Today on the show, we have Ruslan Nazarenko, the Head of Growth at Scale AI.

In this episode, Ruslan shares his approach to boosting retention in marketplace models through strategic engagement and quality management. He dives into Scale AI's unique model for retaining skilled gig workers, emphasizing how tailored experiences can overcome common marketplace retention challenges.

We then explore the role of dormancy and reactivation in maintaining a resilient workforce, and how Scale AI balances high-quality standards with user engagement to create a robust marketplace ecosystem.

We wrapped up by exploring the critical role of company culture in driving sustainable growth, the value of setting ambitious goals, and Ruslan’s insights into building a resilient, motivated team that drives growth.

Mentioned Resources

• Scale AI
• Substack
• Respeecher
• Reface
• Quokka
• Bird
• Etsy
• Panel AI
• Superhuman
• Gaurav Vohra
• Uber
• Lyft
• LIME AI
• Hotjar

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show, we have Gaurav Vohra, Head of Product Growth at Superhuman.

In this episode, Gaurav shares how Superhuman transitioned from a solo (single-player) tool to a powerful team-based (multiplayer) product, enabling them to break through their growth ceiling.

We explore the deliberate strategies behind Superhuman’s shift to team use, including the challenges of adapting a high-quality, individual-focused product for broader team functionality. Gaurav discusses the key product changes that made Superhuman invaluable for entire teams, creating new growth pathways and expanding Superhuman’s market reach.

Mentioned Resources

• Superhuman
• Oliver Wyman
• Reportive
• Mohannad Ali
• Hotjar
• Apple
• Kingston
• Slack
• Notion
• Wiki
• Slack Connect
• HubSpot
• Salesforce
• ChatGPT
• Netflix
• Spotify
• Duolingo

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.

Today on the show we have Evgenia Mkrtychian, the Director of Customer Success and Corporate Communication Strategy at LoyaltyPlant, a full-scale customer engagement platform.

In this episode, Evgenia shares her decade-long journey in B2B SaaS, emphasizing practical strategies for customer engagement and retention and discussing LoyaltyPlant's 30% revenue growth, process improvements, and the introduction of gamification elements.

We then discussed the release of her new book, "Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS” and we wrapped up by discussing simplicity, decision-making, and critical thinking in customer success.

Mentioned Resources

• LoyaltyPlant
• Customer Success Playbook: Your Practical Guide to Winning Customer Loyalty in B2B SaaS

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.