CHURN FM

Today on the show we have David Sakamoto, VP of Customer Success at GitLab.In this episode, we talked about how David remembers names leading a team of over 200 people, the biggest differences between company giants like Cisco and hyper-growth startups like GitLab, and what David’s vision is for Customer Success at GitLab. We also discussed why a CS team should be orchestrating the customer experience across the board, the hiring process at GitLab, and how to maintain your company culture and values during rapid company scaling.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Mariah Hay, VP of Product at Help ScoutIn this episode, Mariah shares the product principles she lives by, and the importance of having a cross-functional group of teams working towards outcomes with an aligned goal to avoid building a Frankenstein product. We also discussed how Help Scout’s product team uses OKR’s, what Support Driven Growth is and how you can implement it, and we dove deep into Product Specialists at Help Scout, who they are, what they do, and the role they play in the support team. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Derek Steer, Co-founder, and CEO of Mode.In this episode, we talked about what drove Derek as an analyst to start Mode, what they do, and who their typical customers are.  We also discussed how Mode nudged competitors out of their customer’s workflow by having a hyper-focus on technical analysts and what differentiates them in the data analysis market. Derek also shares how analysts at Mode analyze churn and retention and why you should also investigate churn even if it’s not a problemAs 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Shanta Bodhan, Director of Customer Success at SupplyShift.In this episode, we talked about what drove Shanta to make the switch from HR to customer success, the different parallels between employee retention and customer retention, and how SupplyShift adapts and aligns their product roadmap to their customer’s current needs.We also discussed the relationship between Customer Success and Sales at SupplyShift and how they work together towards common goals and we also dove into how they retain customers with their company mission.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Dan Burcaw, co-founder and CEO of Nami ML.In this episode, we talked about what drove Dan to build Nami ML, the unique involuntary churn scenarios with mobile apps on iTunes and Google Play stores.We also discussed the different risks and concerns that companies like Spotify and Netflix might face by charging their customers outside the mobile app ecosystem, and what role churn and retention played during the acquisition of Dan’s previous company. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

 Today on the show we have Sydney Strader, Head of Customer Success at Catalyst.In this episode, we talked about what motivated Sydney to make the switch from a career in marketing to customer success, how you can align compensation between sales and customer success. We also discussed her time at Invision and how they maximized value for their customers by taking renewals off the CS team’s plate and how their hyper-growth masked churn and retention. Sydney also shared her number one challenge working at Catalyst and what a customer success team of customer success platform looks like.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Javier Suarez, co-founder of Oliva.In this episode, we talked about what it feels like to start over again after building TravelPerk, a hyper-growth startup. Javier also shared how the anxiety that came with being a founder of a hyper-growth company motivated him to start Oliva just a few years later.We also discussed how TravelPerk viewed churn and retention and what they did to solve it in the early days, we then dove into the evolution of their product team as their company scaled, why they focused their efforts on small to medium-sized businesses, how they made that decision, and how it influenced their product strategy. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Kristi Faltorusso, VP of Customer Success at IntelliShift. In this episode, we talked about how Kristi moved from a career in marketing to customer success and why it was the best decision she ever made. Kristi also shared what she focused on to get up to speed with the industry 12 years ago, and how previously being a power user of the product she worked for helped in launching her career in customer success.We also discussed the common churn and retention challenges across the companies Kristi has worked at, how you can best understand what is valuable for your customer and how you can help them achieve it, how to define customer product outcomes vs business outcomes, and how you can get creative with contracts to help reduce churn. 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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Dave Blake, founder, and CEO of ClientSuccessIn this episode, we talked about what motivated Dave to start ClientSuccess and how their service helps their customers drive expansion and reduce churn, he also shares what it was like being at Adobe when they made the big switch from selling compact discs to a cloud-based subscription service business.We also discussed how Adobe became an extension of their customer’s team by physically working at their offices’ building deep relationships, how Dave is applying his learnings to his own company, and the evolution of a customer success team as a company scales.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.Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Luke Diaz, VP of Customer Success at Clearbit.In this episode, we talked about why Luke made a career switch from working at a Hedge Fund to diving into Customer Success, and how Optimizely shifted their go-to-market strategy to fix churn and retention.We also discussed how AppsFlyer identifies strategic opportunities to drive expansion revenue, how you can show the impact of a team that doesn't own revenue, and how Clearbit approaches their churn and retention challenges.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 TwitterChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.