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.