Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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1 72: If You Want to Grow—Stop Fixing the Wrong Problem 16:32
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LikedYou’re busy—but are you actually growing? In this episode, Nata Salvatori exposes a trap that’s costing service providers time, money, and sanity: chasing busywork that feels productive but doesn’t move the needle. She walks through a clear, five-step growth path—from clarifying your offer, validating through real sales, delivering sustainably, building repeatable systems, to scaling confidently. You’ll learn: How to spot and ditch “fake work” Why clarity beats complexity every time How to use real feedback to validate your offers Delivery tips that prevent burnout System creation that enables scaling How to honor your current phase of growth 📌 Ready to stop spinning your wheels and make real moves? Map your phase, pick your next action, and don’t be afraid to ask for help: 👉 accidentalceo.co/coaching Support the show…
E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz
Manage episode 443187292 series 2505086
Content provided by Andrew Michael. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Andrew Michael or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%.
We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Chapters
1. E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz (00:00:00)
2. Introduction and Henrique’s Role at Rows (00:01:56)
3. The Homepage Experiment: Tripling Signups (00:02:16)
4. Login-Less Experience: The Power of No Account Required (00:03:36)
5. Activation Strategies and Data Integration (00:08:55)
6. Single Player vs Multiplayer Product Dynamics (00:12:09)
7. The Role of Embeds in Rows' Growth Strategy (00:17:17)
8. Freemium Model Challenges and Optimization (00:33:03)
9. Lessons on Retention and UX Impact (00:41:24)
296 episodes
ShareManage episode 443187292 series 2505086
Content provided by Andrew Michael. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Andrew Michael or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 decision to remove traditional barriers like signups, creating an ungated, no-account-required experience that tripled user signups—from 8% to 27%.
We then explore the impact this change had on their key metrics, the power of onboarding through real-time product use, and how this approach has redefined activation and retention for Rows.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Chapters
1. E265 | How Rows' Ungated, Product-as-the-Homepage Experience Tripled User Signups and Redefined Activation with Henrique Cruz (00:00:00)
2. Introduction and Henrique’s Role at Rows (00:01:56)
3. The Homepage Experiment: Tripling Signups (00:02:16)
4. Login-Less Experience: The Power of No Account Required (00:03:36)
5. Activation Strategies and Data Integration (00:08:55)
6. Single Player vs Multiplayer Product Dynamics (00:12:09)
7. The Role of Embeds in Rows' Growth Strategy (00:17:17)
8. Freemium Model Challenges and Optimization (00:33:03)
9. Lessons on Retention and UX Impact (00:41:24)
296 episodes
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CHURN FM
1 E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners 41:56
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Play Later Play Later Lists Like LikedToday 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 former Director of SEO at Shopify and VP of SEO & Content at G2, with a rich background advising top startups like Glean, Toast, and Reddit. In this episode, Kevin breaks down how AI is fundamentally changing the world of SEO. We explore why 2024 might have been the last year of peak organic traffic, how AI is creating higher-intent traffic that converts better, and why brand trust matters more than ever in search results. Kevin also dives into how LLMs use search engine data to ground responses, why traditional content strategies are losing relevance, and how modern companies should pivot toward first-party data, robust documentation, and strong communities. We also discuss the evolving role of Chrome, why Reddit is having a moment, and why retention—not just clicks—is becoming the ultimate SEO metric. 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 andrew@churn.fm. Don't forget to follow us on Twitter. Key Resources: Website LinkedIn Growth Memo HyperGrowth Partners Google I/O OpenAI ChatGPT Reddit Perplexity PostHog Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point 42:18
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Play Later Play Later Lists Like LikedToday 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 structure, and startup strategy. We discuss how VC trends are evolving, the rise of M&A and SaaS consolidation, and how lean, AI-powered startups are replacing bloated headcounts. Alexander also shares the lessons he’s learned from running SaaStock for over a decade and how his unique vantage point shapes the way he backs early-stage founders. As always, let us know what you think by emailing me at andrew@churn.fm, and don’t forget to follow us on X. Mentioned Resources: SaaStock BackFuture VC Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success 39:13
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Play Later Play Later Lists Like LikedToday 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 levers for reducing churn, and how early-stage friction, especially emotional and social, can silently kill growth. We dive deep into what he calls the “Hierarchy of B2B Friction,” how companies can identify moments of delight and confusion, and why taking a cross-functional approach to onboarding is crucial as you scale. We wrap up by discussing how top companies like Miro and Figma empower users to look good to their teammates, and why making your champion the hero is the ultimate onboarding win. 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 andrew@churn.fm. Don't forget to follow us on Twitter. Mentioned resources: Delight Path Product-Led Onboarding Eureka ProductLed Appcues Mural Miro Figma Amplitude Pendo Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams 45:44
