Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman.

In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling.

We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach.

Mentioned Resources

• Superhuman
• Oliver Wyman
• Reportive
• Mohannad Ali
• Hotjar
• Apple
• Kingston
• Slack
• Notion
• Wiki
• Slack Connect
• HubSpot
• Salesforce
• ChatGPT
• Netflix
• Spotify
• Duolingo

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

Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.

In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.

We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.

Mentioned Resources

• LoyaltyPlant
• Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS

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

Today on the show, we have Adam Fishman, interim SVP of New Products at Mozilla and a growth advisor to various startups.

In this episode, Adam dives into the concept of controllable vs. seemingly uncontrollable churn, sharing strategies he used at Patreon and Imperfect Foods to effectively manage churn.

He explains how to identify what appears to be out of your control and the tactics that can tame it, turning seemingly uncontrollable churn into manageable factors. From improving customer onboarding to managing expectations, Adam reveals how focusing on the right areas can significantly impact retention and drive growth.

Mentioned Resources

• Startup Dad Podcast
• Mozilla
• Imperfect Foods
• Fishman AF Newsletter
• Reforge

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