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.

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

• Misfit Founders 
• SaaStock
• Jira  
• Slack
• Atlassian Ecosystem
• Misfit Episode Referenced

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

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 their unique team structure, where every team member can code.

We wrapped up with James talking about the transition from self-hosted to cloud services and their strategic shift to usage-based pricing.

Mentioned Resources

• PostHog  
• Arachnys 
• Jira  
• GitHub 
• Hacker News 
• Kubernetes
• AWS
• Cloudflare
• Zendesk

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

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 retention platform, and the future of AI-driven churn prediction.

Mentioned Resources

• Churnkey
• Hotjar

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

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 role of product marketing in working with sales, customer success, and product teams to ensure a seamless customer experience from onboarding to retention.

‍Mentioned Resources

• Productive PMM
• UserEvidence
• Chili Piper

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

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

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 metrics to enhance customer engagement and reduce churn.

Mentioned Resources

• Impact Pricing
• Selling Value Book
• Impact Pricing
• Win Keep Grow

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

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 virality within companies.

We wrapped up by exploring the strategies Disco used to maintain growth during the pandemic and how they adapted to changing market conditions.

Mentioned Resources

• Culture Amp
• Slack
• The Bridge Round

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

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 challenges of B2B versus B2C marketing and the importance of creating user habits for sustained retention.

Mentioned Resources

• Planable
• Uber
• Oracle
• AgoraPulse
• Github

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