Customer Success and Empathy in Business

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 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.