CHURN FM

CHURN FM

Andrew Michael

CHURN FM is the podcast for subscription economy pros. Every Wednesday we hear how the world’s fastest growing companies are tackling churn and using retention & engagement to fuel their growth.

55 minutes 34 seconds

E279 | The Evolution of Copy.AI: From AI Copywriting to Enterprise Workflow Automation with Paul Yacoubian
Today on the show we have Paul Yacoubian, founder and CEO of Copy.AI.

In this episode, we explore how Copy.AI evolved from an AI copywriting tool into a full-scale enterprise workflow automation platform.

Paul shares how LLMs (Large Language Models) are reshaping go-to-market strategies, the challenges enterprises face in AI adoption, and why data management is the biggest bottleneck for AI-driven automation.
We also dive into Paul’s approach to angel investing, why he prioritizes founders over funding stages, and how companies should think about customer activation, churn, and retention in an AI-powered world.

Mentioned Resources
- Copy.AI
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
29 January 2025, 7:00 am
43 minutes 32 seconds

E278 | Aligning Growth Marketing and Growth Product to Maximize Retention with Yuriy Timen
Today on the show we have Yuriy Timen, investor and advisor to companies like Airtable, Canva, and Oyster, and former Global Head of Growth & Marketing at Grammarly.

Yuriy shares his journey from leading performance marketing to building a high-impact growth product team—and why aligning these functions is crucial for retention.
We explore the challenges of balancing acquisition and retention, how to structure growth teams effectively, and why the first user session is the biggest lever for long-term retention. Yuriy also shares his perspective on when startups should truly focus on growth and how to avoid the common mistake of scaling too soon.
Tune in to learn how to break down silos, create a retention-driven growth strategy, and build a seamless user experience from acquisition to activation.

Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
22 January 2025, 1:00 pm
37 minutes 50 seconds

E277 | What SaaS Founders Should Know Before Going Multi-Product: Lessons from Kovai's Saravana Kumar
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 Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
9 January 2025, 7:00 pm
50 minutes 14 seconds

E276 | Beyond Seats: The Shift Towards Success-Based Pricing with Kyle Poyar
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 Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
1 January 2025, 8:00 am
35 minutes 39 seconds

E275 | How to Prepare Your SaaS for Acquisition with Tim Schumacher
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 Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
11 December 2024, 5:00 am
35 minutes 49 seconds

E274 | Activation Milestones: The Secret to Early Retention Success with Elliott Poppel
Today on the show we have Elliott Poppel, the CEO and founder of General Collaboration.
In this episode, Elliott shares his experience identifying activation milestones to separate casual visitors from engaged users and how these metrics drive early retention success.
We then discussed the challenges of integrating multiple tools into a seamless user experience and the importance of positioning and marketing in product adoption.
We wrapped up by exploring the lessons Elliott learned as a third-time founder and his insights on balancing user acquisition, retention, and growth.

Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
4 December 2024, 7:00 am
42 minutes 5 seconds

E273 | Redefining Customer Success in the Age of AI with Agency's CEO Elias Torres
In this episode, Elias Torres shares his journey from building and selling Drift for $1.2 billion to launching Agency and how he’s leveraging AI to revolutionize customer success.
We then dove into the challenges of scaling customer success teams, the role of AI in automating tasks, and the potential to create a unified "customer brain" for better insights and engagement.
We wrapped up by discussing the future of customer success, the shift to outcome-based pricing models, and Elias' vision for building a $10 billion company with a lean team empowered by AI.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
28 November 2024, 12:00 pm
42 minutes 20 seconds

E272 | Activating Growth through Data-Driven Insights with Crystal Widjaja on Retention Funnels
Today on the show, we have Crystal Widjaja, Executive-in-Residence at Reforge and angel investor and advisor to several startups.
In this episode, Crystal shares her expertise on activating growth through data-driven insights, focusing on the importance of well-structured retention funnels. She explains how to design impactful onboarding experiences, track the right metrics, and identify key points of abandonment to improve user activation and engagement.
We then delve into the power of segmentation and discuss how understanding user behavior and traits can unlock exponential growth. Finally, we explore actionable tips for avoiding common data pitfalls and creating a culture of experimentation and improvement.

Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
22 November 2024, 6:00 am
43 minutes 6 seconds

E271 | How to Transform Your Support Team into a Growth Engine with SupportLogic's CEO, Krish Raj Raja
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 Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
13 November 2024, 7:00 am
44 minutes 16 seconds

E270 | Boosting Marketplace Retention Through Engagement and Quality Management at Scale AI with Ruslan Nazarenko
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 Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
7 November 2024, 10:00 am
50 minutes 39 seconds

E269 | From Solo to Team: How Superhuman Broke Through Their Growth Ceiling with Multiplayer Mode, with Gaurav Vohra
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 Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
30 October 2024, 6:00 am
More Episodes? Get the App

About CHURN FM

https://www.churn.fm
en-us

Links

Listeners Also Subscribed To

Your feedback is valuable to us. Should you encounter any bugs, glitches, lack of functionality or other problems, please email us on [email protected] or join Moon.FM Telegram Group where you can talk directly to the dev team who are happy to answer any queries.