CHURN FM Andrew Michael

Today on the show we have Heather Brown, the VP of Global Commercial Sales and Customer Success at PagerDuty. 

In this episode, Heather shares her extensive experience in bridging the gap between product development and customer success to enhance company performance and customer value. 

We dive into the innovative strategies PagerDuty employs to ensure these two critical areas are not just aligned but also collaboratively driving the company's growth and customer satisfaction.
Heather also discusses the evolution of her role at PagerDuty, the importance of internal collaboration, and how integrating product feedback loops can significantly impact customer retention and success.
Mentioned Resources
Product + Success: The Winning Dou for Customer Success (Tatyana Mamut)PagerDuty#IamRemarkableChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io. 

In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company.
We delve into the strategies that Customer.io employs to mitigate the risks associated with customer champion turnover and we wrapped up by discussing the importance of maintaining continuity and engagement in customer relationships and how to ensure the high standards of customer experience are upheld even in the face of such challenges.


Mentioned Resources
Customer.ioBig ButtonChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Today on the show we have Austin Yang, the Lead Product Manager of Softr.
In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management.


We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing how Softr is navigating product development and user needs in this diverse landscape.


Mentioned Resources
SoftrLandbotAustinyang.co

Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM.
In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucial for attracting and retaining customers.
We then discussed the common pitfalls startups face when crafting their homepages and wrapped up by exploring strategic approaches to making these homepages more effective in communicating value succinctly.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter!

Mentioned Resources:
Fletch PMMHotjarSuperhumanLoomChurn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Today on the show we have Céline Daley, the VP of Customer at DeepL.
In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the power of adaptability and learning in driving career growth.


We then discussed the importance of understanding business needs and how seeking adventure can lead to unexpected and rewarding career paths. We wrapped up by exploring Céline's strategies for building and scaling customer success teams, and how her generalist approach has been a key factor in her success.


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 at Andrew@churn.fm. Don't forget to follow us on Twitter.

Mentioned Resources:
DeepLBrightwheelZendeskAmanda KlehaFigmaAnne Raimondi      AsanaJarek KutylowskiEmeric Ernoult   Agorapulse

Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.

Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle.
In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention.
We then delved into how Cycle leverages feedback not just for product prioritization but as a tool to spread empathy across organizations and build trust with users, ultimately fostering a more engaged and loyal customer base.
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 at Andrew@churn.fm. Don't forget to follow us on Twitter.
Mentioned Resources:
Cycle AppHotjarFigmaNotionSegment AnalyticsEleanor Dorfman    Brian Balfour AvrioSuperhuman 



Churn FM is brought to you by Vitally, the all-in-one Customer Success Platform and Chargebee, SaaS for effective revenue growth management.