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 Path
• Product-Led Onboarding
• Eureka
• ProductLed
• Appcues
• Mural
• Miro
• Figma
• Amplitude
• Pendo

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

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)
• Vitally
• Clay
• Duolingo’s Memo of Shifting to AI

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

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

• Paddle
• ProfitWell
• Price Intelligently
• Idio
• Optimizely

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

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.

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

• AppsFlyer
• Matik.io

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

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

• HiBob
• Vitally.io

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

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

• Capchase

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

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 strategies for integrating feedback across departments, using customer stories to fuel growth, and the future of human interaction in an AI-driven world.

Mentioned Resources

• LinkedIn
• Hark

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