CHURN FM
Business & Finance
About
CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.
Episodes
- E303 | Customer Success Is Dead. Meet the Growth Department.
Alex Raymond, author of "The Growth Department," joins CHURN FM to discuss the shift from customer success to a growth-focused department. The episode covers aligning sales and CS, the "keep, grow, no surprises" framework, and the economic…
- E302 | Why 51% of Subscribers Cancel Each Year—and How to Reduce Voluntary Churn
This episode of CHURN FM features Priya Lakshminarayanan of Recurly discussing their 2026 State of Subscriptions report. Key topics include the reasons behind 51% of consumers cancelling subscriptions, the evolving role of subscription pau…
- E301 | Smarter Dunning: How Data and Intent Change Payment Recovery with Charles Rosenblatt of Butter Payments
Charles Rosenblatt, CEO of Butter Payments, explains how analyzing 128 variables across billions of transactions can predict payment recovery within 10 seconds. He argues that the 14-day dunning period is arbitrary and discusses strategies…
- E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email
Matthew Tharp, CEO of Hunter.io, joins CHURN FM to discuss integrating retention into a company's core strategy from the outset. He shares insights on identifying early churn indicators, the importance of balancing growth and retention, an…
- EP299 | How to Build a Brand That Speaks to Robots and Humans with Susan Keplinger | Force of Nature
Susan Keplinger, CEO of Force of Nature, shares insights on building brands for both humans and algorithms, emphasizing data-driven growth, scalable systems, and portfolio-driven creative strategies. The discussion covers Google and Meta
- E298 | Why LLM Agents Are Now your VIP Visitors and How to Optimize for Them
Today on the show, we have Kevin White, Head of Marketing at Scrunch AI, a platform helping brands stay discoverable in the era of AI-powered search. Kevin brings experience from leading go-to-market and marketing teams at Segment, Retool,…
- EP297 | How Freemius Aligns Pricing With Growth to Reduce Graduation Churn
Today on the show we have Vova Feldman, the Founder and CEO of Freemius. In this episode, Vova shares his experience in launching Freemius from a side project into a platform powering thousands of indie software businesses. We then discuss…
- E296 | What thousands of A/B tests reveal about websites that convert and retain with Casey Hill | DoWhatWorks
Today on the show we have Casey Hill, CMO of DoWhatWorks, a patented growth experiment tracking engine that reveals which website changes actually drive results. Casey brings experience from ActiveCampaign, his work as a Stanford instructo…
- E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners
Today on the show we have Kevin Indig, Growth Advisor and Partner at HyperGrowth Partners, a stage accelerator that invests time into early-stage startups to help them achieve and sustain rapid growth post-Series A. Kevin is also the forme…
- E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point
Today on the show, we welcome Alexander Theuma, founder of SaaStock and general partner at BackFuture VC. In this episode, Alexander dives deep into the shifting SaaS landscape, exploring how AI is redefining capital efficiency, company st…
- EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success
Today on the show we have Ramli John, founder of Delight Path and author of Product-Led Onboarding and the upcoming book Eureka. In this episode, Ramli shares why activation and onboarding are some of the most overlooked yet impactful leve…
- E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams
Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally. In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer succe…
- E291 | From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play with Andrew Davies
Today on the show we have Andrew Davies, the CMO of Paddle. In this episode, Andrew shares his experience tackling the "champagne problems" that SaaS companies face as they scale globally. We then discussed how Paddle repositioned itself t…
- E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI
Today on the show we have Ryan Seams, the Head of Customer Success at AssemblyAI. In this episode, Ryan shares his experience transitioning from Deloitte to the fast-paced world of startups, where he spent nearly a decade at Mixpanel scali…
- E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled
Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer. In this episode, Ziv shares his experience using AI to radically improve customer success performance. We then discussed the shift from product expertise to grow…
- E288 | How AI Is Transforming Customer Success with Sivan More of HiBob
Today on the show we have Sivan More, the VP of Customer Success at HiBob, an HR tech company driving company culture and employee engagement. In this episode, Sivan shares her experience in the evolution of customer success and how it has…
- E287 | From CAC Recovery to Higher ACVs: The Power of Upfront Payments with Miguel Fernandez Larrea
Today on the show we have Miguel Fernandez Larrea, the CEO and Co-founder of Capchase. In this episode, Miguel shares his experience helping B2B vendors recover customer acquisition costs faster and increase deal sizes through flexible pay…
- E286 | Humanizing Feedback: Hark’s Vision for Customer-Generated Content with Fran Brzyski
Today on the show, we have Fran Brzyski, CEO and co-founder of Hark, a platform that helps brands build loyalty and achieve efficient growth through customer-generated content. In this episode, Fran shares insights into transforming custom…
- E285 | Betting on Yourself: Wistia’s Bold Pivot From Video Hosting to a Multi-product Platform with Chris Savage
Today on the show, we have Chris Savage, CEO and co-founder of Wistia, a leading video marketing platform. In this episode, Chris shares insights from Wistia’s journey—from a video hosting platform to a comprehensive suite of video tools.…
- E284 | Optimizing Payments for Growth and Retention with Paddle's Lucas Lovell
