retention Tactics at Tinder, TripAdvisor, and Facebook with Ravi Mehta

E219 | Wolf-Mode Activated: Planhat's CCO Unveils Their Secret to Driving Exceptional Customer Outcomes

E218 - Flatfile's Strategic Shift from PLG to Sales-Led and Back with VP of Customer Success Becca Weiss

E217 | Maximizing Shots on Goal: The Key to Growth and Retention with AngelList's Matt Bilotti

E216 | Leveraging the Jobs to be Done Framework for Customer Success with HubSpot's Daphne Costa Lopes

E215 | Redefining Customer Success Without Direct Engagement with Vitally's CEO, Jamie Davidson

E214 | Measurable Advocacy Strategies: Elevating Customer Success Manager Performance with Jonathan Riftin of Optimove

E213 | Unlocking the Secrets of Acquiring Your Ideal Customers with Appcue's Meg Gowell

E212 | Community-Driven Innovation: How Ivy's 15,000+ community members are Reshaping the AI Landscape with CEO, Dan Lenton

E211 | How Strategic Partnerships Drive Customer Retention with Ashby's VP of Customer Success, Kelsey Peterson

E210 | Data, Decisions, and Dollars: How Customer Success Operations Boosts Your Bottom Line with Luis Barbosa, Customer Experience Leader at Teya

E209: Cracking the Funnel: How to Iterate Your Way to Product Market Fit with Arcade's CEO Caroline Clark

E208: Retention Starts from Day One: Strategies for Success through Personalization and Experimentation with Fireflies CEO Krish Ramineni

EP 207 | Ziv Peled (AppsFlyer) The Customer Success Flywheel: How to Drive Growth and Retention in Challenging Times

EP 206 | Kaz Ohta (Treasure Data) - Cracking the code of enterprise Customer Success with data

EP 205 - Abbas Haider Ali (Github) Building a Scalable Customer Success Program

EP 204 - Dan Burkhart (Recurly) The Art and Science of Retention Driving Strategies

EP 203 - Evgenia Mkrtychian (LoyaltyPlant) Where Customer Success and Marketing Strategies Meet

EP 202 - John Gleeson (Success Venture Partners) - How Customer Success Drives Startup Success

EP 201 - Tom Carnewal (Customer Cross Company) Improving Customer Experience with Friction Hunting

EP 200 - Enzo Avigo (June) Iterating Towards Product Market Fit: Challenges and Methodologies

EP 199 - John Chen (Fika Ventures) Starting with Zero — Lessons in Finding Product Market Fit

EP 198 - Vanessa Neurohr (Muck Rack) Growing Customer Success and strategies for getting buy-in

EP 197 - Vic Davis (Inflection) Unlocking the Potential of Product-Led Growth

EP 196 - Chris Dishman (Totango) Prioritising Customer Success During Challenging Times

EP 195 - Alison Prator (Float) The evolution of Customer Experience at Hyper-growth Startups

EP 194 - Tony Sternberg (ProsperStack) Automating Tailored Customer Experiences to Reduce Churn

EP 193 | Maria Blakeway (Pushway) - How to evolve your Customer Success approach from reactive to predictive

EP 192 | Nik Mijic (Matik) - How to effectively communicate your value to increase retention

EP 191 | Eric Melchor (Optimonk) - How to create personalized user experiences for better engagement and retention

EP 190 | Robin Singhvi (SmartCue) - How Smartcue leverages customer champions to define their product roadmap and increase retention

EP 189 | Foti Panagiotakopoulos (Growth Mentor) - Doing Things That Don't Scale: How to Combat Customer Churn

EP 188 | Eleanor Dorfman (Retool) - Tackling churn in a downturn

EP 187 | Steve Hazelton (Sturdy) - Predicting vs preventing churn

EP 186 | Hubert Palan - How Productboard prioritizes their backlog and defines a retention-driving product strategy

EP 185 | John Collins - How Intercom leveraged content to drive adoption and increase retention

