Best Switch Disco Podcasts (2024)

51
E257 | How to Build a Customer Success Team Leveraging Subject Matter Experts with Szuyin Leow 45:06

1h ago45:06

45:06

Today on the show we have Szuyin Leow, the VP of Customer Experience at Transcend. In this episode, Szuyin shares her experience transitioning from IT security consulting to customer success, and how leveraging subject matter experts has transformed her approach to building effective CS teams. We then discuss the strategies and benefits of hiring i…

1
E256 | Community-Driven Development: Boosting Retention with Integrations with Biro Florin 44:26

1h ago44:26

44:26

Today on the show we have Biro Florin, a misfit, angel investor, exited founder, and show host of Misfit Founders. In this episode, Biro shares his experience in building successful integrations within the Atlassian marketplace. We then discussed how community-driven development can significantly enhance user retention and engagement. We wrapped up…

1
E255 | Navigating Growth and Retention: Lessons from PostHog’s CEO, James Hawkins 41:37

13m ago41:37

41:37

Today on the show we have James Hawkins, CEO and co-founder of PostHog. In this episode, James shares his experience navigating growth and retention at PostHog. He discusses his journey from working in outbound sales to leading a product-led growth startup and the importance of an inbound-focused approach. We delve into how PostHog defined and focu…

1
E254 | Reactivation Tactics: Transforming Cancellations into Customer Retention Opportunities with Baird Hall 39:22

1h ago39:22

39:22

Today on the show we have Baird Hall, the co-founder of Churnkey. In this episode, Baird shares his experience in developing effective reactivation campaigns and the importance of segmentation in retention strategies. We then discussed how small changes in retention tactics can have a monumental impact on high-volume subscription businesses, and th…

1
E253 | Optimising Positioning, Messaging, and Buyer Enablement to Drive Customer Success with Jason Oakley 33:15

7d ago33:15

33:15

Today on the show we have Jason Oakley, the founder of Productive PMM and former Director of Product Marketing at Klue and Chili Piper. In this episode, Jason shares his experience in building product marketing from the ground up, focusing on the critical areas of positioning, messaging, and buyer enablement. We discussed how these elements play a …

1
E252 | Preventing Team Churn: Leadership Tactics for Retaining Talent with Mr Joe 50:20

14d ago50:20

50:20

Today on the show we have Joe Leech, a Coach to CEOs with 18 years of tech experience, working with over 30 startups and FTSE100 giants. In this episode, Joe shares his insights on retaining top talent and preventing team churn. We discussed the common mistakes leaders make in micromanagement and hiring and we wrapped up by exploring effective onbo…

1
E251 | Pricing & Packaging for Long-Term Customer Retention with Mark Stiving 35:51

1M ago35:51

35:51

Today on the show we have Mark Stiving, the founder of Impact Pricing and author of "Selling Value", "Impact Pricing", and "Win Keep Grow". In this episode, Mark shares his experience in the intricacies of pricing and packaging strategies, emphasizing their impact on customer retention and expansion. We then discussed understanding customer value, …

1
E250 | How Disco Boosted Virality by Switching Activation Channels with Justin Vandehey 31:52

1M ago31:52

31:52

Today on the show we have Justin Vandehey, the Director of Partner Integrations and Development at Culture Amp. In this episode, Justin shares his experience in growing Disco, a Slack-based employee recognition platform, which was acquired by Culture Amp. We then discussed how Disco initially started as an email-based integration and the challenges…

1
E249 | Optimizing User Acquisition for Long-Term Retention with Planable's CMO, Miruna Dragomir 35:42

1M ago35:42

35:42

Today on the show we have Miruna Dragomir, CMO of Planable. In this episode, Miruna shares her experience in optimizing user acquisition for long-term retention. We discuss her transition from large corporations like Uber and Oracle to an early-stage startup, Planable, and how she built and scaled the marketing team. Miruna also delves into the int…

1
E248 | How Anti-Retention Metrics and Next Best Actions Boost Retention with Martin Gonto 36:32

2M ago36:32

36:32

Today on the show we have Martin Gonto, the Co-Founder and GTM advisor of HyperGrowth Partners and interim CMO at Vercel. In this episode, Gonto shares his experience in identifying and leveraging anti-retention metrics to optimize product strategies. We then discussed the concept of next best actions and how these strategic steps can significantly…