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Play Later Play Later Lists Like LikedToday 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 success operations through Vitally’s platform. We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights. And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes. Mentioned Resources LinkedIn (Jamie Davidson) LinkedIn (Kelley Turner) Vitally Clay Duolingo’s Memo of Shifting to AI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E291 | From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play with Andrew Davies 44:14
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Play Later Play Later Lists Like LikedToday 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 through the merchant of record model and brought a legacy concept back into the spotlight. We wrapped up by discussing the company's strategic phases, the ProfitWell acquisition, and the challenges of narrowing ICP without losing growth momentum. Mentioned Resources Paddle ProfitWell Price Intelligently Idio Optimizely Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI 37:14
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Play Later Play Later Lists Like LikedToday 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 scaling customer success and navigating product analytics. We then discussed the evolution of pricing models — from events-based to monthly tracked users and back again — and how that shaped customer behavior, retention, and satisfaction. We wrapped up by discussing how AI-native companies like AssemblyAI are redefining usage-based pricing, customer segmentation, and churn forecasting in a rapidly changing landscape. Mentioned Resources AssemblyAI Mixpanel Google Analytics Adobe Omniture OpenAI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled 43:15
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Play Later Play Later Lists Like LikedToday 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 growth partnership and wrapped up by exploring how AI is changing internal team dynamics and go-to-market strategies. Mentioned Resources AppsFlyer Matik.io Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E288 | How AI Is Transforming Customer Success with Sivan More of HiBob 45:23
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Play Later Play Later Lists Like LikedToday 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 transformed over the years. We then discussed the role of AI and personalization in enhancing customer journeys, and we wrapped up by diving into how to build scalable, skills-based customer success teams in the age of AI. Mentioned Resources HiBob Vitally.io Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E287 | From CAC Recovery to Higher ACVs: The Power of Upfront Payments with Miguel Fernandez Larrea 32:45
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Play Later Play Later Lists Like LikedToday 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 payment terms. We then discussed the enterprise sales motion behind Capchase Pay, how Miguel’s team drives adoption across sales, finance, and rev ops, and how their CS team is optimizing activation to reach the first five closed deals. Mentioned Resources Capchase Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E286 | Humanizing Feedback: Hark’s Vision for Customer-Generated Content with Fran Brzyski 39:53
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Play Later Play Later Lists Like LikedToday 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 customer feedback by leveraging the power of video and audio. He discusses the importance of capturing customer intent, the challenges of shifting from traditional feedback methods, and how to drive engagement by making feedback actionable. We also dive into strategies for integrating feedback across departments, using customer stories to fuel growth, and the future of human interaction in an AI-driven world. Mentioned Resources LinkedIn Hark Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E285 | Betting on Yourself: Wistia’s Bold Pivot From Video Hosting to a Multi-product Platform with Chris Savage 47:00
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Play Later Play Later Lists Like LikedToday 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. He discusses the impact of COVID on video adoption, how Wistia navigated major strategic shifts, and why betting on yourself is often the best investment. We also dive into AI’s evolving role in video creation and editing, the importance of onboarding for retention, and why success isn’t always about massive numbers but rather delivering value at the right moment. Mentioned Resources Wistia Talking Too Loud with Chris Savage Ep 45 | How Wistia’s creative brand voice helps them retain their customers Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E284 | Optimizing Payments for Growth and Retention with Paddle's Lucas Lovell 40:32
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Play Later Play Later Lists Like LikedToday 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 the critical role payments play in churn reduction and strategies like smart payment retries, network tokenization, and local payment methods to maximize revenue. We also dive into retention tactics and Lucas’ perspective on the evolving payments landscape and how AI and automation are shaping the future of subscription businesses. Mentioned Resources Paddle Price Intelligently An update on Price Intelligently Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E283 | AI Powered Growth: How Reddit and Ramp Are Winning with Guillaume Cabane 39:25