EP 184 | Valentin Radu - How Omniconvert avoided death and pivoted into a blue ocean

EP 183 | Geoffrey Moore - How your churn and retention is impacted by your stage of growth

EP 182 | Daniel McCarthy - How investment firms use customer behavior predictions to set valuations on the companies they acquire

EP 181 | Dominic Constandi (ZoomInfo) - The value of a first impression

EP 180 | Darius Contractor - Activation lessons learned from Airtable, Facebook, and Dropbox

EP 179 | Rupesh Rao (CogniSaaS) - Focusing your customer onboarding on customer outcomes and how it impacts retention.

EP 178 | Fio Dossetto (Postmark) - Using product-led content marketing to fuel customer retention

EP 177 | Matt Young (UserVoice) - How to collect retention driving feedback

EP 176 | Dileepan Siva (Upscribe) - How to fuel e-commerce growth with retention

EP 175 | Paul Harwood (Useristics) - Understanding the differences between Behavioral vs Attitudinal reasons for churn.

EP 174 | Luka Kankaras (Usersnap) - The systematic approach Usersnap took to increase customer retention

EP 173 | Jamie Shanks (Pipeline Signals) - Monitoring and growing customer champions to crush churn and drive acquisition

EP 172 | Greg Daines (Total Customer Strategy) - Customer Satisfaction has no correlation with Customer Retention

EP 171 | Baxter Lanius (Alternative) - How alternative financing options can be used to drive growth and reduce churn.

EP 170 | Trey Hoffman (Fleetio) - How to set up a monthly churn insights meeting and how it helps drive retention

EP 169 | Farzad Rashidi (Respona) - How Visme went from 0 to 3million in organic traffic, and how they productized the process.

EP 168 | Ziv Peled (AppsFlyer) - How a Customer Success org of 240 strong delivers an impactful and consistent experience for their customers

EP 167 | Firaas Rashid (Hook) - Understanding the buyers and sellers side in an enterprise software deal

EP 166 | Claudiu Murariu (InnerTrends) - Setting up your data stack for impactful retention analysis.

EP 165 | Lowell Ricklefs (Traction Advising) - New business VS retention: Which metric influences a company’s acquisition.

EP 164 | You Mon Tsang (ChurnZero) - The evolution of focus on net revenue retention

EP 163 | Michael Winnick (Dscout) - Creating human relationship capital to reduce churn

EP 162 | Romaric Philogéne (Qovery) - Building empathy by hiring your customers to run customer success.

EP 161 | James Mayes (Mind The Product) - Transitioning to a subscription-based business.

EP 160 | Andrew Peterson and Spencer Dent (Clozd) - Qualitative churn analysis.

EP 159 | Steffen Hedebrandt (Dreamdata) - How turning customers away increases retention.

EP 158 | Jonathan Widawski (Maze) - How Maze Segments Churn Based On Their Products Vision

EP 157 | David Darmanin (Hotjar) - Understanding the difference between acceptable and worrying churn

EP 156 | Kyle Pursell (Shopify) - Leveraging email to increase engagement & retention

EP 155 | Maranda Dziekonski (Swiftly) - Building out a high-touch Customer Success team

EP 154 | Bryan Plaster (CompleteCSM) - Creating true customer evangelists with workshops and success days

EP 153 | Aggelos Mouzakitis (Glofox) - Taking a more human approach to diagnosing churn and retention.

EP 152 | Diana De Jesus (Catalyst) - How to break into Customer Success and tips to thrive in the role

EP 151 | Christian Wiklund (unitQ) - How unstructured user feedback can impact churn & retention.

EP 150 | Chris O’Neil (Glean) - The importance of alignment, clarity, and cohesion across a team to reduce churn, and how to achieve it.

EP 149 | John Zeratsky (Character) - Using Design Sprints to increase retention.

EP 148 | Mohammad Nasrullah (Integry) - The impact of integrations on churn and retention.

EP 147 | Philipp Wolf (Custify) - The importance of data hygiene when implementing a Customer Success tool.

