CHURN FM

Today on the show we have Christoph Janz, Managing Partner at Point Nine Capital. In this episode, we talked about what Christoph loves the most about being an investor and what he misses as an entrepreneur, we also discussed how back in the day companies were flying blind when it came to churn and retention, and we then dove into the inspiration behind the infamous “Five ways to build a hundred m...

Today on the show we have Babis Makrynikolas, VP of Product and Pricing at Blueground. In this episode, Babis explains what Blueground is and what his role is responsible for as the VP of Product and Pricing, we then dove into his experience at Amazon with pricing and packaging strategies, their methodology, customer interviews and more.  We also discussed Babi’s challenges moving from a data-driv...

Today on the show we have Jeff Heckler, global head of customer success at Pipedrive. In this episode, we talked about how Jeff went from being a numbers guy to a career in customer success, how Pipedrive’s CS team scaled from 15 to 55 people in just 18 months, and how the team is now structured.  We also discussed the functions of a Customer Success operations team, the engagement and growth team...

Today on the show we have Sharad Khandelwal, co-founder, and CEO at SentiSum. In this episode, we talked about what motivated Sharad to build SentiSum, how brands leverage their customer conversation data to help increase retention, and how many customer conversations companies have to have before a platform like Sentisum really makes a difference.  We also discussed the different challenges organ...

Today on the show we have Alfie Marsh, Head of US GTM at Spendesk. In this episode, we talked about Alfie’s responsibilities as Head of US GTM, the differences between the go-to-market strategies launching in the US vs the UK, and the different ways their sales team contributes to retention. We also discussed the positive impact on churn by knowing exactly who your ideal customer profile is when s...

Today on the show we have Srikrishnan Ganesa, co-founder and CEO of Rocketlane. In this episode, Shri shares his experience navigating through a couple of acquisitions and how trust is the main component that ensures a smooth integration between the companies, Shri also shared what Konotor (his first startup) did prior to being acquired by FreshWorks and what their growth looked like leading to th...

Today on the show we have Paul Lynch, CEO at Chargify.  In this episode with Paul, as a venture partner at Scaleworks we talked about their focus on investing in companies and operating them to drive growth, how they decide which companies to invest in and the enormous impact churn and retention has on making their investment  decisions.   We also discussed how Chargify sets targets and the metric...

Today on the show we have an extremely exciting announcement to make and I am joined by a special guest, Panos Papadopoulos, partner at Marathon Venture Capital. In this episode, we talked about what Panos misses the most about being an entrepreneur having made his move into venture capital. We also discussed why every VP or C Level of a company should spend time on support and dove into why commu...

Today on the show we have Wayne McCulloch, Global Head of Customer Success at Google Cloud (SaaS). In this episode, we talked about the evolution of Customer Success at Salesforce, the greatest challenge Customer Success reps face and Wayne then shared his biggest learning moving into the Customer Success industry. We also discussed the importance of data when it comes to customer success at Sales...

Today on the show we have Etie Hertz, co-founder and CEO of Loris.ai. In this episode, we talked about why Etie decided to double down on support and build Loris.ai, how it works, and how their customers use it to reduce churn.  We then dove into Etie’s experience building his previous company Payment Revolution. How they prevented churn at the very beginning and how they made sure to stay top of...

Today on the show we have Jeremey Donovan, SVP of Revenue Strategy at SalesLoft. In this episode, Jeremey talks about his responsibilities as the SVP of Revenue Strategy at SalesLoft, what the word “Strategy” means to him and how he goes about implementing one.  We also discussed how building free tools helps SalesLoft with lead gen, customer delight and ultimately retention, and Jeremey then shar...

Today on the show we have Fletcher Richman, co-founder of Halp who now serves as the head of Product for Halp after the recent acquisition by Atlassian. In this episode, we talked about the role churn and retention rate when it comes to evaluating an investment opportunity. We then moved on to discuss what Halp is, the motivation behind building it, and how they made the decision to pivot from bui...