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Play Later Play Later Lists Like LikedToday 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 deep into how AI is fundamentally changing growth strategies, making outbound sales more efficient, and reshaping how companies think about customer acquisition. G shares why the economics of marketing are shifting rapidly, how AI-generated content and ads are unlocking new opportunities in B2B, and why traditional sales roles may soon become obsolete. We also discuss the death of outdated marketing channels, why direct mail is making a surprising comeback, and how G’s team is leveraging AI-driven personalization at scale to drive record-breaking engagement. Mentioned Resources LinkedIn Hypergrowth Partners Ramp Reddit Waterfall Clearbit RB2B KickFire Albacross Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E282 | Navigating Early-Stage Growth: Churn, Retention, & Customer Success at Pylon 35:17
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Play Later Play Later Lists Like LikedToday 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 velocity in driving retention, the challenges of scaling customer success at an early-stage startup, and why founders should stay close to customers for as long as possible. We wrapped up by exploring the balance between growth and efficiency, the impact of AI in customer support, and the hiring strategies that have fueled Pylon’s expansion. Mentioned Resources Pylon Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E281 | The Foundational Laws of Retention That Haven’t Changed in the AI Era with Brian Balfour 46:06
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Play Later Play Later Lists Like LikedToday 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 transform the way we build and grow products. We then discussed why many AI products are struggling with high churn, the role of natural usage frequency in product retention, and how businesses can avoid falling into the trap of ignoring core retention principles. We wrapped up by exploring how AI is reshaping product teams, why product-market fit collapse is happening faster than ever, and how companies can navigate the new challenges of AI-native product development. Mentioned Resources Brian Balfour Reforge Churn.FM Episode 1 | Churn is the silent killer The 4 Growth Frameworks You Need to Build a $100M Product Invest Like the Best: Dylan Field – Designing the Future Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E280 | Reinventing Go-To-Market: Lessons from Agorapulse’s Upmarket Expansion with Emeric Ernoult 49:49
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Play Later Play Later Lists Like LikedToday 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 discussed the challenges of combating endemic churn, why moving upmarket was critical for growth, and the lessons learned from multiple pivots along the way. We wrapped up by discussing the complexities of scaling a SaaS business while bootstrapped, including how to align product, marketing, and sales when shifting to a new customer segment. Mentioned Resources Agorapulse Episode 44 | Challenges tackling SMB churn and how to overcome them Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian 55:34
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Play Later Play Later Lists Like LikedToday 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 Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation. We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world. Mentioned Resources Copy.AI Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen 43:32
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Play Later Play Later Lists Like LikedToday 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 high-impact growth product team—and why aligning these functions is crucial for retention. We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon. Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation. Mentioned Resources Grammarly Coda Airtable Canva Oyster Whimsical Intercom Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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CHURN FM
1 E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar 37:50
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Play Later Play Later Lists Like LikedToday 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 scaling multiple products and offers candid insights into why he wouldn’t recommend his approach. Saravana also reveals the story behind Churn360, the customer success product he ultimately decided to shut down after significant investment, and what this taught him about market fit and opportunity cost. We then explore the signals that led to Kovai.co expanding into new products, the strategies behind scaling Document360, and how Saravana balances managing multiple SaaS products with distinct go-to-market motions. Finally, Saravana discusses why onboarding is critical to fighting churn, the importance of aligning product-market fit with sales strategies, and what SaaS founders need to know before attempting a multi-product approach. Mentioned Resources Saravana Kumar Kovai.co Document360 Zendesk Freshdesk Intercom Churn360 Gainsight Vitally Brian Balfour Four Fits For $100M Growth UiPath Clay Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar 50:14
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Play Later Play Later Lists Like LikedToday 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 opportunities of evolving pricing models, exploring the shift from traditional seat-based pricing to success-based frameworks. We also discuss how AI is reshaping the SaaS landscape, influencing not just products but also how companies think about customer value and retention. Kyle shares actionable insights on aligning pricing strategies with customer success to drive growth and minimize churn. Mentioned Resources Kyle Poyar Klaviyo Tremont Growth Unhinged OpenView Simon-Kucher How to find your first ICP Leah Tharin James Hawkins PostHog Chargeflow Heidi Gibson GoDaddy Netflix ValuePilot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher 35:39