EP 146 | Tomer Suarez - How to convert your customer service from a “cost-center” into a profit driver

EP 145 | Sonciary Pérez (Quala) - Engagement is not always a clear prediction of retention

EP 144 | Kevan Lee (Oyster HR) - How and why churn and retention differs at Buffer, Polly, and Oyster HR.

EP 143 | Lou Rosenfeld - How Rosenfeld Media built an engaged community driving long term retention for their business

EP 142 | Dave Jackson (TheCustomer.Co) The 7 principles of Customer Success

EP 141 | Ryan Glasgow (Sprig) - Why churn and retention always comes back to your user onboarding experience and how to improve it

EP 140 | Puneet Kataria (CustomerSuccessBox) - The moving pieces of a successful customer success stack.

EP 139 | Harini Gokul (AWS) - Baking Customer Success into your company’s DNA from day 1.

EP 138 | Gareth Drabble - How Contentsquare use Health Scoring to predict adoption and retention

EP 137 | Suresh Shankar (Crayon Data) - How to prevent churn with your enterprise customers

EP 136 | Scott Singerman - Inside Mixpanel’s retention driving partnerships programs.

EP 135 | Shreesha Ramdas (Strikedeck) - Transform your company’s customer success mindset from a cost centre to a growth centre

EP 134 | Ryanne Doumet - How PandaDoc scaled their high touch customer success model as the company scaled.

EP 133 | Basel Fakhoury (User Interviews) - Transitioning from a transactional to a subscription pricing model: How it affects customer retention.

EP 132 | Kris Rudeegraap - 3 changes Sendoso made to achieve a net dollar retention close to 120% with their mid-market and enterprise customers.

EP 131 | Marty Cagan (svpg) - How the best leaders empower their product teams and set them up for success.

EP 130 | Carlos Gonzalez de Villaumbrosia (Product School) - How a strong community can add value to your business and ensure long term retention.

EP 129 | Christoph Janz (Point Nine Capital) - The evolving SaaS industry and the impact on churn and retention

EP 128 | Babis Makrynikolas (Blueground) - Pricing and packaging strategies from Amazon and Blueground

EP 127 | Jeff Heckler - How Pipedrive built a Customer Success team at scale that helped drastically decrease churn

EP 126 | How SentiSum helps brands leverage their customer conversation data to increase retention.

EP 125 | Alfie Marsh - How Spendesk built a sales and revenue model that eliminates churn

EP 124 | Srikrishnan Ganesa (Rocketlane) - How revisiting your target market can help accelerate growth.

EP 123 | Paul Lynch (Chargify) - The only silver bullet to mitigate churn is value

EP 122 | A major milestone for Churn FM and an exciting investment announcement - Special guest: Panos Papadopoulos (Marathon VC)

EP 121 | Wayne McCulloch (Google Cloud) - How to build a churn crushing Customer Success team, like Salesforce and Google Cloud.

EP 120 | Etie Hertz (Loris.ai) - How customer support conversations with your customers can help reduce churn.

EP 119 | Jeremey Donovan - How SalesLoft delight and retain customers by building fun, useful tools they give away.

EP 118 | Fletcher Richman (Atlassian) - Halp’s effortless and unique land and expand strategy that boosts retention.

EP 117 | Esben Friis-Jensen (Userflow) - How sale incentives drive net retention in customer success.

EP 116 | Teresa Anania - How Zendesk is adapting best practices in product to customer success, and how it impacts churn and retention.

EP 115 | Eric Keating - How Appcues customize their onboarding flow based on a “product adoption score” to increase retention.

EP 114 | Cactus Raazi (EXOS) - How to increase customer retention through personalized pricing

EP 113 | Harini Karthik (Loom) - How to build a data team to uncover retention drivers & fuel growth for your business

EP 112 - Louis Grenier (Everyone Hates Marketers) - How to Stand the F*ck Out with Louis Grenier.