1
E247 | Mastering Mobile Retention: Insights from SoundCloud and VSCO with Andy Carvell from Phiture 43:36

2M ago43:36

43:36

Today on the show we have Andy Carvell, CEO and Co-Founder of Phiture. In this episode, Andy shares the framework Phiture uses to increase mobile app retention, drawing from his extensive work with companies like SoundCloud and VSCO. We discussed the future of mobile app interactions, including the potential of voice interfaces, AI, and wearable te…

1
E246 | Optimizing Cancellation Flows to Reduce Churn: Unbounce’s Approach with Tamara Grominsky 40:11

2M ago40:11

40:11

Today on the show we have Tamara Grominsky, the Chief Strategy Officer at Unbounce. In this episode, Tamara shares her experience in optimizing cancellation flows to reduce churn. We then discussed how Unbounce implemented a data-driven approach to understand the reasons behind customer cancellations and how they tailored their strategies to differ…

1
E245 | Shaping Customer Discovery During Active Vs Passive Looking Phases with Ryan Singer 44:33

3M ago44:33

44:33

Today on the show we have Ryan Singer, the founder of Felt Presence and former head of strategy at Basecamp. In this episode, Ryan shares his experience in evolving the Shape Up framework to better fit diverse team structures and needs. We then discussed his insights on navigating customer engagement through the concepts of active vs. passive looki…

1
E244 | Enhancing Product and Customer Success Alignment to Deliver Customer Value with PagerDuty's VP of CS, Heather Brown 37:02

3M ago37:02

37:02

Today on the show we have Heather Brown, the VP of Global Commercial Sales and Customer Success at PagerDuty. In this episode, Heather shares her extensive experience in bridging the gap between product development and customer success to enhance company performance and customer value. We dive into the innovative strategies PagerDuty employs to ens…

1
E243 | Mitigating the Impact of Customer Champion Turnover with Customer.io's VP of Customer Experience, Natalie Onions 39:38

3M ago39:38

39:38

Today on the show, we have Natalie Onions, the Vice President of Customer Experience at Customer.io. In this episode, Natalie shares her in-depth insights into the crucial role of customer champions in driving customer success and what happens when these key individuals leave the company. We delve into the strategies that Customer.io employs to mit…

1
E242 | Navigating the Challenges of Product Management in Horizontal Products with Softr's Austin Yang 35:40

4M ago35:40

35:40

Today on the show we have Austin Yang, the Lead Product Manager of Softr. In this episode, Austin shares his experiences in the no-code space, particularly the unique challenges and opportunities it presents for product management. We then discussed the impact of horizontal products that serve multiple industries, and we wrapped up by discussing ho…

1
E241 | Crafting Your Homepage to Increase Conversions and Boost Customer Retention with Rob and Anthony of Fletch PMM 50:27

4M ago50:27

50:27

Today on the show we have Rob Kaminski and Anthony Pierri, the partners of Fletch PMM. In this episode, Rob and Anthony share their journey in establishing Fletch PMM, a specialized firm helping early-stage B2B SaaS startups refine their website homepages. They delve into the pivotal role of a company’s homepage in positioning and messaging, crucia…

1
E240 | Embracing a Generalist Mindset and Flexibility in Career Growth: Céline Daley’s Journey to VP of Customer at DeepL 40:44

4M ago40:44

40:44

Today on the show we have Céline Daley, the VP of Customer at DeepL. In this episode, Céline shares her unique insights into embracing a generalist mindset and the role of flexibility in navigating tech careers. With a background that spans from marketing to customer success, and from startups to global companies, Céline's journey showcases the pow…

1
E239 | Closing the Feedback Loop: Cycle's Journey to Boost Customer Retention 38:39

4M ago38:39

38:39

Today on the show we have Mehdi Boudoukhane, the CEO & co-founder of Cycle. In this episode, Mehdi shares his transformative journey from a data scientist in Johannesburg to launching Cycle, a company that seamlessly connects customer feedback with product development to close the feedback loop and enhance retention. We then delved into how Cycle l…

1
E238 | Preventing Churn Through Strategic Objection Handling with Vendr's Lizzy Rosen 37:18

4M ago37:18

37:18

Today on the show we have Lizzy Rosen, the VP of Customer Success at Vendr. In this episode, Lizzy shares her extensive experience in shaping the future of SaaS buying and how Vendr is revolutionizing the sales process to make it more efficient and transparent. We delve into the heart of objection handling, discussing how strategic approaches can s…

