Today on the show we have Chris Regester, the Chief Customer Officer of Planhat.

In this episode, Chris shares his extensive wisdom on the growth journey of a successful SaaS company and the critical role of recruitment in scaling businesses. 

We then delve into the concept of "wolf-mode" customer success, highlighting an aggressive approach to customer objectives and the significance of seasoned expertise within the team. 

We wrapped up by discussing current trends in the customer success industry, like the shift toward efficiency and CS accountability in revenue growth.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• Meltwater
• Hotjar
• Zoom
• Flatfile Episode
• Planhat
• Gitlab
• David Sakamoto
• Snowflake
• Frank Slootman
• The Customer Success Channel

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

Today on the show we have Becca Weiss, the VP of Customer Success and Support at Flatfile.

In this episode, Becca shares her experience in tackling churn and onboarding challenges at Flatfile.

She discusses the transition from a product-led growth approach to a sales-led motion and the subsequent realization that the issue lay not in change management, but in the product itself.

Becca explains how they then rebuilt the product to be developer-first and highly extensible, allowing customers to set up their workflows.

We wrapped up with Becca discussing why they are now returning to a product-led growth motion, targeting developers for smoother onboarding.

We hope you enjoy this episode.

Mentioned Resources:

• Twilio
• SendGrid
• Red Rocks
• Rahul Vohra
• Superhuman
• Caroline Clark
• Arcade Software

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

Today on the show we have Matt Bilotti, the product lead for consumer LP and growth at AngelList.

In this episode, Matt shares his experience in venture capital investing and how he managed to hustle his way to manage the dorm room fund.

We then dive into the topic of growth and retention at AngelList, discussing the challenges and strategies they employ to keep LPs engaged and drive growth.

Matt also shares insights from his time at Drift and the importance of experimentation and reducing friction in the customer journey.

Tune in to this episode to learn valuable lessons about growth and retention in the startup and venture capital space.

Mentioned Resources:

• AngelList
• ‍HyperGrowth Partners
• Drift
• HubSpot
• First Round Capital
• Zillow
• Charles Schwab
• Hotjar
• Guillaume “G” Cabane on Linkedin

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

Today on the show we have Daphne Lopez, the Head of Customer Success at HubSpot.

In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer outcomes and retention.

We also discuss the importance of understanding anti-personas, refining ideal customer profiles, and how customer success teams can use the Jobs to be Done framework to drive renewals and meet evolving customer needs.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• HubSpot
• daphnelopes.com

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

Today on the show, we have Jamie Davidson, CEO and co-founder of Vitally.

In this episode, Jamie shares his expertise in Customer Success and the impact of his technical background on his role.

We then discussed the evolving landscape of customer engagement and the need for customer success teams to redefine their strategies in the absence of direct communication with customers. Jamie emphasizes the importance of internal workflows, customer education, and onboarding in driving customer success.

We wrapped up with Jamie providing insights into the current market challenges, such as budget cuts and negotiations. Jamie highlights the need for customer success teams to innovate and prove their value through data-driven approaches.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• Vitally.io
• Pathgather
• Google
• Loom
• Notion
• Zendesk
• Synthesia

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

Today on the show we have Jonathan Riftin, the Director of Customer Success at Optimove.

In this episode, Jonathan shares his experience in implementing strategies to drive customer success manager (CSM) behavior towards advocacy and upsells.

He discusses the importance of setting compensation goals, streamlining processes, leveraging data, and empowering CSMs.

Tune in to discover how to elevate CSM performance and drive customer advocacy in your organization.

Mentioned Resources:

• Optimove
• OK Computer by Radiohead
• G2crowd

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

Today on the show we have Meg Gowell, the Director of Growth Marketing at Appcues.

In this episode, Meg shares her experience in understanding and acquiring the ideal customer profile.

She discusses the importance of knowing what "good" looks like in your customer base and using conversion data to optimize ad campaigns.

Meg also talks about the process of defining the ideal customer profile and leveraging organic content to drive paid strategy. Furthermore, she explains how Appcues uses lead scoring and conversion tracking to work together with their sales team for effective pipeline management.

Tune in to learn more about unlocking the secrets of acquiring your ideal customer profile with Meg Gowell.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• Appcues
• MadKudu
• Clearbit

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

Today on the show we have Dan Lenton, the CEO and founder of Ivy, bringing all the best in class AI frameworks, infrastructure, and hardware directly to you in one line of code.

In this episode, Dan shares his experience in building a strong community around Ivy. With over 12,500 GitHub stars, 1.2K open-source contributors, and 15,000 members in their Discord community, Ivy has quickly gained traction and become a go-to resource for AI developers.

Dan discusses the value of open-sourcing Ivy's technology and the impact it has had on fostering community engagement and education. He highlights the importance of feedback from the community in shaping the direction of the platform and how it has played a crucial role in the growth and success of Ivy.

Tune in to learn more about how Dan has leveraged the power of community to build and advance Ivy, the challenges of balancing community needs with user expectations, and the exciting opportunities that lie ahead.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at [email protected]. Don't forget to follow us on Twitter.

Mentioned Resources:

• Ivy
• Python
• TensorFlow
• PyTorch
• Chainer
• Apache MXNet
• Caffe
• OpenAI
• Google DeepMind
• Meta
• Microsoft
• Boston Dynamics
• Nvidia
• YouTube
• Discord
• C++
• GitHub
• Red Hat
• GitLab
• MongoDB
• Hugging Face
• Python
• Gmail
• JavaScript
• Pandas
• Julia
• Matlab
• NumPy

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

Today on the show we have Kelsey Peterson, VP of Customer Success at Ashby, an all-in-one recruiting platform. 

In this episode, Kelsey shares her experience in strategic partnerships and how they drive customer retention. 

We discuss the importance of identifying the right partners, aligning goals, and creating value for customers. 

Kelsey also talks about the challenges of managing partnerships at scale and the role of different teams in the process. 

If you're interested in learning how to leverage strategic partnerships to drive customer retention, this episode is for you. 

Mentioned Resources:

• Ashby
• HubSpot
• Help Scout
• Crossbeam

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

Today on the show we have Leah Tharin, a growth advisor and former head of product and growth at Jua.

In this episode, Leah shares her experience in product-led growth, specifically focusing on her time at Smallpdf where they adopted a micro-tools approach to optimize their acquisition and retention strategies.

Leah discusses the importance of understanding different customer segments and their specific needs, as well as the role of data in driving decision-making. She also explores the challenges of balancing monetization with a freemium model and the impact of SEO on product-led growth.

If you're looking for insights on how to optimize your product-led growth strategy and improve customer retention, this episode is a must-listen. Don't miss out on Leah's practical advice and unique perspective on the subscription economy.

Mentioned Resources:

• Jua
• Smallpdf
• CDP (Customer Data Platform)
• ChatGPT
• Noteable
• Outcome Driven Innovation