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 o...
Sep 25, 2024•47 min•Ep. 264
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 tha...
Sep 20, 2024•43 min•Ep. 263
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 ...
Sep 11, 2024•36 min•Ep. 262
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 introduci...
Sep 04, 2024•50 min•Ep. 261
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...
Aug 29, 2024•48 min•Ep. 260
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 defin...
Aug 21, 2024•43 min•Ep. 259
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 expe...
Aug 14, 2024•40 min•Ep. 258
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...
Aug 07, 2024•45 min•Ep. 257
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 Resources Mi...
Jul 31, 2024•44 min•Ep. 256
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 t...
Jul 24, 2024•42 min•Ep. 255
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 rete...
Jul 17, 2024•39 min•Ep. 254
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 ...
Jul 10, 2024•33 min•Ep. 253
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 Resources Joe Leech cxpartners Marriott.com eBay David Darmanin Hotjar Name It to Tame It Churn FM is spo...
Jul 03, 2024•50 min•Ep. 252
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 m...
Jun 26, 2024•36 min•Ep. 251
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 vira...
Jun 19, 2024•32 min•Ep. 250
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...
Jun 12, 2024•36 min•Ep. 249
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 ...
Jun 05, 2024•37 min•Ep. 248
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 t...
May 29, 2024•44 min•Ep. 247
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. ...
May 22, 2024•40 min•Ep. 246
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. Menti...
May 15, 2024•45 min•Ep. 245
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 discus...
May 08, 2024•37 min•Ep. 244
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 ...
May 01, 2024•40 min•Ep. 243
Today on the show we have Austin Yang, the Lead Product Manager of Softr. In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management. We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product development and user needs in this diverse landscape. Mentioned Resources Softr Landbot Austinyang.co Churn FM is sponso...
Apr 24, 2024•36 min•Ep. 242
Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM. In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers. We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by explorin...
Apr 17, 2024•50 min•Ep. 241
Today on the show we have Céline Daley, the VP of Customer at DeepL. In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth. We then discussed the importance of understanding business needs and how seeking adventure c...
Apr 10, 2024•41 min•Ep. 240
Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle. In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention. We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately ...
Apr 03, 2024•39 min•Ep. 239
Today on the show we have Lizzy Rosen, the VP of Customer Success at Vendr. In this episode, Lizzy shares her extensive experience in shaping the future of SaaS buying and how Vendr is revolutionizing the sales process to make it more efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can significantly reduce customer churn and enhance retention rates in the competitive SaaS market. We then explored the challenges and strategies involved...
Mar 27, 2024•37 min•Ep. 238
Today on the show we have Adam Robinson, the CEO and Co-Founder of Retention.com. In this episode, Adam shares his incredible journey of scaling Retention.com from zero to $20 million in ARR in just three and a half years, all without external funding. We delve into the pivotal moments and strategies that propelled the company's rapid expansion, and Adam opens up about the challenges of navigating growth at such a fast pace. Adam's commitment to extreme transparency and building in public has se...
Mar 20, 2024•47 min•Ep. 237
Today on the show we have Mohannad Ali, CEO of Hotjar. In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar. We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs. late churn and tailoring go-to-market strategies accordingly. Mohannad also offers a fresh perspective on the evolving role of technology in product...
Mar 13, 2024•42 min•Ep. 236
Today on the show we have Casey Hill, the Senior Growth Manager of ActiveCampaign. In this episode, Casey shares his insights on navigating churn by focusing on the critical stages in the user journey to foster loyalty. We explore the nuances of addressing churn from initial engagement through to long-term retention, highlighting strategies for each phase: activation, impact/results, and loyalty. The discussion offers actionable advice on how to enhance customer retention rates and improve the o...
Mar 06, 2024•48 min•Ep. 235
