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 enterprise models, why customer journey mapping is such a powerful operating tool, and how structured win-back programs can recover meaningful revenue. We wrap up by discussing how customer success is changing under usage-based pricing and why business acumen, emotional intelligence, and confidence are becoming must-have skills for modern CSMs.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on X.

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 partial authorizations, and we wrap up by exploring how businesses can reduce churn by making their products and infrastructure more embedded and difficult to replace.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on andrew@churn.fm. Don't forget to follow us on X.

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 experiences across the entire customer journey. We also explored why customer advocacy, account-level details, and strong collaboration between sales and CS are critical to building long-term customer relationships.

As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.