Churn It Up: Customer Success Podcast

Receptive has now been acquired by Pendo. Churn It Up is *the* Customer Success podcast providing tips and tricks from the best and brightest in the world of CS. Hosted by Aly Mahan, it's perfect for anyone working on the frontlines of CS or Support, and for Account Managers at SaaS organizations. We share war wounds, bask in heroic tales, and generally just chat about all things Customer Success. This podcast turns attention to CSMs about the day to day projects they manage, and ideas they have on how to make CS easier for everyone. The aim is to inspire and educate, giving you actionable advice and the help you need to succeed. All CS, no BS.

Last refreshed: July 2nd, 2025 at 1:59 AM ⓘ

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Episodes

#10: Why your customer health scores are not working with Irit Eizips, CSM Practice

About The Episode This week, Aly talks with Irit Eizips, CEO for CSM Practice. In this episode, Irit explains her approach to customer health scores detailing best practices developed after years of experience, as well as common pitfalls you should avoid as you embark on designing yours. She also shares a detailed customer health score design approach that will help you understand why yours doesn’t work, and what can you do to fix it. Be sure to take notes and try out her approach to augment you...

Jan 12, 2018•44 min

#9: How Customer Feedback Impacts Your Entire SaaS Org with Lisa Starita, Beekeeper

This week, Aly talks with Lisa Starita, Head of Customer Success Operations at Beekeeper. Lisa talks about how she used to manage customer requests manually and the problems that caused with the product team. She then explains how she went about solving those issues and practically removing CS from the feedback process. This episode is perfect for anyone in CS who: - Often finds themselves inundated with customer feedback requests. - Feels they're trapped between the customers and the product te...

Oct 25, 2017•22 min

#8: Customer Training Best Practices & Quick Wins with Linda Schwaber-Cohen, Skilljar

This week, Aly talks with Linda Schwaber-Cohen, CSM at Skilljar. Linda discusses her approach to training and onboarding, explaining how to first approach training calls with new customers, the importance of data, and what you should be focusing on. This episode is perfect for anyone in CS who: - Wants to improve their training program or even start to create one. - Is looking to learn how to offer value in those early interactions. - Needs to prove the effectiveness of their training. Key Takea...

Oct 06, 2017•31 min

#7: How To Set Up Customer Health Scores from Scratch with Rachel Jennings, Assignar

This week, Aly talks with Rachel Jennings, CSM at Assignar. Rachel explains how she developed a health score to help her customer success team prioritize, and details the steps so others can do the same. She also talks about the questions that CSMs should be asking about their customers and the data she uses to answer those questions. Who Should Listen? This episode is perfect for CS managers who realise they need to measure health scores but don’t know where to start. Key Takeaways - The questi...

Aug 25, 2017•33 min

#6: Using Video in Customer Success with Amaan Nathoo, Bonjoro

This week, Aly talks with Amaan Nathoo, Head of CS & Sales at Bonjoro. He provides a way to tackle the issue of customers who seem to ignore your emails by using personalized videos to provide value. He also talks about his approach to onboarding and CS in general and how customer success teams should work with sales. Who Should Listen? This episode is perfect for CS teams who need some inspiration to spice up their onboarding or customer outreach programs. Key Takeaways - The power of perso...

Aug 11, 2017•30 min

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