1
E237 | Pivoting Strategies Amidst Rapid Expansion scaling Retention.com to $20M+ ARR with Adam Robinson 46:55

5M ago46:55

46:55

Today on the show we have Adam Robinson, the CEO and Co-Founder of Retention.com. In this episode, Adam shares his incredible journey of scaling Retention.com from zero to $20 million in ARR in just three and a half years, all without external funding. We delve into the pivotal moments and strategies that propelled the company's rapid expansion, an…

1
E236 | From HelloFresh to Hotjar: Dissecting B2B vs. B2C Retention Strategies with Hotjar's CEO, Mohannad Ali 41:48

5M ago41:48

41:48

Today on the show we have Mohannad Ali, CEO of Hotjar. In this episode, Mohannad shares his journey from VP of Engineering at HelloFresh to leading Hotjar. We dive into the nuances of B2B vs. B2C churn and retention strategies, drawing on his unique experience across both sectors. The conversation highlights the importance of understanding early vs…

1
E235 | The Lifecycle of Loyalty: Tackling Churn at Critical Stages in the User Journey with Active Campaign's Casey Hill 47:38

5M ago47:38

47:38

Today on the show we have Casey Hill, the Senior Growth Manager of ActiveCampaign. In this episode, Casey shares his insights on navigating churn by focusing on the critical stages in the user journey to foster loyalty. We explore the nuances of addressing churn from initial engagement through to long-term retention, highlighting strategies for eac…

1
E234 | 6 Key User Onboarding Strategies Learned from HubSpot and Wistia with Andrew Capland 43:13

5M ago43:13

43:13

Today on the show we have Andrew Capland, a growth advisor and onboarding specialist with rich experiences at HubSpot and Wistia. In this episode, Andrew shares his journey from HubSpot to Wistia, outlining the evolution of his approach to user onboarding and growth. Andrew walked through 6 key steps of a successful onboarding framework to increase…

1
E233 | Continuous Discovery as a Tool for Product-Market Fit and Churn Reduction with Teresa Torres 44:41

6M ago44:41

44:41

Today on the show, we have Teresa Torres, an internationally acclaimed author, speaker, and coach. In this episode, Teresa shares her insights on using continuous discovery as a crucial tool for achieving product-market fit and effectively reducing churn. She explains how her approach helps product teams make informed decisions by integrating conti…

1
E232 | Transforming CS to Drive Sales and Secure Retention in an Economic Downturn with Mixmax's VP of Success, Elliot Kohtz 33:03

6M ago33:03

33:03

Today on the show we have Elliot Kohtz, the VP of Success at Mixmax, a leading sales engagement platform. In this episode, Elliot shares his insights on the evolving landscape of customer success (CS) and its pivotal role in driving sales and securing retention, especially during economic downturns. We delve into the challenges of tool consolidatio…

1
E231 | Unlocking Growth: Sofia Quintero's Insights on Product Innovation and Market Fit 49:57

6M ago49:57

49:57

Today on the show, we have Sofia Quintero, the co-founder of Collie. In this episode, Sofia shares her journey from founding EnjoyHQ to her role in shaping Collie, a tool that integrates all engineering rituals into one platform, fostering trust and efficiency through asynchronous communication. With a rich background that includes leading growth a…

1
E230 - A Pivotal Moment for Customer Success: AI, Efficiency, and Innovation with Kristi Faltorusso 45:37

6M ago45:37

45:37

Today on the show, we have Kristi Faltorusso, the Chief Customer Officer at ClientSuccess. In this episode, Kristi shares her journey from IntelliShift to her current role, revealing how her experiences have shaped her approach to customer success. Kristi then discusses the transformative impact of AI on customer success strategies, emphasizing how…

1
E229 | Navigating Customer Success in the Cloud and On-Prem: Insights from Algolia and Alteryx with Jim Schattin 43:17

7M ago43:17

43:17

Today on the show we have Jim Schattin, the Chief Customer Officer at Algolia. In this episode, Jim shares his unique experiences in shaping customer success strategies in different technological environments. We dive deep into the contrast between cloud-based and on-premise solutions, examining how customer engagement and success practices vary ac…

1
E228 | Driving Engagement: Behavioral Science Insights from Credit Karma and Google with Irrational Labs CEO, Kristen Berman 48:47

7M ago48:47

48:47

Today on the show we have Kristen Berman, the CEO and co-founder of Irrational Labs, a renowned product design and behavior change lab. In this episode, Kristen shares her extensive experience in the field of behavioral economics and its application in product and marketing strategies. We delve into how understanding user psychology is crucial in p…

1
E227 | Soaring High in Customer Loyalty: Lessons from the Airline Industry with Loyalty Status CEO, Mark Ross-Smith 34:28