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Play Later Play Later Lists Like LikedToday 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 acquisition, covering key metrics, processes, and strategies to stand out in the market. We then discussed the importance of revenue, profitability, and team structure in determining valuation and how SaaS Group evaluates potential acquisitions. We wrapped up by exploring post-acquisition integration, including how SaaS Group supports acquired companies to maximize growth while maintaining their unique culture. Mentioned Resources Tim Schumacher Saas.group Sedo.com GoDaddy Open AI Adobe Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel 35:49
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Play Later Play Later Lists Like LikedToday 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 drive early retention success. We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption. We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth. Mentioned Resources Elliott Poppel General Collaboration Meta Meta Portal Apple Google Mark Zuckerberg Muppets Alexa Google Home ChatGPT Gemini Claude Home Assistant Google Docs Figma Notion Linear Jira Airtable Slack Superhuman Brian Halligan HubSpot Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres 42:05
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Play Later Play Later Lists Like LikedIn 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 success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement. We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI. Mentioned Resources Agency Drift HubSpot Vista OpenAI Jensen Huang Nvidia BG2 Podcast Copilot Cursor ChatGPT Sequoia Brian Halligan WhatsApp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels 42:20
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Play Later Play Later Lists Like LikedToday 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 the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement. We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement. Mentioned Resources Retention Funnels Google Sheet Superhuman Episode Scale AI Bounce Maze Stanford University GoTo Group Gojek Akshay Kothari Reforge Brian Balfour Mixpanel Amplitude Hotjar Gemini Segment Eleanor Dorfman Naked Wines Google Analytics Cedric Chin Commoncog AB InBev Loom Canva Figma Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja 43:06
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Play Later Play Later Lists Like LikedToday 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 insights. We discuss his approach to turning support into a growth engine by monitoring customer interactions for hidden signals that can prevent churn. Finally, Krishna reveals how leading companies are adopting a proactive support experience management strategy, showing significant reductions in customer escalations and increases in expansion. Mentioned Resources Krishna Raj Raja SupportLogic Support Experience CloudPhysics VMware Palo Alto Hotjar Zendesk ChatGPT Salesforce Tableau MuleSoft Snowflake Databricks Nokia Red Hat Starbucks Service Cloud Freshdesk Oracle SAP Kubernetes Adobe Apple Rubrik Notion Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko 44:16
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Play Later Play Later Lists Like LikedToday 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 AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges. We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem. We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth. Mentioned Resources Scale AI Substack Respeecher Reface Quokka Bird Etsy Panel AI Superhuman Gaurav Vohra Uber Lyft LIME AI Hotjar Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra 50:39
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Play Later Play Later Lists Like LikedToday 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 break through their growth ceiling. We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach. Mentioned Resources Superhuman Oliver Wyman Reportive Mohannad Ali Hotjar Apple Kingston Slack Notion Wiki Slack Connect HubSpot Salesforce ChatGPT Netflix Spotify Duolingo Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E268 | Simplifying Customer Success: The Key to Retaining Loyal Customers at Scale with Evgenia Mkrtychian 39:21
39:21 Play Later Play Later Lists Like Liked39:21
Play Later Play Later Lists Like LikedToday 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 SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements. We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success. Mentioned Resources LoyaltyPlant Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E267 | How to Shift Seemingly Uncontrollable Churn into Retention-Driven Growth with Adam Fishman 45:49
45:49 Play Later Play Later Lists Like Liked45:49
Play Later Play Later Lists Like LikedToday 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 he used at Patreon and Imperfect Foods to effectively manage churn. He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth. Mentioned Resources Startup Dad Podcast Mozilla Imperfect Foods Fishman AF Newsletter Reforge Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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1 E266 | From Concert Halls to Boardrooms: Turning Seemingly Unrelated Skills into Customer Success Strengths with Marija Skobe-Pilley 37:56
37:56 Play Later Play Later Lists Like Liked37:56
Play Later Play Later Lists Like LikedToday 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 customer success. We explore how she turned seemingly unrelated skills from her music career into strengths in customer success, applying talents like discipline, project management, and audience engagement to build strong client relationships and drive business growth. We also discuss the challenges of making major career transitions, how to recognize transferable skills, and how Marija positioned herself for leadership roles in customer success. Finally, we dive into the rise of portfolio careers and how Marija is embracing this model to balance consulting, coaching, and personal projects. Mentioned Resources Fractional SaaS NVIDIA Women in Success Podcast Catalyst ClickUp Churn FM is sponsored by Vitally , the all-in-one Customer Success Platform.…
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