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.

  1. E296 | What thousands of A/B tests reveal about websites that convert and retain with Casey Hill | DoWhatWorks

    8H AGO

    E296 | What thousands of A/B tests reveal about websites that convert and retain with Casey Hill | DoWhatWorks

    Today on the show we have Casey Hill, CMO of DoWhatWorks, a patented growth experiment tracking engine that reveals which website changes actually drive results. Casey brings experience from ActiveCampaign, his work as a Stanford instructor and advisor, and years of research into how leading companies like Slack, Shopify, and Asana run experiments.  In this episode, Casey breaks down why most A/B tests fail and how to focus on the few elements that truly move the needle. We explore why two CTAs often outperform one, why customer logo bars underdeliver, and why expectation-to-reality alignment is the hidden driver of both conversions and retention.  Casey also shares how DoWhatWorks blends large-scale data with human research to surface reliable best practices, why expansion revenue has become its biggest growth lever, and how enterprise clients are tackling churn by setting clear expectations from day one.  We also discuss how onboarding experiments reduce early churn, why traffic sources should shape your CTA strategy, and why simplicity always wins on pricing pages. 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 X. Key Resources: DoWhatWorksLinkedIn | Casey HillEp 235 The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User JourneySlackAsanaKlaviyoShopifyRampHockeyStackLinearY CombinatorHotjarClayHexBufferRipplingOptimizelyAmplitudeWebflowAdobe TargetBetScores Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

    45 min
  2. E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners

    JUL 10

    E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners

    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.

    42 min
  3. E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point

    JUN 25

    E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point

    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.

    42 min
  4. EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success

    JUN 19

    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 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.

    39 min
  5. E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams

    JUN 11

    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 human connection, and how AI is enabling CS teams to drive strategic business outcomes. Mentioned Resources LinkedIn (Jamie Davidson)LinkedIn (Kelley Turner)VitallyClayDuolingo’s Memo of Shifting to AI Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

    46 min
  6. E291 | From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play with Andrew Davies

    MAY 28

    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 Resources PaddleProfitWellPrice IntelligentlyIdioOptimizely Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

    44 min
  7. E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI

    MAY 15

    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 discussing how AI-native companies like  AssemblyAI are redefining usage-based pricing, customer segmentation, and churn forecasting in a rapidly changing landscape. Mentioned Resources AssemblyAI Mixpanel Google Analytics Adobe Omniture OpenAI  Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

    37 min
  8. E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled

    MAY 2

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

    43 min
See All (297)

Trailer

5
out of 5
31 Ratings

About

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.

Information

  • Creator
    Andrew Michael
  • Years Active
    2019 - 2025
  • Episodes
    297
  • Rating
    Clean
  • Copyright
    © 2025 CHURN FM
  • Show Website
    CHURN FM

You Might Also Like