7M ago34:28

34:28

Today on the show we have Mark Ross-Smith, CEO and co-founder of Loyalty Status. Mark, an expert in travel technology and former head of Loyalty at Malaysia Airlines, shares his journey from running Australia's largest youth social network, SMS Fun, to pioneering the field of airline loyalty. In this episode, Mark offers unique insights into the ev…

1
E226 | The Bold Pivot: Dropping Peak Performer's $900K ARR to Start Inferless, with CEO Aishwarya Goel 33:05

7M ago33:05

33:05

Today on the show, we delve into the story of a startup's strategic pivot from Peak Performer, which had reached $900K ARR, to the inception of Inferless. This episode sheds light on the intricate decision-making process behind this pivot, exploring the challenges and considerations that come with making such a transformative business move. We disc…

1
E225 | Hypercare: Bolt's Secret to Seamless Customer Onboarding with CCO, Shilpi Narang 36:02

8M ago36:02

36:02

Today on the show we have Shilpi Narang, the Chief Customer Officer of Bolt. In this episode, Shilpi shares her insights into the innovative 'Hypercare' strategy, a cornerstone of Bolt's customer onboarding process. We delve into how Hypercare ensures a seamless transition for new clients, emphasizing the importance of the initial 90 days in a cust…

1
E224 | Bottoms-Up vs Top-Down: The SaaS Model Showdown with Dennis Mortensen 42:32

8M ago42:32

42:32

Today on the show, we have Dennis Mortensen, CEO and Founder of LaunchBrightly. In this episode, Dennis shares his profound insights on two pivotal strategies in the SaaS industry: Bottoms-Up vs Top-Down models. Drawing from his vast experience transitioning from x.ai to LaunchBrightly, Dennis discusses the unique challenges and benefits of each ap…

1
E223 | Next-Gen Customer Success: Digital Education as a Key Strategy with Gainsight's Steve Cornwell 30:23

8M ago30:23

30:23

Today on the show, we welcome Steve Cornwell, SVP of Strategy for Customer Education at Gainsight. In this episode, Steve shares insights into the transformative role of digital education in Customer Success. He discusses the shift from traditional customer engagement methods to innovative digital strategies in today's dynamic business environment.…

1
E222 | Redefining Engagement: The Web 3.0 Approach to Customer Success with Dror Avieli 39:21

8M ago39:21

39:21

Today on the show we have Dror Avieli, the Managing Director and VP of Customer Success at ConsenSys. In this episode, Dror shares his unique journey in customer success, transitioning from the traditional corporate environment at Hewlett-Packard Enterprise to the innovative world of Web 3.0 at ConsenSys. We discuss the challenges and opportunities…

1
E221 | Product + Success: The Winning Duo for Customer Success with Tatyana Mamut 45:11

9M ago45:11

45:11

Today on the show we have Tatyana Mamut, a serial entrepreneur with an extensive background at Amazon, Salesforce, Nextdoor, and IDEO. In this episode, Tatyana shares her insights into effective collaboration between product management and customer success teams. Drawing from her diverse experiences, we explore how she fostered a unified vision at …

1
E220 | Unpacking User Retention Tactics at Tinder, TripAdvisor, and Facebook with Ravi Mehta 41:31

9M ago41:31

41:31

Today on the show, we have Ravi Mehta, the Co-Founder and CEO of Outpace and a previous product leader at Tinder, TripAdvisor, and Facebook. In this episode, Ravi shares his insights into the unique approaches to user retention and churn at these varied platforms. We explore the dynamics of engaging users in a dating app context with Tinder, unders…

1
E219 | Wolf-Mode Activated: Planhat's CCO Unveils Their Secret to Driving Exceptional Customer Outcomes 42:08

9M ago42:08

42:08

Today on the show we have Chris Regester, the Chief Customer Officer of Planhat. In this episode, Chris shares his extensive wisdom on the growth journey of a successful SaaS company and the critical role of recruitment in scaling businesses. We then delve into the concept of "wolf-mode" customer success, highlighting an aggressive approach to cust…

1
E218 - Flatfile's Strategic Shift from PLG to Sales-Led and Back with VP of Customer Success Becca Weiss 38:11

9M ago38:11

38:11

Today on the show we have Becca Weiss, the VP of Customer Success and Support at Flatfile. In this episode, Becca shares her experience in tackling churn and onboarding challenges at Flatfile. She discusses the transition from a product-led growth approach to a sales-led motion and the subsequent realization that the issue lay not in change managem…

