ChurnPilot

We're #hiring a new Founding Engineer (Frontend) in San Francisco Bay Area. Apply today or share this post with your network.

Customer churn is more than just a metric, it’s a story about your brand. Behind every churned account lies a web of unmet expectations, emotional triggers, and missed opportunities. In my latest article, I dive into the psychological factors driving churn and how SaaS companies can address them. Some highlights include: ? How overpromising during sales leads to dissatisfaction. ? Why customers don’t always see the ROI you deliver. ? The emotional impact of poor support or lack of engagement. ? When too many features confuse rather than delight. ? How a lack of community can drive customers away. When you truly understand and address the psychological needs of your customers, you’re not just solving problems; you’re building trust, fostering loyalty, and creating meaningful partnerships. This approach doesn’t just reduce churn, it transforms your customers into passionate advocates that actively champion your brand and drive sustainable revenue growth. #CustomerSuccess #SaaS #RetentionStrategy

We’re #hiring a new Co-Founder & CTO in San Francisco Bay Area. Apply today or share this post with your network.

As a founder, I’ve seen firsthand how companies struggle with churn, often reacting too late to prevent it. That’s why I’m passionate about predictive analytics, and taking a proactive, data-driven approach to identifying risks and opportunities before they escalate. In my latest article, I dive into why predictive analytics is essential for SaaS retention and share actionable insights for B2B SaaS executives. ?? Spot churn risks early ~ Understand the warning signs before they become problems. ?? Optimize customer engagement ~ Use data to drive meaningful, proactive outreach. ?? Unlock upsell opportunities ~ Predict which customers are ready for expansion. ?? Leverage key metrics ~ Health scores, engagement, TTV, and more to guide your strategy. Predictive analytics isn’t just a tool, it’s a mindset shift for SaaS leaders. When you can anticipate what’s coming, you can act decisively and retain more customers. ?? #CustomerSuccess #Retention #PredictiveAnalytics #CSLeadership #ChurnReduction

I am thrilled to announce that Ashik Uzzaman, a seasoned engineering leader with over two decades of experience, has joined our team as a Board Advisor. Ashik's extensive background in developing large-scale distributed systems and fostering cultures of innovation and excellence will be invaluable as we continue to enhance our offerings and drive growth. Throughout his career, Ashik has demonstrated a commitment to building resilient teams and aligning technological advancements with business innovation. Notably, he played a pivotal role in Twin Health's $50 million Series D fundraising and contributed to Marqeta's journey to a $16 billion IPO. Beyond his professional achievements, Ashik is dedicated to sharing his leadership insights through his blog, "Leader's Whiteboard," and his YouTube channel, where he discusses various leadership lessons and experiences. I am confident that Ashik's expertise and strategic vision will be instrumental in guiding ChurnPilot toward continued success. Please join me in welcoming Ashik to our team! To learn more about Ashik's journey and insights, you can watch his recent appearance on the "Cracking The Growth Code" podcast. https://lnkd.in/eMbkwB4P

The role of CS is transforming faster than ever. In 2025, CS teams will be at the heart of business growth, combining AI-driven insights, personalized customer journeys, and cross-functional collaboration to deliver unparalleled value. In my latest article, I explore 10 key predictions that will define the future of CS, including: ? AI as a Strategic Tool ~ Automating tasks, predicting churn, and identifying upsell opportunities. ? Scaling Personalization ~ Delivering tailored experiences for every customer, even at scale. ? Digital-First CS ~ Using webinars, self-service portals, and automation to engage low-touch accounts. ? Data-Driven Decisions ~ Leveraging real-time insights to guide proactive strategies. ? CS as a Growth Engine ~ Driving revenue through upsells, renewals, and advocacy programs. The future of CS isn’t about choosing between technology and human connection, it’s about combining both to create exceptional customer experiences. Read the full article below ??

As the founder of ChurnPilot, I’ve seen how the role of CSMs in MarTech has evolved from product trainers to strategic business partners. CSMs today are expected to be: ?? Data-Driven Advisors – Turning insights into action. ?? Tech Integrators – Connecting complex MarTech ecosystems. ?? ROI Champions – Delivering measurable business impact. But these expectations come with serious challenges. That’s why I wrote an in-depth article on how CSMs can navigate MarTech’s most pressing challenges. ? Managing MarTech ecosystems without creating data silos ? Balancing data-driven insights with evolving privacy laws ? Staying ahead of AI, automation, and analytics innovations ? Measuring success through clear KPIs and showing ROI ? Leading change management for long-term product adoption ?? What’s the toughest challenge your CS team faces in the MarTech space? #CustomerSuccess #MarTech #RetentionStrategy #ProductManagement

One of the biggest challenges I’ve seen in SaaS is aligning customer success teams with product managers. ?? When these teams work in silos, customer needs get lost, feature requests pile up, and valuable insights go unused. To solve this, I built the CS-PM Alignment Workbook, a practical, ready-to-use resource designed to break down silos and build stronger collaboration. What’s Inside ??♂? ? Feature Request Tracker ~ Capture, prioritize, and share customer-driven feature requests. ? Product Roadmap Template ~ Align CS and Product on key releases and timelines. ? QBR Insights Summary ~ Turn customer insights into product development action. ? Feedback Integration Guide ~ Create a feedback loop that drives meaningful change. ? Escalation Workflow ~ Ensure critical issues are resolved quickly and transparently. When CS and Product work together, customers win, and so does your business. This workbook makes that collaboration seamless by giving both teams shared tools, processes, and visibility. Best of all, it's free. ?? ***link in comments*** #CustomerSuccess #ProductManagement #CustomerFeedback

The only constant in Customer Success is change. ?? As CS leaders, we don’t just follow playbooks. We adapt, innovate, and navigate the unexpected. That’s why I’m excited to share the latest edition of Crafting the Customer Journey, packed with resources to help you tackle uncertainty and elevate your CS strategy. Here’s a sneak peek of what’s inside! 5 Powerful Templates ?? Product Usage Metrics Guide ?? Renewal Management Toolkit ?? Customer Success Financial Model ?? Alignment Blueprint ?? Upsell Opportunity Checklist 3 Must-Read Articles ?? The Art of Adaptability in Customer Success ?? The AI Copilot Revolution ?? The CSM Field Guide for B2B SaaS 3 Curated Resources ?? Free Customer Success Resources by HubSpot ?? How to Create an Effective Customer Success Plan by Zendesk ?? Customer Success Best Practices: The Ultimate Playbook by HubSpot Every resource is designed to help you simplify complexity, anticipate challenges, and deliver exceptional value to your customers. Read the newsletter to access the free templates and resources below. ?? #CustomerSuccess #Leadership #SaaS

As a CS leader, you are constantly faced with situations where a playbook simply cannot exist. You’d better be ready to adapt. ? Customer success isn’t always black and white, it’s full of gray areas, unexpected challenges, and moments where processes alone won’t cut it. That’s where adaptability becomes your superpower. ?? In my latest article, I share practical insights on how to thrive in these moments of uncertainty, including: ? Building a strong foundation while staying flexible. ? Using curiosity and empathy to uncover root causes. ? Turning chaos into opportunity through creative problem-solving. ? Creating a culture of agility and empowering your team. Adaptability isn’t just a skill, it’s a mindset that separates good CS teams from great ones. ?? #CustomerSuccess #Leadership #SaaS