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CHURN FM

E300 | Building Retention into Your DNA: Matthew Tharp on Churn Signals, ICP & Cold Email

Published 4 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform.

Hi Reader,

Today on the show, we're joined by Matthew Tharp, CEO of Hunter.io and former VP of Worldwide Retention at LogMeIn, where he owned NRR across nine products and learned what separates companies that solve churn from those that struggle with it forever.

Matthew breaks down why retention must be built into your DNA from day one, how to spot churn signals in the first three weeks, and why the best cold outreach comes from smaller lists and shorter emails—not scale.

Here’s what you’ll take away from this episode:

🧬 Why Fixing Retention Late Almost Always Fails
📊 The 3-Week Usage Pattern That Predicts Churn
🎯 How to Choose Your ICP Based on Market Opportunity
📧 Why Email Lists Under 100 People Get 80%+ Better Replies

Tune in to the full episode on Apple Podcasts, Spotify, or your favorite podcast platform.

If you love the podcast and haven't already, please consider leaving us a review and feedback!

Vitally is the first platform designed for today’s CS team, allowing you to operate with unparalleled efficiency, improve NRR, deliver best-in-class customer experiences, and get more work done.
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Even better? If you influence CS decisions at a B2B SaaS company with 50-1000 employees, Vitally is giving you a free pair of AirPods for taking a qualified demo with the team.

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Interested in maximizing your team’s productivity, visibility, and collaboration?

​Andrew Michael​

Host of Churn FM, the podcast for subscription economy pros to learn how the world's fastest-growing companies are tackling churn and using retention to fuel their growth.

34 Kimonos, Apartment 102, Nicosia, 2006
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CHURN FM

by Andrew Michael

Churn.fm is the podcast for subscription economy pros to learn how the world's fastest-growing companies are tackling churn and using retention to fuel their growth. Each week we share the top tips and advice from our episodes in this newsletter.

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