Churn Flags: Real time retention experiments with SaaS growth leaders

When AI resets what buyers assume your product can do, your most loyal accounts are the last to hear you kept up, and the budget that used to fund you gets re-line-itemed to "AI." Nikki sits down with Michelle Green, Director of Product at Cohley, to trace one real customer review back to the shift underneath it. Then they co-build the cheap, in-product fix that closes the gap before it costs the...

This G2 review looks like a feature request and… it is. Paperform co-founder Diony McPherson kills my flag diagnosis two minutes into the episode, then drops another one right into my lap. We run through three experiments to address the flag — a rename, a template filter, and a weekly case-study series — and Diony picks the one she'd actually run. Along the way she reframes what a launch even is,...

Peek behind the scenes at the retention moves that earn their place in the playbook of $50M+ ARR SaaS – the ones lifecycle flowcharts and QBR reviews miss. Every episode, host Nikki Elbaz hands her guest a real piece of customer feedback – a 3-star review, a Reddit rant, a puzzling survey response. Together, they trace it back to one of nine Change Flags that trigger user reevaluation – then map o...