EP 111 - Nick Fogle (Churnkey) - How Wavve optimized their offboarding flow for retention, and productized their process to help other companies reduce churn.

EP 110 - Tadas Labudis (Prodsight) - Why you should rethink churn exit surveys and what to do instead.

EP 109 | Julien Codorniou - How Workplace from Facebook scaled to over 5 million users with near-zero customer churn.

EP 108 | Chris Hicken ('nuffsaid) - How to crush churn before it even starts with user testing.

EP 107 | Ashvin Vaidyanathan - How Gainsight’s Customer Success and Product teams work together towards a common north star metric.

EP 106 | Rav Dhaliwal (Crane Venture Partners) - The evolution of Customer Success and what CS teams are still getting wrong in 2021

EP 105 | Mayor Francis X. Suarez - City as a Service (CaaS): How the best cities retain their citizens.

EP 104 | Erica Ayotte - How Privy doubled down on a cross functional CS team, and what this means for retention.

EP 103 | Brian LaFaille (Google) - Why Brian threw out the notion of customer journey maps and replaced it with a behaviour mapping exercise to increase retention.

EP 102 | Harrison Rose (Paddle) - Crush churn by defining your product category and taking ownership.

EP 101 | Mike Sasaki and Tyler Ramsey (Mitek) - How to strategically plan and successfully execute a user onboarding revamp

EP 100 | Ziv Peled 💥 - How AppsFlyer flipped their focus on churn to retention & renewals and built growth predictability in the process.

EP 99 | Emily González-Cebrián - How Froged retains customers by scaling a personal and human onboarding experience.

EP 98 | David Sakamoto (GitLab) - Why customer success should be the orchestrators of your customer experience across the board

EP 97 | Mariah Hay - How Help Scout uses Support-Driven Growth to increase retention.

EP 96 | Derek Steer - How Mode’s hyper-focus on a specific customer persona increases retention and crushes the competition

EP 95 | Shanta Bodhan (SupplyShift) - Why Customer Success at SupplyShift is involved early in the sales process and how this impacts churn.

Ep 94 | Dan Burcaw (Nami ML) - Unique churn challenges for mobile subscription businesses and how to tackle them.

EP 93 | Sydney Strader (Catalyst) - How InVision’s hyper-growth masked churn and retention rates and what was the turning point.

EP 92 | Javier Suarez (Oliva) - How TravelPerk reduced churn by building features that create superpowers for their users.

EP 91 | Kristi Faltorusso - Why IntelliShift ditched their churn risk score and now start all their customers off in the red zone.

EP 90 | Dave Blake (ClientSuccess) - How Adobe managed the transition from selling compact discs to cloud subscriptions.

EP 89 | Luke Diaz (Clearbit) - How Optimizely, AppsFlyer and Clearbit approach their unique churn challenges.

EP 88 | Megan Murphy - How Hotjar’s VP of Product took the “Jobs To Be Done” framework to the next level, to build a customer value driven product strategy.

EP 87 | Ryan Robinson (ryrob.com) - How content can be leveraged to increase retention and grow customer advocacy

EP 86 | Megan Bowen (RefineLabs) - How Grubhub successfully retains customers during mergers and acquisitions.

EP 85 | Derek Skaletsky (Sherlock) - How to develop a customer engagement score and increase retention in the process

EP 84 | Sançar Sahin (Oliva) - Sançar’s secret weapon to nailing a retention driving product positioning

EP 83 | Patrick Thompson (Iteratively) - How Atlassian mastered their land and expand strategy with experimentation.

EP 82 | Adelina Peltea - How Holded improves longterm retention with a “Constant Onboarding” approach.

EP 81 | Mark Tanner (Qwirl) - The pros and cons of a freemium plan and how it impacts churn

EP 80 | David Apple (Notion) - The evolving role of Customer Success in hyper-growth companies

EP 79 | Angel Steger (Facebook) - More than numbers: How a “bad hookup face” helped Pinterest increase virality and retention.

