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 Resources

• Saravana Kumar  
• Kovai.co
• Document360
• Zendesk
• Freshdesk
• Intercom
• Churn360 
• Gainsight
• Vitally
• Brian Balfour
• Four Fits For $100M Growth
• UiPath
• Clay
  
  

Churn 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 Resources

• Kyle Poyar 
• Klaviyo 
• Tremont
• Growth Unhinged
• OpenView
• Simon-Kucher
• How to find your first ICP   
• Leah Tharin
• James Hawkins  
• PostHog
• Chargeflow
• Heidi Gibson 
• GoDaddy
• Netflix
• ValuePilot

Churn 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 Resources

• Tim Schumacher 
• Saas.group
• Sedo.com 
• GoDaddy
• Open AI 
• Adobe 
• Figma

Churn 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 Resources

• Elliott Poppel 
• General Collaboration
• Meta
• Meta Portal
• Apple
• Google
• Mark Zuckerberg
• Muppets
• Alexa
• Google Home
• ChatGPT
• Gemini
• Claude
• Home Assistant
• Google Docs
• Figma
• Notion
• Linear
• Jira  
• Airtable
• Slack
• Superhuman
• Brian Halligan     
• HubSpot

Churn 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 Resources

• Agency
• Drift
• HubSpot
• Vista
• OpenAI  
• Jensen Huang 
• Nvidia 
• BG2 Podcast 
• Copilot 
• Cursor
• ChatGPT  
• Sequoia  
• Brian Halligan  
• WhatsApp 

Churn 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 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 Resources

• Retention Funnels Google Sheet
• Superhuman Episode
• Scale AI
• Bounce
• Maze
• Stanford University
• GoTo Group
• Gojek
• Akshay Kothari
• Reforge
• Brian Balfour
• Mixpanel
• Amplitude
• Hotjar
• Gemini
• Segment
• Eleanor Dorfman
• Naked Wines
• Google Analytics
• Cedric Chin
• Commoncog
• AB InBev
• Loom
• Canva
• Figma

Churn 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 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 Resources

• Krishna Raj Raja  
• SupportLogic
• Support Experience
• CloudPhysics
• VMware 
• Palo Alto 
• Hotjar
• Zendesk 
• ChatGPT       
• Salesforce 
• Tableau 
• MuleSoft 
• Snowflake
• Databricks
• Nokia
• Red Hat
• Starbucks
• Service Cloud
• Freshdesk
• Oracle
• SAP   
• Kubernetes
• Adobe
• Apple
• Rubrik
• Notion

Churn 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 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 Resources

• Scale AI  
• Substack  
• Respeecher 
• Reface
• Quokka
• Bird
• Etsy
• Panel AI
• Superhuman      
• Gaurav Vohra 
• Uber
• Lyft
• LIME AI   
• Hotjar

Churn 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 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 Resources

• Superhuman 
• Oliver Wyman 
• Reportive
• Mohannad Ali 
• Hotjar
• Apple
• Kingston
• Slack
• Notion
• Wiki      
• Slack Connect 
• HubSpot
• Salesforce
• ChatGPT
• Netflix
• Spotify
• Duolingo 

Churn 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 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 Resources

• LoyaltyPlant
• Customer 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.

Ideal Customer Profile Course: How to find your Ideal Customer Profile 'ICP' in B2B SaaS