Today 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 ResourcesSaravana Kumar  Kovai.coDocument360ZendeskFreshdeskIntercomChurn360 GainsightVitallyBrian BalfourFour Fits For $100M GrowthUiPathClayChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 ResourcesKyle Poyar Klaviyo TremontGrowth UnhingedOpenViewSimon-KucherHow to find your first ICP   Leah TharinJames Hawkins  PostHogChargeflowHeidi Gibson GoDaddyNetflixValuePilotChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 ResourcesTim Schumacher Saas.groupSedo.com GoDaddyOpen AI Adobe FigmaChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Elliott Poppel, CEO and founder of General Collaboration, shares his journey from working at Meta to launching a new communications platform. He discusses identifying activation milestones that distinguish engaged users from casual visitors, emphasizing their role in boosting early retention. Elliott also addresses the challenges of merging multiple tools into a user-friendly experience while navigating notification overload. Lastly, he reflects on lessons learned as a three-time founder, highlighting the balance between user acquisition and sustainable growth.

Elias Torres, Founder and CEO of AgencyAI and former VP of Engineering at HubSpot, discusses his journey from selling Drift for $1.2 billion to launching an AI-driven customer success platform. He highlights the role of AI in streamlining customer interactions and emphasizes the shift toward outcome-based pricing models. Elias also tackles the challenges of scaling success teams and the necessity of a unified 'customer brain' for better insights. His vision for a $10 billion company showcases the transformative power of technology in enhancing customer engagement.

In this discussion, Crystal Widjaja, an Executive-in-Residence at Reforge and angel investor, shares her insights on leveraging data for growth. She emphasizes the importance of well-structured retention funnels and effective onboarding experiences to boost user engagement. Crystal dives into user behavior, highlighting how segmentation can unlock exponential growth. She also warns against the pitfalls of bad data and advocates for proactive insights and nuanced analysis over standard dashboards. Actionable tips for improving retention metrics are sprinkled throughout the conversation.

Today 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 ResourcesKrishna Raj Raja  SupportLogicSupport ExperienceCloudPhysicsVMware Palo Alto HotjarZendesk ChatGPT       Salesforce Tableau MuleSoft SnowflakeDatabricksNokiaRed HatStarbucksService CloudFreshdeskOracleSAP   KubernetesAdobeAppleRubrikNotionChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 ResourcesScale AI  Substack  Respeecher RefaceQuokkaBirdEtsyPanel AISuperhuman      Gaurav Vohra UberLyftLIME AI   HotjarChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 ResourcesSuperhuman Oliver Wyman ReportiveMohannad Ali HotjarAppleKingstonSlackNotionWiki      Slack Connect HubSpotSalesforceChatGPTNetflixSpotifyDuolingo Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 ResourcesLoyaltyPlantCustomer 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.