Today on the show, we have Fran Brzyski, CEO and co-founder of Hark, a platform that helps brands build loyalty and achieve efficient growth through customer-generated content.

In this episode, Fran shares insights into transforming customer feedback by leveraging the power of video and audio. He discusses the importance of capturing customer intent, the challenges of shifting from traditional feedback methods, and how to drive engagement by making feedback actionable.

We also dive into strategies for integrating feedback across departments, using customer stories to fuel growth, and the future of human interaction in an AI-driven world.

Mentioned Resources

• LinkedIn
• Hark

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Chris Savage, CEO and co-founder of Wistia, a leading video marketing platform.

In this episode, Chris shares insights from Wistia’s journey—from a video hosting platform to a comprehensive suite of video tools. He discusses the impact of COVID on video adoption, how Wistia navigated major strategic shifts, and why betting on yourself is often the best investment.

We also dive into AI’s evolving role in video creation and editing, the importance of onboarding for retention, and why success isn’t always about massive numbers but rather delivering value at the right moment.

Mentioned Resources

• Wistia
• Talking Too Loud with Chris Savage
• Ep 45 | How Wistia’s creative brand voice helps them retain their customers

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Lucas Lovell, VP of Product at Paddle, a comprehensive payments and billing platform that helps businesses streamline transactions, reduce churn, and scale globally.

In this episode, Lucas shares his insights on the critical role payments play in churn reduction and strategies like smart payment retries, network tokenization, and local payment methods to maximize revenue.

We also dive into retention tactics and Lucas’ perspective on the evolving payments landscape and how AI and automation are shaping the future of subscription businesses.

Mentioned Resources

• Paddle
• Price Intelligently
• An update on Price Intelligently

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners. G has helped scale some of the fastest-growing B2B companies, including Ramp, Retool, Vercel, Reddit, and more.

In this episode, we dive deep into how AI is fundamentally changing growth strategies, making outbound sales more efficient, and reshaping how companies think about customer acquisition. G shares why the economics of marketing are shifting rapidly, how AI-generated content and ads are unlocking new opportunities in B2B, and why traditional sales roles may soon become obsolete.

We also discuss the death of outdated marketing channels, why direct mail is making a surprising comeback, and how G’s team is leveraging AI-driven personalization at scale to drive record-breaking engagement.

Mentioned Resources

• LinkedIn
• Hypergrowth Partners
• Ramp
• Reddit
• Waterfall
• Clearbit
• RB2B
• KickFire
• Albacross
• Clay

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Advith Chelikani, the Co-founder and CTO of Pylon.

In this episode, Advith shares his journey from engineer to co-founder and how Pylon is redefining B2B customer support.

We then discussed the role of product velocity in driving retention, the challenges of scaling customer success at an early-stage startup, and why founders should stay close to customers for as long as possible.

We wrapped up by exploring the balance between growth and efficiency, the impact of AI in customer support, and the hiring strategies that have fueled Pylon’s expansion.

Mentioned Resources

• Pylon

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Brian Balfour, the Founder and CEO of Reforge and former VP of Growth at HubSpot.

In this episode, Brian shares his perspective on the foundational laws of retention that remain unchanged, even as AI continues to transform the way we build and grow products.

We then discussed why many AI products are struggling with high churn, the role of natural usage frequency in product retention, and how businesses can avoid falling into the trap of ignoring core retention principles.

We wrapped up by exploring how AI is reshaping product teams, why product-market fit collapse is happening faster than ever, and how companies can navigate the new challenges of AI-native product development.

Mentioned Resources

• Brian Balfour
• Reforge
• Churn.FM Episode 1 | Churn is the silent killer
• The 4 Growth Frameworks You Need to Build a $100M Product
• Invest Like the Best: Dylan Field – Designing the Future

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Emeric Ernoult, the Founder and CEO of Agorapulse.

In this episode, Emeric shares his experience navigating Agorapulse’s bold pivot from serving SMBs to targeting mid-market and enterprise clients.

We then discussed the challenges of combating endemic churn, why moving upmarket was critical for growth, and the lessons learned from multiple pivots along the way.

We wrapped up by discussing the complexities of scaling a SaaS business while bootstrapped, including how to align product, marketing, and sales when shifting to a new customer segment.

Mentioned Resources

• Agorapulse
• Episode 44 | Challenges tackling SMB churn and how to overcome them

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI. 

In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform.

Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation.

We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world.

Mentioned Resources

• Copy.AI

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly.

Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention.

We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon.

Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation.

Mentioned Resources

• Grammarly 
• Coda 
• Airtable 
• Canva 
• Oyster
• Whimsical
• Intercom

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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.