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Jamie Davidson, CEO and Co-Founder of Vitally, and Kelley Turner, SVP of Global Customer Success at Vitally, discuss how AI is revolutionizing customer success. They share insights from assisting over 600 companies in scaling their operations. The conversation highlights the shift towards personalized engagement and the balance between AI efficiency and human touch. They delve into the evolving role of customer success managers and how AI enables strategic business outcomes while maintaining vital human connections.

Andrew Davies, CMO of Paddle, shares insights on tackling the unique challenges SaaS companies face as they scale globally. He delves into the innovative merchant of record model, highlighting its resurgence and its significance in managing global payments efficiently. Davies discusses Paddle's strategic growth phases, including the successful ProfitWell acquisition, and the balance between refining the ideal customer profile and maintaining growth momentum. He emphasizes the importance of adaptability in leadership during different business growth phases.

Ryan Seams, Head of Customer Success at AssemblyAI, dives deep into the world of customer engagement and retention. He shares his journey from corporate to startup life, highlighting the evolution of pricing models that impact customer satisfaction. The discussion covers the challenges of usage-based pricing in tech, emphasizing the need for transparency. Ryan also emphasizes the crucial role of empathy in customer interactions and the importance of clear communication in enhancing customer success. Tune in for insights that redefine retention strategies!

Ziv Peled, Chief Customer Officer of AppsFlyer, shares his insights on leveraging AI to supercharge customer success teams. He discusses the shift from product expertise to becoming growth partners, emphasizing the critical role of habit-forming products in the subscription economy. Ziv reveals how AI can balance human touch with automation, enhancing personalized experiences. He also highlights the transformative impact of AI on team dynamics and communication, urging a focus on long-term customer relationships for sustainable growth.

In this insightful discussion, Sivan More, VP of Customer Success at HiBob and seasoned expert with over two decades in the field, delves into the evolution of customer success. She shares how AI is revolutionizing customer journeys through personalization and data-driven strategies. Topics include building scalable, skills-based teams amid AI advancements and the importance of balancing emotional intelligence with automation. Sivan also highlights the changing metrics in SaaS and the imperative of nurturing strong client relationships to combat churn.

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

Fran Brzyski, CEO and co-founder of Hark, dives into the transformative power of customer-generated content. He discusses the shift from traditional feedback methods to engaging formats like audio and video, promoting a more personal connection with customers. Fran shares insights on overcoming challenges in startup life, balancing family, and the importance of harnessing authentic feedback for brand loyalty. He emphasizes how storytelling can drive growth and the need for collaboration across departments in an increasingly AI-driven world.

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 retention, and why success isn’t always about massive numbers but rather delivering value at the right moment.Mentioned ResourcesWistiaTalking Too Loud with Chris SavageEp 45 | How Wistia’s creative brand voice helps them retain their customersChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

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 and how AI and automation are shaping the future of subscription businesses.Mentioned ResourcesPaddlePrice IntelligentlyAn update on Price IntelligentlyChurn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

In this discussion, Guillaume Cabane, Co-Founder and General Partner at Hypergrowth Partners, shares his insights on how AI is transforming growth strategies for B2B companies like Ramp and Reddit. He highlights the rapid shift in marketing economics and the potential obsolescence of traditional sales roles. Guillaume discusses the surprising revival of direct mail amid evolving channels and emphasizes the importance of AI-driven personalization for engagement. The conversation also delves into leveraging intent signals for smarter sales outreach and the redefined roles within sales and marketing teams.