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  EP305 | What Happens When Marketing and CS Share a Leader | Rebecca Stone 22.09.2026 42นาที

  Today on the show we have Rebecca Stone, Chief Customer and Marketing Officer at Plume. In this episode, Rebecca shares how bringing marketing and customer success under one leader can create a stronger understanding of the customer journey, from acquisition and adoption through to retention and expansion. We then discussed how Plume measures marketing influence, why customer success should be accountable for expansion revenue, and how the company uses customer data and AI to improve experien...
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  E304 | Why Product Delight Is No Longer Optional | Nesrine Changuel (Skype, Google, Spotify) 17.06.2026 41นาที

  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...
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  E303 | Customer Success Is Dead. Meet the Growth Department. 08.04.2026 33นาที

  Today on the show, we have Alex Raymond, founder of AMplify and author of The Growth Department, a book reframing how post-sales teams think about their role inside B2B companies. In this episode, we dig into why customer success and account management are in an identity crisis — and why the answer lies in orienting the entire function around one core purpose: helping the company win. We explore the “keep, grow, no surprises” framework, how NRR as a North Star metric can align sales and...
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  E302 | Why 51% of Subscribers Cancel Each Year—and How to Reduce Voluntary Churn 25.02.2026 31นาที

  Today on the show, we have Priya Lakshminarayanan, CPO of Recurly, a subscription management platform empowering brands like Twitch, PupBox, Sprout Social, and Pipedrive to launch, scale, and optimize subscription experiences. In this episode, we dive deep into Recurly's 2026 State of Subscriptions report, uncovering surprising trends that challenge conventional wisdom about churn. We explore why "selective churn" might actually reflect stronger consumer intent rather than fatigue, and ...
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  E301 | Smarter Dunning: How Data and Intent Change Payment Recovery with Charles Rosenblatt of Butter Payments 04.02.2026 36นาที

  Today on the show, we have Charles Rosenblatt, CEO of Butter Payments, providing ML AI-driven payment recovery for subscription merchants and recurring payments. Previously, Charles was CSO of Payoneer, CRO at Velo Payments, and ran treasury at D.E. Shaw during the late 90s—where managing a financial crisis taught him that outside factors can derail even the best strategies and smartest teams. In this episode, we uncover why the 14-day dunning period is an arbitrary standard that should...
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  E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email 23.01.2026 37นาที

  Today on the show, we have Matthew Tharp, CEO of Hunter.io, the all-in-one email outreach platform used by over 4 million people to identify prospects and run cold email campaigns. Previously, Matthew was VP of Worldwide Retention at LogMeIn, where he owned NRR across nine products—giving him a rare masterclass in retention challenges at different stages and scales. In this episode, we uncover why retention isn't a problem you solve when growth stalls—it's DNA you build from day one. Matthew ...
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  EP299 | How to Build a Brand That Speaks to Robots and Humans with Susan Keplinger | Force of Nature 05.12.2025 39นาที

  Today on the show, we have Susan Keplinger, CEO of Force of Nature, a boutique performance marketing shop behind the growth of brands like Ring, Oofos, and other category leaders. With experience building data-driven growth engines across e-commerce and DTC, Suzanne has helped companies shift from chaotic marketing to orchestrated, scalable systems. In this episode, we uncover why the future of performance marketing isn’t about hacking audiences or chasing the “one winning creative”—but build...
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  E298 | Why LLM Agents Are Now your VIP Visitors and How to Optimize for Them 14.11.2025 33นาที

  Today on the show, we have Kevin White, Head of Marketing at Scrunch AI, a platform helping brands stay discoverable in the era of AI-powered search. Kevin brings experience from leading go-to-market and marketing teams at Segment, Retool, and Common Room, as well as advising fast-growing startups like Ashby, Deepnote, and Gretel.ai. In this episode, we explore how the rise of answer engines like ChatGPT and Perplexity is reshaping how people find information online—and what it means fo...
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  EP297 | How Freemius Aligns Pricing With Growth to Reduce Graduation Churn 05.11.2025 30นาที

  Today on the show we have Vova Feldman, the Founder and CEO of Freemius. In this episode, Vova shares his experience in launching Freemius from a side project into a platform powering thousands of indie software businesses. We then discussed how Freemius is repositioning itself from its WordPress roots to become the go-to solution for small SaaS and desktop software businesses. We wrapped up by discussing their new transparent pricing model — designed to align with growth and reduce graduatio...
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  E296 | What thousands of A/B tests reveal about websites that convert and retain with Casey Hill | DoWhatWorks 19.09.2025 43นาที

  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 t...
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  E295 | The Future of SEO in an AI-First world with Kevin Indig | HyperGrowth Partners 10.07.2025 39นาที

  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 b...
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  E294 | SaaS isn’t dead, it’s just different: Alexander Theuma from SaaStock on the industry’s turning point 25.06.2025 40นาที

  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 ove...
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  EP293 | The Hidden Friction Killing Your Growth: Ramli John's Playbook for B2B Onboarding Success 19.06.2025 37นาที

  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...
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  E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams 11.06.2025 43นาที

  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...
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  E291 | From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play with Andrew Davies 28.05.2025 42นาที

  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...
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  E290 | From PLG Pains to AI Gains: Rethinking Retention with Ryan Seams of AssemblyAI 15.05.2025 35นาที

  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...
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  E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled 02.05.2025 41นาที

  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
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  E288 | How AI Is Transforming Customer Success with Sivan More of HiBob 25.04.2025 43นาที

  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
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  E287 | From CAC Recovery to Higher ACVs: The Power of Upfront Payments with Miguel Fernandez Larrea 16.04.2025 30นาที

  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...
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  E286 | Humanizing Feedback: Hark’s Vision for Customer-Generated Content with Fran Brzyski 03.04.2025 37นาที

  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...