EP 78 | Francis Brero - Why MadKudu pivoted their company’s focus from churn risk detection to conversion prediction.

EP 77 | Ward Sandler (MemberSpace) - Reduce churn with these 3 cancelation alternatives in your exit flow.

EP 76 | How retention helped Drift’s VP of strategy, Adam Schoenfeld build and sell 2 companies

EP 75 | Bozena Pieniazek (Maze) - How Product Marketing impacts churn & retention

EP 74 | Mark Thompson - Why your customers churn involuntarily and how to prevent it.

EP 73 | David Brice - Why Envato launched a subscription service alongside its 15-year-old transactional business.

EP 72 | Panos Siozos - How crossing the chasm into the late majority impacts churn and how to avoid it

EP 71 | John Henwood - How productboard increased retention by scaling a handheld onboarding experience

EP 70 | Ryan Bonnici - How G2 structures its marketing team to accelerate growth and increase retention.

EP 69 | Samuel Hulick - How to improve user retention with a killer onboarding plan.

EP 68 | Sjoerd Handgraaf - How to increase retention in a two-sided Marketplace Business

EP 67 | Mark Roberge - How to drive revenue growth through customer retention

EP 66 | Georgiana Laudi - How to use Jobs To Be Done to create a laser-sharp SaaS growth Strategy

EP 65 | Rahul Vohra - How Superhuman avoids churn by systematically increasing product-market fit.

EP64 | Amaan Nathoo - How Later combine customer success and product-led growth to increase customer retention

EP 63 | Jay Nathan & Jeff Breunsbach (Customer Imperative) How to set up Customer Success for churn shattering results.

EP 62 | Bryant Chou (Webflow) Why churn and retention have taken the backseat at Webflow.

EP 61 | Robbie Kellman Baxter (Peninsula Strategies) How to cement trust with new customers in times of a crisis and uncertainty

EP60 | Alex Atkins (CXL Institute) Why CXL’s Head of Growth focuses on retention to drive growth

EP59 | Lauren Culbertson (LoopVOC) How to align feedback to understand your ideal customer profile and tackle churn

EP58 | Yahav Hartman (Madgicx) - How to use paid advertising to increase customer retention

EP57 | JR Farr (Weav.com) - How to fight churn by automating your customer retention flow

EP56 | Matt Barnett (Bonjoro) - How to use hyper-personalized videos to retain customers and reduce churn

EP55 | Brian Balfour (Reforge) - How to improve user activation by establishing the right product habits

EP54 | James Mulvany (Podcast.co) - How to resurrect churning customers in a non-pushy way

EP53 | Emmanuel Straschnov - Why Bubble’s greatest success can lead to churn and how they’re tackling it

EP52 | Nathan Barry - How ConvertKit acquires and keeps loyal customers by focusing on a specific niche

EP51 | Olga Andrienko - How SEMrush uses gamification to engage users and increase retention

EP50 | Ziv Peled - How AppsFlyer’s Customer Success team has generated over $100 million in expansion revenue

EP49 | Huw Slater - How Travelperk’s CFO prioritizes churn reduction to drive growth

EP48 | Aazar Shad (Userpilot) - How churn can be masked during rapid growth and how to identify it

EP47 | Arundhati Balachandran - How Chargebee’s Customer Success team increases expansion revenue with data

EP46 | Yuval Keshtcher (UX Writing Hub) - How UX writing can be a game-changer in fighting churn

EP45 | Chris Savage - How Wistia’s creative brand voice helps them retain their customers

EP44 | Emeric Ernoult (Agorapulse) - Challenges tackling SMB churn and how to overcome them

EP43 | Bob Moore (Crossbeam) - How to create a stickier product with the right partnerships

EP42 | Casey Graham (Gravy) - How to combat involuntary churn with a human-first approach

EP41 | Carl Gold (Zuora) - Why fighting churn starts with finding the right metrics

EP40 | Gen Furukawa (Retainable) - Retention is the key to successful marketing: why marketers should pay more attention to churn

