CHURN FM

Today on the show we have Gabe Larsen, Chief Revenue Officer at Atonom, a company building AI employees for businesses. In this episode, Gabe shares what he has learned managing six AI employees, including why inbound lead qualification has worked well while an AI sales rep struggled with larger, relationship-driven deals. He explains why trying to automate an entire customer success role was too broad, and how breaking the work into smaller jobs changed their approach. We then discuss coachi...

Today on the show we have April Dunford, positioning expert and author of Obviously Awesome and Sales Pitch, returning to Churn.fm after her first appearance in 2019. In this episode, April shares why AI makes building products easier without making differentiation disappear, and why a different approach to a customer’s problem matters more than another feature. We then discuss what customers who buy and renew can teach us, how to run customer advisory boards that go beyond feature requests,...

Today on the show we have Emilia D’Anzica, customer success and GTM coach and founder of Growth Molecules. In this episode, Emilia shares why customer lifecycle management is becoming essential for CROs and why the sale is only the beginning of the revenue journey. She explains how customer success, sales, and marketing need to work together across onboarding, adoption, expansion, renewal, and win-back. We then discuss what strong sales-to-CS handoffs look like across product-led and enterpri...

Today on the show we have Jack Cregan, Founder of Paymend, a company helping online businesses turn declined transactions into recovered revenue. In this episode, Jack shares his experience building payment infrastructure and explains the underlying mechanics behind why payments fail, from insufficient funds and fraud detection to cross-border transactions and payment processor limitations. We then discuss how Paymend approaches payment recovery through alternative PSPs, card monitoring, and ...

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...