1
E217 | Maximizing Shots on Goal: The Key to Growth and Retention with AngelList's Matt Bilotti 38:42

10M ago38:42

38:42

Today on the show we have Matt Bilotti, the product lead for consumer LP and growth at AngelList. In this episode, Matt shares his experience in venture capital investing and how he managed to hustle his way to manage the dorm room fund. We then dive into the topic of growth and retention at AngelList, discussing the challenges and strategies they …

1
E216 | Leveraging the Jobs to be Done Framework for Customer Success with HubSpot's Daphne Costa Lopes 36:33

10M ago36:33

36:33

Today on the show we have Daphne Lopez, the Head of Customer Success at HubSpot. In this episode, Daphne shares her experience in leveraging the Jobs to be Done framework in customer success. She explains how aligning customer success with product and marketing, and focusing on the value realization of customers' goals, can lead to better customer …

1
E215 | Redefining Customer Success Without Direct Engagement with Vitally's CEO, Jamie Davidson 41:46

10M ago41:46

41:46

Today on the show, we have Jamie Davidson, CEO and co-founder of Vitally. In this episode, Jamie shares his expertise in Customer Success and the impact of his technical background on his role. We then discussed the evolving landscape of customer engagement and the need for customer success teams to redefine their strategies in the absence of direc…

1
E214 | Measurable Advocacy Strategies: Elevating Customer Success Manager Performance with Jonathan Riftin of Optimove 30:52

10M ago30:52

30:52

Today on the show we have Jonathan Riftin, the Director of Customer Success at Optimove. In this episode, Jonathan shares his experience in implementing strategies to drive customer success manager (CSM) behavior towards advocacy and upsells. He discusses the importance of setting compensation goals, streamlining processes, leveraging data, and emp…

1
E213 | Unlocking the Secrets of Acquiring Your Ideal Customers with Appcue's Meg Gowell 39:47

11M ago39:47

39:47

Today on the show we have Meg Gowell, the Director of Growth Marketing at Appcues. In this episode, Meg shares her experience in understanding and acquiring the ideal customer profile. She discusses the importance of knowing what "good" looks like in your customer base and using conversion data to optimize ad campaigns. Meg also talks about the pro…

1
E212 | Community-Driven Innovation: How Ivy's 15,000+ community members are Reshaping the AI Landscape with CEO, Dan Lenton 38:42

11M ago38:42

38:42

Today on the show we have Dan Lenton, the CEO and founder of Ivy, bringing all the best in class AI frameworks, infrastructure, and hardware directly to you in one line of code. In this episode, Dan shares his experience in building a strong community around Ivy. With over 12,500 GitHub stars, 1.2K open-source contributors, and 15,000 members in th…

1
E211 | How Strategic Partnerships Drive Customer Retention with Ashby's VP of Customer Success, Kelsey Peterson 44:31

11M ago44:31

44:31

Today on the show we have Kelsey Peterson, VP of Customer Success at Ashby, an all-in-one recruiting platform. In this episode, Kelsey shares her experience in strategic partnerships and how they drive customer retention. We discuss the importance of identifying the right partners, aligning goals, and creating value for customers. Kelsey also talks…

1
E210 | Data, Decisions, and Dollars: How Customer Success Operations Boosts Your Bottom Line with Luis Barbosa, Customer Experience Leader at Teya 31:16

11M ago31:16

31:16

Today on the show we have Luis Barbosa, the Customer Experience Leader at Teya. In this episode, Luis shares his experience in the Navy and how it shaped his approach to customer success. We then discussed the role of customer success operations and its importance in improving processes and enhancing customer relationships. Lastly, we wrapped up by…

1
E209: Cracking the Funnel: How to Iterate Your Way to Product Market Fit with Arcade's CEO Caroline Clark 38:56

12M ago38:56

38:56

Today on the show we have Caroline, the Co-Founder and CEO of Arcade, a platform that enables anyone to build powerful interactive experiences. In this episode, Caroline shares her experience in venture capital and why she decided to start her own company. She discusses the challenges of building a product-led growth company and the importance of c…

1
E208: Retention Starts from Day One: Strategies for Success through Personalization and Experimentation with Fireflies CEO Krish Ramineni 37:27

12M ago37:27

37:27

Today on the show we have Krish Ramineni, Co-Founder and CEO of Fireflies.ai. Krish shared some amazing insights on topics like transitioning from product management at Microsoft to CEO of a startup, the challenges and advantages of working in a small organization, and the importance of synthesizing qualitative and quantitative insights. We also de…

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