CHURN FM

Today 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:WebsiteLinkedInGrowth MemoHyperGrowth PartnersGoogle I/OOpenAIChatGPTRedditPerplexityPostHogChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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:SaaStockBackFuture VCChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today 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 PathProduct-Led OnboardingEurekaProductLedAppcuesMuralMiroFigmaAmplitudePendoChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Jamie Davidson, CEO and Co-Founder of Vitally, and Kelley Turner, SVP of Global Customer Success at Vitally, discuss how AI is revolutionizing customer success. They share insights from assisting over 600 companies in scaling their operations. The conversation highlights the shift towards personalized engagement and the balance between AI efficiency and human touch. They delve into the evolving role of customer success managers and how AI enables strategic business outcomes while maintaining vital human connections.

Andrew Davies, CMO of Paddle, shares insights on tackling the unique challenges SaaS companies face as they scale globally. He delves into the innovative merchant of record model, highlighting its resurgence and its significance in managing global payments efficiently. Davies discusses Paddle's strategic growth phases, including the successful ProfitWell acquisition, and the balance between refining the ideal customer profile and maintaining growth momentum. He emphasizes the importance of adaptability in leadership during different business growth phases.

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!

Ziv Peled, Chief Customer Officer of AppsFlyer, shares his insights on leveraging AI to supercharge customer success teams. He discusses the shift from product expertise to becoming growth partners, emphasizing the critical role of habit-forming products in the subscription economy. Ziv reveals how AI can balance human touch with automation, enhancing personalized experiences. He also highlights the transformative impact of AI on team dynamics and communication, urging a focus on long-term customer relationships for sustainable growth.

In this insightful discussion, Sivan More, VP of Customer Success at HiBob and seasoned expert with over two decades in the field, delves into the evolution of customer success. She shares how AI is revolutionizing customer journeys through personalization and data-driven strategies. Topics include building scalable, skills-based teams amid AI advancements and the importance of balancing emotional intelligence with automation. Sivan also highlights the changing metrics in SaaS and the imperative of nurturing strong client relationships to combat churn.

Today 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 ResourcesCapchaseChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Fran Brzyski, CEO and co-founder of Hark, dives into the transformative power of customer-generated content. He discusses the shift from traditional feedback methods to engaging formats like audio and video, promoting a more personal connection with customers. Fran shares insights on overcoming challenges in startup life, balancing family, and the importance of harnessing authentic feedback for brand loyalty. He emphasizes how storytelling can drive growth and the need for collaboration across departments in an increasingly AI-driven world.