Today on the show, we have Marija Skobe-Pilley, Co-Founder and Director of Fractional SaaS and host of the Women in Customer Success podcast.

In this episode, Marija shares her incredible journey from a professional musician to a leader in customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth.

We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects.

Mentioned Resources

• Fractional SaaS
• NVIDIA
• Women in Success Podcast
• Catalyst
• ClickUp

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

Today on the show, we have Henrique Cruz, Head of Growth at Rows.

In this episode, Henrique shares how Rows radically transformed its user acquisition and activation strategy by making the product the homepage. He breaks down the bold decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%.

We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows.

Mentioned Resources

• Rows
• Veniam
• Talkdesk
• Notion
• Slack
• Digital Ocean

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

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 on lifestyle has shaped her business decisions.

Mentioned Resources

• eWebinar 
• Spacio
• HomeSpotter
• Hotjar  
• Stripe
• ChartMogul
• Leah Tharin
• Userpilot    
• Emeric Ernoult 
• Agorapulse 

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

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 that truly "wow" and how startups can achieve that through ruthless prioritization and attention to detail.

Mentioned Resources

• limitless.ai
• Optimizely

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

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 Net Revenue Retention (NRR) and customer satisfaction.

We then wrapped up by diving into the importance of organizing customer data and implementing the right tools to ensure scalable success for both SMB and enterprise clients.

Mentioned Resources

• Joe Does Tech Touch   
• Vitally
• Business Insider
• Salesloft  
• Outreach   
• eMarketer
• Stripe
• Loom
• ChurnZero
• Clay
• Vidyard
• Air AI
• Netflix

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

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 introducing the concept of time inventory exercises to optimize team efficiency and quantify the value of new investments. We wrapped up by exploring strategies for fostering a positive team culture through continuous learning and proactive communication.

Recommended Resources

• Evident  
• Salesmsg 
• Intellum 
• CrossFit  
• Chili Piper 
• Hotjar 
• Zendesk 

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

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 moving forward, along with the importance of understanding customer needs through both qualitative and quantitative data.

Mentioned Resources

• Userpilot 
• Wisemont Language Services 
• Jason Lemkin 
• DHL 
• Nir Eyal 
• Hooked
• Contentsquare
• Heap
• Pendo
• Amplitude
• Sprig
• PostHog
• James Hawkins     
• AWS 
• Hotjar

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

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 defining your ICP, how to leverage data to prioritize the best-fit customers, and the impact of these strategies on churn and retention.

Mentioned Resources

• GoodFit 
• Paddle
• Gartner 
• ChatGPT
• BuiltWith
• Alipay
• Rahul Vohra    
• ShowCode
• David Darmanin  
• Hotjar
• Segment
• Drift   
• Bose 

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

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 experience at scale.

Mentioned Resources

• Entrust
• AWS
• GitLab
• Hotjar

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

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 Resources

• Transcend
• Pavilion 
• Sales Assembly 
• LogicGate 
• PwC 
• Notion 
• Gong    
• UserGems 
• Bose 

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