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Recent episodes
E304 | Why Product Delight Is No Longer Optional | Nesrine Changuel (Skype, Google, Spotify)
Jun 17, 2026
41m 09s
E303 | Customer Success Is Dead. Meet the Growth Department.
Apr 8, 2026
35m 40s
E302 | Why 51% of Subscribers Cancel Each Year—and How to Reduce Voluntary Churn
Feb 25, 2026
33m 30s
E301 | Smarter Dunning: How Data and Intent Change Payment Recovery with Charles Rosenblatt of Butter Payments
Feb 4, 2026
38m 10s
E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email
Jan 23, 2026
38m 58s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 6/17/26 |  E304 | Why Product Delight Is No Longer Optional | Nesrine Changuel (Skype, Google, Spotify) | Today on the show, we have Dr. Nesrine Changuel, founder of Product Excellence and Product Management Career Lab Director at ESSEC Business School. Prior to Product Excellence, Nesrine held senior product roles at Google, Spotify, and Microsoft. In this episode, we dig into why the technical barrier to building products has dropped so dramatically that functional quality alone can no longer differentiate — and what that means for teams that haven't yet learned to design for emotion.&nbs... | 41m 09s | ||||||
| 4/8/26 |  E303 | Customer Success Is Dead. Meet the Growth Department.✨ | customer successgrowth department+3 | Alex Raymond | The Growth DepartmentAMplify | North Star | keep, grow, no surprisesNRR+2 | — | 35m 40s | |
| 2/25/26 |  E302 | Why 51% of Subscribers Cancel Each Year—and How to Reduce Voluntary Churn✨ | churnsubscription management+1 | Priya Lakshminarayanan | RecurlyTwitch+3 | — | voluntary churnselective churn+1 | — | 33m 30s | |
| 2/4/26 |  E301 | Smarter Dunning: How Data and Intent Change Payment Recovery with Charles Rosenblatt of Butter Payments✨ | payment recoverysubscription payments+2 | Charles Rosenblatt | Butter PaymentsPayoneer+2 | — | dunning periodfinancial crisis+1 | — | 38m 10s | |
| 1/23/26 |  E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email✨ | retentionchurn signals+2 | Matthew Tharp | Hunter.ioLogMeIn+2 | — | email outreachHunter.io+2 | — | 38m 58s | |
| 12/5/25 |  EP299 | How to Build a Brand That Speaks to Robots and Humans with Susan Keplinger | Force of Nature✨ | brandingperformance marketing+2 | Susan Keplinger | RingOofos+1 | — | data-driven growthchaotic marketing+1 | — | 41m 13s | |
| 11/14/25 |  E298 | Why LLM Agents Are Now your VIP Visitors and How to Optimize for Them✨ | LLM AgentsAI-powered search+1 | Kevin White | PerplexityScrunch AI+8 | — | ChatGPTPerplexity+2 | — | 35m 01s | |
| 11/5/25 |  EP297 | How Freemius Aligns Pricing With Growth to Reduce Graduation Churn✨ | pricinggrowth+3 | Vova Feldman | FreemiusWordPress | — | Freemiusindie software+2 | — | 32m 04s | |
| 9/19/25 |  E296 | What thousands of A/B tests reveal about websites that convert and retain with Casey Hill | DoWhatWorks✨ | A/B testingwebsite conversion+1 | Casey Hill | ActiveCampaignDoWhatWorks+4 | — | conversion optimizationexperimentation+1 | — | 45m 05s | |
| 7/10/25 |  E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners✨ | SEOAI+2 | Kevin Indig | ShopifyG2+5 | — | HyperGrowth PartnersShopify+2 | — | 41m 53s | |
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| 6/25/25 |  E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point✨ | SaaSAI+3 | Alexander Theuma | SaaStockBackFuture VC | — | capital efficiencycompany structure+2 | — | 42m 15s | |
| 6/19/25 |  EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success | 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 cro... | 37m 14s | ||||||
| 6/11/25 |  E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams | Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally. In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally’s platform. We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights. And we wrapped up by discussing the evolving role of CSMs, the importance of hum... | 43m 45s | ||||||
| 5/28/25 |  E291 | From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play with Andrew Davies | Today on the show we have Andrew Davies, the CMO of Paddle. In this episode, Andrew shares his experience tackling the "champagne problems" that SaaS companies face as they scale globally. We then discussed how Paddle repositioned itself through the merchant of record model and brought a legacy concept back into the spotlight. We wrapped up by discussing the company's strategic phases, the ProfitWell acquisition, and the challenges of narrowing ICP without losing growth momentum. Mentioned Re... | 42m 15s | ||||||
| 5/15/25 |  E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI | Today on the show we have Ryan Seams, the Head of Customer Success at AssemblyAI. In this episode, Ryan shares his experience transitioning from Deloitte to the fast-paced world of startups, where he spent nearly a decade at Mixpanel scaling customer success and navigating product analytics. We then discussed the evolution of pricing models — from events-based to monthly tracked users and back again — and how that shaped customer behavior, retention, and satisfaction. We wrapped up by d... | 35m 15s | ||||||
| 5/2/25 |  E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled | Today on the show we have Ziv Peled, the Chief Customer Officer of AppsFlyer. In this episode, Ziv shares his experience using AI to radically improve customer success performance. We then discussed the shift from product expertise to growth partnership and wrapped up by exploring how AI is changing internal team dynamics and go-to-market strategies. Mentioned Resources AppsFlyerMatik.io | 41m 16s | ||||||