Today on the show we have Esben Friis-Jensen, co-founder and Chief Growth Officer at Userflow.  In this episode, we talked about Esben’s experience building out the sales team at Cobalt and how they kicked their sales motion off the ground, what triggered the need for customer success 3 years in, and what the benefits are of having sales incentives as a customer success manager. We also discussed...

Today on the show we have Teresa Anania, VP of Global Customer Success and Renewals at Zendesk. In this episode, we talked about effective ways to measure the impact of Customer Success, how Zendesk runs “experimentation programs” within their CS team, and Teresa also explains why time to value is their go-to metric.  We also discussed the role of a Practise Manager and their function within the t...

Today on the show we have Eric Keating, VP of Marketing at Appcues. In this episode, we talked about how Appcues differentiate themselves from the pack operating in such a competitive market, how they use their own service and why their marketing team owns customer onboarding.  We also discussed how big successful companies got away with shitty customer onboarding experiences and why you cannot af...

Today on the show we have Cactus Raazi, author of Price.  In this episode, we talked about what drove Cactus to write Price , his theory on; should pricing be personalized to individual customers, and the different building blocks to create a more personalized pricing approach.  We also discussed the starting point of the pricing conversation within a company, why pricing is often a guesstimation,...

Today on the show we have Harini Karthik, Head of data at Loom. In this episode, we talked about the ideal data setup at a company, where to start and how to build a data team that influences strategy and drives growth for the company. We also discussed why you should prioritize understanding the LTV of your customers as one of your first big data challenges and broke down a step by step guide on...

Today on the show we have Louis Grenier, podcast host of Everyone Hates Marketers and the creator of the 8 week course called Stand the fuck out. In this episode, we talked about how the course can help you and your business STFO and why you need to. We also chatted about the motivations that led him to create it in the beginning. We also discussed why Louis hates the idea of category creation and...

Today on the show we have Nick Fogle, co-founder of Churnkey. In this episode we talked about what Nick hated about being a lawyer so much that he decided to take a job as a shuttle driver, and learn how to code between rides.   We also discussed the moment he realized his first startup was about to hit it’s growth ceiling due to extreme high churn, how they optimized their offboarding flow for re...

Today on the show we have Tadas Labudis, co-founder and CEO of Prodsight. In this episode, we talked about how multiple channels and siloed feedback can be a company’s biggest customer feedback analysis challenge, and how good data hygiene is the foundation of data collaboration across teams.    We also dove into why you should rethink your churn exit survey and what you can do instead. Lastly we...

Today on the show we have Julien Codorniou, VP of Workplace from Facebook. In this episode we talked about Facebook’s obsession with user satisfaction, adoption and retention, how Workplace first started as an internal tool for facebook employees and why they decided to turn it into a business. We also discussed Workplace’s superpower and how they differentiate from their competition, we also dove...

Today on the show we have Chris Hicken, CEO at 'nuffsaid. In this episode, we talked about what drove Chris to build 'nuffsaid, and how it helps Customer Success teams. How userstesting.com conducts user testing to mitigate churn, and he also shares the 3 most common user testing mistakes that companies make.  We also discussed the fundamentals of building an effective low-touch customer...

Today on the show we have Ashvin Vaidyanathan, author and CCO at Gainsight. In this episode, we talked about the power and impact that Customer Success and Product teams have when joining forces, why Ashvin created a Customer Experience position to act as a liaison between the two teams and how they have a common north star metric they focus on. We also discussed how the CS team determines which p...

Today on the show we have Rav Dhaliwa, Investor and Venture Partner at Crane Venture Partners. In this episode, we talked about Rav’s impressive career heading up CS at some of the top hyper-growth SaaS companies, how he’s seen the industry evolve over the past 15 years, and why CS leaders have two customers: the ones they serve externally and the teams they need to sell their value to internally....

Today on the show we have Francis Suarez, Mayor of Miami. In this episode, we talked about the mass migration of startups and talent from places like San Francisco and New York to Miami. How Mayor Suarez retains his citizens by treating them as his customers, and what his citizen success team looks like.   We also discussed how the Mayor attracts VC’s to the city, how he onboards new citizens for...