Today on the show, we have Lucas Lovell, VP of Product at Paddle, a comprehensive payments and billing platform that helps businesses streamline transactions, reduce churn, and scale globally. In this episode, Lucas shares his insights on…
- E283 | AI Powered Growth: How Reddit and Ramp Are Winning with Guillaume Cabane
Today on the show, we have Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners. G has helped scale some of the fastest-growing B2B companies, including Ramp, Retool, Vercel, Reddit, and more. In this episode, we dive d…
- E282 | Navigating Early-Stage Growth: Churn, Retention, & Customer Success at Pylon
Today on the show we have Advith Chelikani, the Co-founder and CTO of Pylon. In this episode, Advith shares his journey from engineer to co-founder and how Pylon is redefining B2B customer support. We then discussed the role of product vel…
- E281 | The Foundational Laws of Retention That Haven’t Changed in the AI Era with Brian Balfour
Today on the show, we have Brian Balfour, the Founder and CEO of Reforge and former VP of Growth at HubSpot. In this episode, Brian shares his perspective on the foundational laws of retention that remain unchanged, even as AI continues to…
- E280 | Reinventing Go-To-Market: Lessons from Agorapulse’s Upmarket Expansion with Emeric Ernoult
Today on the show we have Emeric Ernoult, the Founder and CEO of Agorapulse. In this episode, Emeric shares his experience navigating Agorapulse’s bold pivot from serving SMBs to targeting mid-market and enterprise clients. We then discuss…
- E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian
Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI. In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform. Paul shares how LLMs (Large Langua…
- E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen
Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly. Yuriy shares his journey from leading performance marketing to building a…
- E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar
Today on the show we have Saravana Kumar, the CEO and Founder of Kovai.co. In this episode, Saravana shares his journey from launching a single-product business to building a multi-product SaaS company. He reflects on the challenges of sca…
- E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar
Today on the show, we have Kyle Poyar, Co-founder and Operating Partner at Tremont. In this episode, Kyle shares his journey from consulting at Simon-Kucher to becoming a leading voice in SaaS pricing. We dive deep into the challenges and…
- E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher
Today on the show we have Tim Schumacher, the Co-Founder of SaaS Group, a company specializing in acquiring and scaling SaaS businesses. In this episode, Tim shares his insights on how SaaS founders can prepare their businesses for acquisi…
- E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel
Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration. In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics d…
- E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres
In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success. We then dove into the challenges of scaling customer succes…
- E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels
Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups. In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on…
- E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja
Today on the show, we have Krishna Raj Raja, the CEO of SupportLogic. In this episode, Krishna shares his journey from engineering at VMware to founding SupportLogic, a platform that transforms support interactions into actionable customer…
- E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko
Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI. In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale A…
- E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra
Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman. In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to bre…
- E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian
Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform. In this episode, Evgenia shares her decade-long journey in B2B…
- E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman
Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups. In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies h…
- E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley
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…
- E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz
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 deci…
- E264 | Sales-Led vs. Product-Led: The Key Differences Tackling Churn with eWebinar's CEO Melissa Kwan
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 in…
- E263 | From Optimizely to Limitless: Dan Siroker on Building Products That Wow
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 t…
- E262 | How Data-Driven Automation Transforms Customer Success with Joe Di Grande
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 succ…
- E261 | From Zero to Success: How to Build Customer Success Teams from Scratch with Ben Francis
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 onboardin…
- E260 | The PLG vs. SLG Debate: Surprising Insights from SaaS Benchmarks with Emilia Korczynska of User Pilot
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. Em…
- E259 | Identifying Your Ideal Customer Profile: A Data-Driven Approach with Goodfit's CEO Harrison Rose
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 ident…
- E258 | Transforming Customer Success into a Growth Function with Entrust's Chief Customer Officer Harini Gokul
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…
- E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow
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 t…
- E256 | Community-Driven Development: Boosting Retention with Integrations with Biro Florin
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 di…
- E255 | Navigating Growth and Retention: Lessons from PostHog’s CEO, James Hawkins
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-l…
- E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall
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…