| 4/25/25 |  E288 | How AI Is Transforming Customer Success with Sivan More of HiBob | Today on the show we have Sivan More, the VP of Customer Success at HiBob, an HR tech company driving company culture and employee engagement. In this episode, Sivan shares her experience in the evolution of customer success and how it has transformed over the years. We then discussed the role of AI and personalization in enhancing customer journeys, and we wrapped up by diving into how to build scalable, skills-based customer success teams in the age of AI. Mentioned Resources HiBobVitally.io | 43m 25s | ||||||
| 4/16/25 |  E287 | From CAC Recovery to Higher ACVs: The Power of Upfront Payments with Miguel Fernandez Larrea | 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 Resources Cap... | 30m 46s | ||||||
| 4/3/25 |  E286 | Humanizing Feedback: Hark’s Vision for Customer-Generated Content with Fran Brzyski | Today on the show, we have Fran Brzyski, CEO and co-founder of Hark, a platform that helps brands build loyalty and achieve efficient growth through customer-generated content. In this episode, Fran shares insights into transforming customer feedback by leveraging the power of video and audio. He discusses the importance of capturing customer intent, the challenges of shifting from traditional feedback methods, and how to drive engagement by making feedback actionable. We also dive into strat... | 37m 55s | ||||||
| 3/27/25 |  E285 | Betting on Yourself: Wistia’s Bold Pivot From Video Hosting to a Multi-product Platform with Chris Savage | Today on the show, we have Chris Savage, CEO and co-founder of Wistia, a leading video marketing platform. In this episode, Chris shares insights from Wistia’s journey—from a video hosting platform to a comprehensive suite of video tools. He discusses the impact of COVID on video adoption, how Wistia navigated major strategic shifts, and why betting on yourself is often the best investment. We also dive into AI’s evolving role in video creation and editing, the importance of onboarding for re... | 45m 02s | ||||||
| 3/21/25 |  E284 | Optimizing Payments for Growth and Retention with Paddle's Lucas Lovell | Today on the show, we have Lucas Lovell, VP of Product at Paddle, a comprehensive payments and billing platform that helps businesses streamline transactions, reduce churn, and scale globally. In this episode, Lucas shares his insights on the critical role payments play in churn reduction and strategies like smart payment retries, network tokenization, and local payment methods to maximize revenue. We also dive into retention tactics and Lucas’ perspective on the evolving payments landscape a... | 38m 33s | ||||||
| 3/12/25 |  E283 | AI Powered Growth: How Reddit and Ramp Are Winning with Guillaume Cabane | Today on the show, we have Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners. G has helped scale some of the fastest-growing B2B companies, including Ramp, Retool, Vercel, Reddit, and more. In this episode, we dive deep into how AI is fundamentally changing growth strategies, making outbound sales more efficient, and reshaping how companies think about customer acquisition. G shares why the economics of marketing are shifting rapidly, how AI-generated content and ads ar... | 37m 26s | ||||||
| 2/26/25 |  E282 | Navigating Early-Stage Growth: Churn, Retention, & Customer Success at Pylon | Today on the show we have Advith Chelikani, the Co-founder and CTO of Pylon. In this episode, Advith shares his journey from engineer to co-founder and how Pylon is redefining B2B customer support. We then discussed the role of product velocity in driving retention, the challenges of scaling customer success at an early-stage startup, and why founders should stay close to customers for as long as possible. We wrapped up by exploring the balance between growth and efficiency, the impact of AI ... | 33m 19s | ||||||
| 2/12/25 |  E281 | The Foundational Laws of Retention That Haven’t Changed in the AI Era with Brian Balfour | Today on the show, we have Brian Balfour, the Founder and CEO of Reforge and former VP of Growth at HubSpot. In this episode, Brian shares his perspective on the foundational laws of retention that remain unchanged, even as AI continues to transform the way we build and grow products. We then discussed why many AI products are struggling with high churn, the role of natural usage frequency in product retention, and how businesses can avoid falling into the trap of ignoring core retention prin... | 44m 07s | ||||||
| 2/5/25 |  E280 | Reinventing Go-To-Market: Lessons from Agorapulse’s Upmarket Expansion with Emeric Ernoult | Today on the show we have Emeric Ernoult, the Founder and CEO of Agorapulse. In this episode, Emeric shares his experience navigating Agorapulse’s bold pivot from serving SMBs to targeting mid-market and enterprise clients. We then discussed the challenges of combating endemic churn, why moving upmarket was critical for growth, and the lessons learned from multiple pivots along the way. We wrapped up by discussing the complexities of scaling a SaaS business while bootstrapped, including how t... | 47m 50s | ||||||
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