CHURN FM E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI
May 15, 2025
Ryan Seams, Head of Customer Success at AssemblyAI, dives deep into the world of customer engagement and retention. He shares his journey from corporate to startup life, highlighting the evolution of pricing models that impact customer satisfaction. The discussion covers the challenges of usage-based pricing in tech, emphasizing the need for transparency. Ryan also emphasizes the crucial role of empathy in customer interactions and the importance of clear communication in enhancing customer success. Tune in for insights that redefine retention strategies!
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Ryan's Career Shift from Deloitte
- Ryan left Deloitte because the technology was not cutting edge and the work was mainly support ticket handling.
- He wanted to apply his skills in a high-growth tech startup with more exciting technology.
Ryan's Long Tenure at Mixpanel
- Ryan stayed nearly a decade at Mixpanel because he continuously learned and evolved his roles.
- He grew from support engineer to leading teams and opening new offices globally.
Mixpanel's Dual ROI Axes
- Mixpanel's pricing was usage-based, charging either for events or monthly tracked users.
- ROI depended both on data ingestion and user engagement with reports, complicating churn analysis.