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.

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.