Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show, we're joined by Charles Rosenblatt, CEO of Butter Payments and former CSO of Payoneer, where he learned that outside factors can derail even the best strategies—and why understanding what's within your control versus what's not is critical for making smart retention decisions. Charles breaks down why the 14-day dunning period is an arbitrary standard that costs companies millions, how to predict...
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...
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 Susan Keplinger, CEO of Force of Nature, where she helps fast-growing brands replace chaos with data-backed, systemized marketing. Suzanne breaks down why creative is the new targeting, why fewer campaigns outperform overly complex setups, and what it takes to build a marketing engine that both humans and algorithms can understand. Here’s what you’ll take away from this episode: 🎨 Why...
6 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show, we have Kevin White, Head of Marketing at Scrunch AI, where he’s helping brands stay discoverable in the era of AI-powered search. Kevin shares how Scrunch is reimagining marketing for a world where bots are your new audience, and what it takes to optimize your site for LLMs instead of traditional SEO. Here's what you'll gain from this episode: 🤖 Optimizing for the AI-First Web 🚀 Lessons from Segment...
7 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show we have Casey Hill, CMO of DoWhatWorks, a patented growth experiment tracking engine and former Senior Growth Marketing Manager at ActiveCampaign. Casey reveals why most A/B tests miss the mark, how to focus on the website elements that actually drive results, and why setting clear expectations is the hidden key to reducing churn. Here's what you'll gain from this episode: ✅ Why two CTAs often beat...
9 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show we have Kevin Indig, Growth Advisor at HyperGrowth Partners and former SEO lead at Shopify and G2. Kevin shares why 2024 might have been the last golden year of SEO traffic, and how AI is ushering in a new era of high-intent clicks, hyper-targeted content, and trust-based search Here's what you'll gain from this episode: ✅ Why 2024 was peak traffic, and what replaces it 🔍 How Google’s AI overviews are...
11 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. Hi Reader, Today on the show we have Alexander Theuma, Founder of SaaStock and General Partner at BackFuture VC, diving into how SaaS is evolving, and not disappearing. Here's what you'll gain from this episode: ✅ How AI is reshaping capital efficiency and startup structure 📉 What the VC pullback means for early-stage founders 🧠 Why lean, AI-first teams are replacing bloated headcounts 📈 The rise of SaaS consolidation and...
11 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams Hi Reader, Today on the show we have Jamie Davidson, CEO and Co-Founder, and Kelley Turner, SVP of Global Customer Success of Vitally. Here's what you'll gain from this episode: ✅ How AI is transforming customer success teams at scale 🤖 Balancing personalization and efficiency with AI ⚙️ Why enriching CS data isn’t enough, action matters 📉 The end of...
12 months ago • 1 min read
Sponsored by Vitally, the all-in-one Customer Success Platform. From Champagne Problems to Category Creation: The Rise of Paddle’s Merchant of Record Play Hi Reader, Today on the show we have Andrew Davies, CMO of Paddle, discussing how the company turned painful operational problems into strategic growth levers. Here's what you'll gain from this episode: ✅ How back-office complexity kills momentum for global SaaS 📦 Why Paddle doubled down on the Merchant of Record model 🎯 Lessons from...
about 1 year ago • 1 min read