EP39 | Megan McMullin - How MeetEdgar reduces churn by scaling a personal onboarding experience and building a community

EP38 | Marvin Liao (500 Startups) - Why customer retention is a key metric for seed-stage investments

EP37 | Josh Garofalo (Sway Copy) - Customer retention starts with copywriting: how to attract the right customers with your copy

EP36 | Adam Dorrell (CustomerGauge) - You’re using Net Promoter Score (NPS) wrong! Segmentation is the 🔑 key to retention

EP35 | Corey Haines - How Baremetrics collects HONEST feedback from churning customers

EP34 | Val Geisler (Fix My Churn) - How a customer-centric email strategy can help you fix churn

EP33 | Hiten Shah (FYI) - How to build a product with customer retention at the core

EP32 | Emily Lonetto (Voiceflow) - How to build, scale, and engage a user community to prevent churn and increase retention

EP31 | Brian LaFaille (Looker) - How specialization within customer success will improve your retention

EP30 | Ryan Singer - How Basecamp “interrogate” their customers to build a world-class product using the jobs-to-be-done framework

EP29 | Nick Franklin (ChartMogul) - Why retention is your #1 weapon to drive expansion revenue and how to track it

EP 28 | Omid Razavi (ServiceNow) - Preventing churn by building out a product success team

EP27 | Jenny Campbell (DiscoverOrg) - 3 crucial customer health metrics you should monitor to prevent churn

EP26 | Yu-Kai Chou - Gamification: 4 phases of a “Player’s Journey” and how it can help you improve retention

EP25 | Vinay Bhagat (TrustRadius) - How to increase customer retention by adapting to the modern buyer’s journey

EP24 | Guillaume Cabane - 4 Simple churn crushing tactics to unlock hyper-growth for your startup

EP23 | Eleanor Dorfman - Faster is not always better: How Segment improved retention by adding friction to their onboarding process

EP22 | Michael Redbord - How HubSpot turns customers into marketers by creating a customer-driven culture

EP21 | Jinny Oh (Wandr) - How product strategy and UX design impact churn

EP20 | John Gleeson - How KeepTruckin keeps a near-perfect customer retention rate

EP19 | Wes Bush (ProductLed Institute) - Product-led growth, a buzz word or just good business?

EP18 | Tina Todorovic - How this early-stage startup used instructional videos to curb churn

EP17 | Stephen Levin (Zapier) - Why churn cannot be measured with a single number

EP16 | David Skok (Matrix Partners) - Why churn is a critical metric for investors to understand when evaluating a startup

EP15 | April Dunford - How to develop a retention building product positioning

EP14 | Dennis Kayser - How Forecast uses predictive modelling to combat churn

EP13 | Andrus Purde - How user acquisition impacts churn and how to measure it effectively

EP12 | Patrick Campbell - How Profitwell increased their customer lifetime value from $6k to $150K

EP11 | Mike Fiorillo - How Invision accidentally increased retention by focusing on virality

EP10 | Julie Hogan (Drift) - Drift's focus on their customer's success and it's churn crushing effects

EP9 | Steli Efti (Close) - How to build a sustainable sales model that drives long term retention

EP8 | Shaun Clowes (Metromile) - Retention and engagement lessons learned building Atlassian’s growth team from 0 to 50 people strong 💪

EP7 | Pulkit Agrawal (Chameleon) - How to build a churn busting user onboarding experience

EP6 | Nir Eyal (Hooked) - Frequency is the key to building habits into your product

EP5 | Heidi Gibson (GoDaddy) - GoDaddy's magic metric for crushing churn

EP4 | Pedro Magrico (Typeform) - Integrations are sticky

EP3 | Janna Bastow (ProdPad) - Value-based pricing for the win

EP2 | Savvas Zortikis (Viral Loops) - Winning with customer success

EP1 | Brian Balfour (Reforge) - Churn is the silent killer

EP0 | Andrew Michael (Churn.fm) - Intro